Managed Services Delivery Expert

About Charter:

Founded in 1997, Victoria headquartered Charter has grown into one of Canada's foremost fastest growing Information Technology providers in the country, providing a broad array of high value product and service solutions to clients operating some of the most mission critical networks and applications.

If you are looking to be an integral part of a vibrant, success-based environment with the core values of empowerment, flexibility, agility, innovation, high knowledge based, life balanced, and high ethics deeply embedded into the everyday culture then Charter is a place for you to look.  We are a high energy business focused team, providing the highest possible customer experience, with best-in-class engineering support.

About the Role:

Charter is seeking a Managed Services Delivery Expert located in Calgary, Alberta. This role is ideal for a seasoned network and infrastructure professional who thrives in a client-facing environment and excels at balancing technical execution with relationship management.

In this role, you will act as a trusted technical advisor and Subject Matter Expert (SME), ensuring alignment with service deliverables, and timelines. You will oversee daily operations, recommend and implement best practices, manage incidents and requests, and maintain accurate documentation. You will play a critical role in delivering an exceptional customer experience.

Responsibilities:

• Provide regular activity updates to the Service Delivery Manager
• Identify opportunities for improvement and optimization within client environments
• Maintain high-touch client relationships by representing and supporting the client's technical environment
• Recommend and implement system, application, and infrastructure upgrades, including patching
• Support and participate in client projects as part of the implementation team
• Perform proactive maintenance in accordance with client policies, expectations, and service commitments
• Diagnose and resolve network issues related to connectivity, performance, traffic utilization, and availability
• Deliver timely and clear customer communications for service announcements, planned maintenance, incidents, and service restoration
• Administer and/or triage Service Desk incidents and service requests
• Maintain accurate runbooks, diagrams, and technical documentation
• Assist in establishing operational processes and identifying efficiencies
• Support internal and external client networks as required
• Participate in after-hours maintenance, upgrades, on-call rotation, and support activities
• Analyze incidents and recurring issues to identify root causes and improvement opportunities
• Interface with third-party vendors as required
• Provide technical leadership, mentorship, and guidance to team members

Required Qualifications and Experience:

• Bachelor's degree in related discipline (Electronics & Computer Engineering Technology, Network & Electronics Technician, etc.) from an accredited institution, or equivalent combination of directly related work experience and education
• Minimum of 5+ years of relevant industry experience. Experience working in a Value-Added Reseller (VAR), Solutions Integrator (SI), or Managed Services Provider (MSP) an asset
• Minimum of 5+ year's previous hands-on technical experience with Cisco technologies, Fortinet, Extreme, and F5
• Professional level Fortinet/HPE/Extreme/Cisco (NSE/ACP/ECS/CCNP) or equivalent
• Willingness to pursue additional industry certifications

Knowledge, Skills, and Abilities

• Strong expertise configuring, maintaining, and optimizing enterprise firewalls
• Demonstrated proficiency with LAN/WAN routing and switching
• In-depth knowledge of TCP/IP, BGP, OSPF, VLANs, VPNs, and network segmentation
• Proven ability to proactively monitor environments and resolve complex network issues
• Ability to provide technical leadership and design secure network solutions aligned to business requirements
• Self-motivated with strong organizational and prioritization skills
• Solid experience with infrastructure support, data centres, and IT operations
• Understanding of controls and risk management practices, with the ability to identify and recommend improvements
• Experience collaborating with third-party service providers and technology partners
• Strong documentation skills, including support processes and system procedures
• Ability to quickly adopt new and adjacent technologies
• Willingness to coach and mentor team members
• Strong interpersonal skills and a collaborative, service-oriented mindset
• Proficient with Microsoft Office (Word, Excel, Outlook, PowerPoint, Visio)
• Excellent verbal and written communication skills, with the ability to communicate to both technical and business audiences

Working Conditions:

• Hybrid Work Environment:
  • Working in our client's modern downtown Calgary office location 3 days a week is required
  • Ability to work remotely 2 days a week
  • The successful candidate is required to be located in Calgary, Alberta.
• Participate in on-call rotation
• Overtime as required
• Security clearance required
• Minimal Travel – Less than 10%
  

If you think that you are a good fit, please apply - we look forward to hearing from you

Charter is an equal-opportunity employer committed to inclusive, barrier-free recruitment and selection processes. Diversity forms the foundation for excellence and Charter seeks team members who will work respectfully and constructively with everyone. We encourage applications from members of groups that have been historically underrepresented on any grounds listed under the Human Rights Code, including gender, sexual orientation, gender identity or expression, racialization, disability, political belief, religion, marital or family status, age and/or self-identify as Indigenous (status, non-status, Metis, and Inuit). To request an accommodation in completing an employment application, pre-employment testing, interviewing or otherwise participating in the employee selection process, please direct your inquiries to people