Managed Services Specialist
WorldNet Telecommunications, Inc.
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Job summary
WorldNet Telecommunications, Inc. is seeking a Senior Managed Services Specialist in Guaynabo, PR to own operation and optimization of the company’s managed cloud, virtualization, cybersecurity, backup, hosting, and infrastructure platforms.
You will lead escalation for complex issues, ensure SLA compliance, and drive automation to improve efficiency across internal and customer environments. This role collaborates with internal teams, customers, and vendors to deliver reliable services, while
Qualifications
- Bachelor's degree in Information Systems, Computer Science, or related field.
- Minimum five years of enterprise infrastructure and cloud services experience.
- Experience in MSP/MSSP environments is highly desirable.
Responsibilities
- Own day-to-day operation and lifecycle management of Managed Services platforms and infrastructure.
- Ensure SLAs and operational standards are met for managed services.
- Monitor service health, availability, capacity, and performance across platforms.
- Perform advanced troubleshooting and root cause analysis for complex issues.
- Serve as senior escalation resource for infrastructure, cloud, virtualization, cybersecurity, and hosted services.
- Design and implement automation solutions to reduce manual tasks and improve consistency.
- Develop scripts/tools for provisioning, monitoring, maintenance, reporting, and bulk operations.
Skills
Education
Tools
Job description
If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.
Regular Full-Time Professional Guaynabo, PR, US
5 days ago Requisition ID: 1328
We are an Equal Employment Opportunity Employer and take Affimative Action to recruit Protected Veterans, and Individuals with Disabilities.
The Managed Services Specialist is responsible for the technical ownership, optimization, and continuous improvement of the Company's managed cloud, virtualization,cybersecurity, backup, hosting, and infrastructure platforms. This position serves as the senior technical escalation resource for Managed Services and is accountable for maintaining service availability, security, performance,and SLA compliance across customer and internal environments.
The Managed Services Specialist works closely with internal departments, customers, vendors, and external contractors to ensure reliable service delivery while identifying opportunities to improve operational efficiency through automation, standardization, proactive monitoring, and infrastructure enhancements.
include the following. Other duties may be assigned.
- Own the day-to-day operation and lifecycle management of Managed Services platforms and supporting infrastructure.
- Ensure managed services meet established Service Level Agreements (SLAs), operational standards, and customer expectations.
- Monitor service health, availability, capacity, and performance across all supported platforms.
- Perform advanced troubleshooting and root cause analysis for complex infrastructure and application issues.
- Serve as the highest-level technical escalation resource for infrastructure, cloud, virtualization, cybersecurity, and hosted services.
Install, configure and maintain enterprise systems utilizing:
- Docker engines and containers
- Windows Server
- VMware
- KVM and Frontends
- Hyper-Converged Infrastructure (HCI) or equivalent
- SAN/vSAN storage
- Veeam Backup & Replication
- Cloud based solutions
- Fortinet security platforms (FortiManager, FortiAnalyzer, FortiMail, EMS, EDR)
- DNS
- LDAP
- SFTP
- SMTP
- MySQL
- Secure communications (IPSec / Cloudflare Proxy / Kasm / Authentik / Endpoint hardening / MFA implementations)
- VPS hosting environments
- Vendor agnostic core and perimeter security
- Core monitoring platforms
- Event notification platforms
- Vendor agnostic routing and switching
- Wi-Fi networking
- Design and implement automation solutions that reduce manual administrative tasks and improve operational consistency.
- Develop scripting and automation tools for provisioning, monitoring, maintenance, reporting, and bulk administrative operations.
- Evaluate existing infrastructure and recommend improvements that enhance security, reliability, scalability, and operational efficiency.
- Participate in the design, implementation, and migration of new managed service offerings.
- Develop operational standards, implementation procedures, and technical documentation.
- Perform system hardening following industry best practices.
- Coordinate operating system, firmware, and application patch management.
- Participate in vulnerability remediation efforts.
- Ensure backup, disaster recovery, and business continuity procedures remain operational and properly documented.
- Assist with security incident investigation activities.
- Observe and maintain enterprise monitoring platforms, logging systems, alerting tools, IDS/IPS solutions, fraud detection platforms, and performance monitoring systems.
- Analyze recurring incidents and implement permanent corrective actions.
- Coordinate major incident response activities with internal teams and external vendors.
- Produce operational reports, service metrics, and SLA compliance documentation.
- Coordinate technical activities with managed service vendors and external contractors.
- Participate in customer technical meetings as required.
- Provide technical recommendations for infrastructure improvements and service optimization.
- Assist engineering and sales teams with technical planning for Managed Services opportunities.
- Develop and maintain disaster recovery procedures and operational runbooks.
- Participate in change management planning, implementation, validation, and post-change review.
- Maintain awareness of emerging technologies and recommend improvements that enhance the Managed Services portfolio.
This position has no direct supervisory responsibilities but serves as a senior technical resource responsible for coordinating technical activities involving internal teams, vendors, contractors, and customer stakeholders.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Bachelor's Degree in Information Systems, Computer Science, Computer Engineering, or a related technical field.
- Minimum five (5) years of progressively responsible experience supporting enterprise infrastructure, virtualization, cloud services, cybersecurity platforms, or Managed Services environments.
- Equivalent combinations of education, experience, and industry certifications will be considered.
- Experience working within Managed Services (MSP/MSSP) environments is highly desirable.
- Windows Server
- VMware
- Hyper-V
- KVM
- Hyper-Converged Infrastructure
- SAN Storage
- Software Defined Networks and Storage
- Fortinet Security Platforms
- Vendor agnostic backup and replication tools
- Reverse proxies
- DNS
- LDAP
- SMTP
- SFTP
- SSH with certificate authentication
- SNMP
- Syslog
- Routing and switching
- VLANs
- MySQL
- Python
- Golang
- Bash
- PowerShell
- Automation scripting
Demonstrated ability to:
- Perform advanced troubleshooting of complex technical issues.
- Conduct Root Cause Analysis (RCA).
- Prioritize multiple production issues simultaneously.
- Communicate effectively with technical and non-technical personnel.
- Develop technical documentation and operational procedures.
- Work independently with minimal supervision.
- Lead technical problem resolution activities.
- Manage competing priorities while maintaining service quality.
- Fortinet Certified Professional (FCP) or higher.
- VMware Certified Professional (VCP)
- Veeam VMCE
- AWS Solutions Architect Associate
- ITIL Foundation
- Network + - CompTia
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to sit. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; stoop, kneel, crouch, or crawl; and talk or hear. The employee must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is occasionally exposed to risk of electrical shock. The noise level in the work environment is usually quiet.
This job description does not list all the duties of the job. You may be asked by supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.
WorldNet Telecommunications has the right to revise this job description at any time. This job description is not a contract for employment.
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