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Professional Services: Technical Project Manager
2 months ago
Wanted: A Tech-minded Ring-Leader Ready to Remediate (also known as a Professional Services: Technical Project Manager) EMBARK ON YOUR JOURNEY We invite you to collaborate with Entara and further your professional journey with us as a member of our Professional Services (PS) department. As a top-tier provider of technical service delivery, Entara maintains partnerships that require our team to flex into immediate, high-priority security remediation projects. Project work ranges from remote delivery across varying time zones "dusk to dawn" to (periodically) jumping on a plane, traveling the continental US to provide onsite support. These projects are essentially a rescue operation: taking environments in the aftermath of a security breach and restoring them to full operations. The incident response (IR) work we perform requires extreme care and precision to ensure we truly cross every t and dot every i, resulting in our client's ability to get back to work. Engineers will be tasked with an outline of project deliverables, running through a checklist of requirements, and working collectively on issues that arise mid-completion. This could range from reimaging a server, and restoring backups, to rebuilding or redesigning a VMWare environment. This team accommodates more variables than just "getting the lights on"— we are also tasked with improving an environment's resiliency to attacks and executing projects related to deploying leading security toolsets to our IR clients. We are a leading Guardicore partner and are actively increasing projects and partnerships to expand our reach. We are searching for a technically seasoned project management professional who doesn't shy away from playing the role of an engineer turned project management lead whilst working with concurrent projects. Our ideal Technical Project Manager gets a thrill when approaching high-stakes deadlines and boasts a fanatical attachment to details. In other words, we're looking for a creative Ring Leader and Incident Commander —ready to coordinate team efforts to produce a crowd-pleasing spectacle full of technical feats WHAT YOU'LL BE DOING (Otherwise known as the fine print, the list of job tasks and responsibilities.) Entara's Professional Services Technical Project Manager (TPM) will be primarily dedicated to projects within our Incident Response team. Our TPM is the driving force behind successful, thorough, and robust project deliverables that result in progressive change and secure enhancements to our client's technical environments. Our TPM is the primary voice on Incident calls and the primary face of the IR team on an engagement. The TPM is always in sync with the primary lead engineer on containment and recovery strategies and delivers agreed-upon strategic initiatives to all parties. Our TPM will be tasked with understanding the current state of an incident, establishing ownership of the overall direction of containment and recovery, and ensuring all parties are aligned with the verticals defined. The TPM is accountable for fielding all client questions and establishing trust on Day 0 of the incident. Instilling trust immediately amongst all parties involved and setting the precedent that they are the go-to person for all incident-related matters is one of our TPM's primary objectives. This individual will also consistently employ the ability to proactively identify roadblocks and outline a plan of action, ensuring client projects are delivered on time, in-budget, and with excellence. Our Technical Project Managers work as part of a dynamic, flexing team – ready to respond at a moment's notice and take part in Incident Response's On-Call rotation. This position will report directly to our Director of PMO and will be dedicated to external, client-facing projects. Project Management Coordinates multiple, external technical projects from inception to completion: Follows established Core Processes, Project Templates, and Methodologies Takes a lead in Professional Services Stand-ups & Meetings Collaborates on project planning, project design, preparation of deliverables, timelining, and contingency planning Outlines goals, strategy, and execution with Entara Engineers Drive team's development of project proposals and scope documentation Develops and sets deadlines Able to navigate conflicts and leverage conflict management techniques to address disagreements Assigns and aligns necessary resources, capable of understanding resource requirements and capacity (perm or contracted) on projects, maximizing available resources and leveraging each engineer's unique skill set accordingly Participates in incident response on-call rotation for incoming IR projects. Assist in the initial triage and establishment of access for project kick-off. Follows up with Engineers on a weekly, daily, or (when necessary) hourly basis to understand the progress of their assigned work and to identify potential roadblocks Tracks and oversees T&M project scope and related time entries, confirming their validity Monitors and summarizes progress of project(s) to stakeholders: Entara Leadership Finance Client Contacts and IR Partners Takes lead in creating PowerPoint presentations and project reports when required for larger PMO projects Sets and conducts status meetings with client contacts, keeping them informed of progress and setting proper expectations Employs creative measures to keep project scope contained Ensures QA standards are being met before project delivery Conducts post-mortems to outline lessons learned and improve internal processes Identifies and understands when it is necessary to escalate issues to higher level resources Addresses billing disputes, overruns, and customer services issues with meaningful resolutions, looping in additional Entara resources as necessary Treating each project as if you are the end all be all, you are the final straw, if you ignore an issue, then the issue will blow up, you are the last defense on your projects Problem Solving Becomes an active part of project teams, as required, to solve technical or business problems that are standing in the way of progress. This includes sticking with an issue/obstacle till a resolution is reached, the problem is solved, and you've been able to personally verify the outcome. Presses on to make sound judgement calls when lacking one or more desired resources or data points Challenges technical or business requirements to ensure that we are delivering the right solution at the right price at the right time. Leverages and employs an understanding of intermediate to advanced systems configuration, management, and maintenance in areas including the following (this is sample but not exhaustive listing of work areas and project tasks assigned to our IR-focused engineers): Microsoft-related technologies: Windows Server, Exchange, SQL Server, SharePoint, Active Directory, GPO, LAPS, SCCM, MDT, Intune, 0365, Azure etc. Virtualization technologies: VMware and Microsoft Hyper V Restore and reimage virtual servers from images and various backup solutions Restore and rebuild ESX and Hyper-V hosts, domain controller, etc. Mount ISOs to virtual systems Upload virtual templates to any hypervisor Out of Band access to Physical systems Leverage console access such as ILO and iDrac to establish remote connection to offline physical systems Backup and disaster recovery solutions for both desktops and servers Access solutions: VPN, Remote Desktop, Citrix, etc. Diagnostic tools; review event logs, Syslogs, monitoring data, and memory dumps to troubleshoot issues. Security-enhancing solutions for systems and applications (including MFA and endpoint protection). Metrics Measuring Success Maintains billable utilization targets Ensure all mandatory reports are generated and updated daily Meets or exceeds deadlines for all assigned projects Keeps projects profitable (preferably in-budget) while not skimping on quality Knows how to leverage cost variance and schedule variance formulas to measure success on projects Contributes to the team's attainment of high customer satisfaction scores on project delivery Records complete change details, time worked entries, and work notes in ServiceNow platform on a real-time basis Identifies opportunities for process improvement Follow ProcessFollow Entara's project process to execute project deliverables: configure, test, implement, refine, document, monitor, and transition to appropriate stakeholders. Follow Entara's Change Management Process to perform approved changes in client environments Communicate internally and (as directed) externally to provide timely information regarding project status, promised follow-ups, and requested feedback on a detailed and professional basis. WHO YOU ARE: REQUIRED SKILLS AND EXPERIENCE You're a knowledge seeker. Regardless of method, you have obtained and exposed yourself to knowledge centers that have qualified you to master technical project delivery and the system-engineering required to successfully recover, deploy, and enhance infrastructures. You ideally have a four-year degree in a relevant field and are working towards or have already obtained your PMP certification. You've managed projects as the assigned "PM" instead of only having delivered them as an engineer. You enjoy the dynamic of wearing multiple hats and taking the lead on client-facing communication, expectations, and timelines. You've owned client-facing projects and have established a consultative rapport resulting in high client satisfaction levels upon project closure. You have at least 5 years of experience delivering IT projects or support working with systems and virtualization, ideally with exposure to enterprise infrastructures. You have displayed experience acting as the professional nudge. You have a tried-and-true organizational system to keep yourself (and others) on task while ensuring exceptional quality. You keep us true to our word.You wield general productivity tools such as Microsoft Word, PowerPoint, Visio, and Excel to compose tasteful and informative documentation, outlines, and status reports for reference by interested parties. Ideally, you have mastered at least one tool in the PM arsenal (i.e. Microsoft Project, Microsoft PowerPoint, Microsoft Planner, Excel Gantt Charts, ServiceNow Project Portfolio) and you're familiar with popular methodologies (Agile, Waterfall, etc.). Your strength lies in picking up new tools and being able to learn on the fly—employing your past tool knowledge while addressing a new learning curve. You possess a winning combination of superb writing skills and highly refined verbal communication skills. You can convey energy, confidence, and genuine interest over the phone just as easily as you convey competence, professionalism, and trustworthiness in person. You translate to a C-Suite audience as seamlessly as you "talk tech" with engineers. Your emails are professionally worded, pristine (grammatically speaking), and have just the right pinch of personality. In any medium, communicating clearly, effectively, and persuasively is a natural ability you are proud of. You have an approach to working hours that is more adaptable than the traditional "9-to-5". As this team responds to business critical remediation projects, we are looking for an individual who is career-driven and doesn't shrink back when work requirements extend into evenings, weekends, and holidays. You are also open to getting on a plane when needed to be present at client sites when a project requires it (Approximately 1 week per quarter) On the flip side, you are motivated to work hard because you are rewarded with a generous comp plan that grows with the efforts you contribute, a flexible PTO policy, and an equally inspiring team who climbs that mountain together. You are ready to be an effective remote worker and have a dedicated, private space for a home office with a private internet connection with at least 50MBPS bandwidth. Public WiFi and shared common spaces do not meet these standards. WHO YOU ARE: PERSONALITY-WISE A Mythical Character. You aren't alarmed when someone expects you to be a hero; in fact, you pride yourself on frequently delivering big just when all hope seemed lost. Your persistence is notable, and you are one of those determined souls who insists on turning "We can't" into "How can we?" If you meet a roadblock, you'll try to scale it, dodge it, or blast through it before ever admitting defeat. On Defense. You treat each project as if you are the end all be all and take personal ownership of the stakes at play. In other words, you are the final straw--nothing can slip past you. You assume that if you ignore an issue, then the issue may implode. You continually operate with the mindset of being "the last defense" on your projects. The Devil is in the Details. You have an angelic ability to sort through chaos and make order. Your eye and attention for details helps you uncover hidden gems, while your thorough documentation and status updates capture and convey every facet of each stone. Corporate Usain Bolt. You're capable of moving rapidly from task to task without getting rattled. Your desk is clear, your email inbox is empty, your kitchen counters aren't cluttered, and you never spend 15 minutes tearing around the house in a desperate hunt for your car keys or train pass. You are a lean, mean, well-oiled machine. A Combo Meal. Your style is winningly ambidextrous. While you are known to be a loyal teammate and never falter on your commitment to seeing others thrive, you are not a push-over. You will fight back and advocate for the best marriage of client desires and superb delivery-pushing us along the path towards perfection. If Samwise Gamgee and Monica Geller had a child, it would be you. Emotionally Mature. Through your years of experience, you've learned that occasional hiccups are inevitable and now know enough to just keep moving towards the end goal. You're calm under pressure, encourage respectful dialog, and understand that communication is the balm that can soothe the sting of conflict. WHO WE ARE Founded in 2001, Entara is an eXtended Service Provider (XSP) focused on providing cutting edge technology and cyber security solutions to companies in regulated industries. With our roots in providing service to the electronic trading market, we are known for growing with the pace of technological change and the developing security needs of our clients. We are redefining ourselves - and our industry - and creating a new class of service providers, XSPs, because we recognize that MSPs and MSSPs are no longer what our clients need. Downward pressure from both regulators and insurance providers convinced us that it was time to integrate our IT and cyber security offerings and deliver strategic, future facing solutions for our clients. In order to build, maintain, and optimize these types
