Managed Services Consultant

Are you passionate about solving problems and delivering next-generation software to enhance the Internet experience? Join a global leader creating software for broadband service providers. We have been growing since 1992 and now work with some of the top service providers worldwide to deliver solutions that are innovative, creative, and make life easier for millions of subscribers.

We are seeking a Managed Services Consultant in Ontario, Canada who thrives in a fast-paced global team environment.

Summary

The Managed Services Consultant is the technical delivery resource within the managed services engagement model. This role is responsible for executing on the operational commitments made to customers under managed services agreements, which may include platform installation and configuration, upgrades, operational ownership of customer environments, integration of visibility and monitoring tooling, and ongoing optimization of Incognito solutions in production. The Managed Services Consultant works under the direction of the Managed Services Manager, who owns the customer relationship and overall engagement scope, and operates independently of the maintenance support organization, which handles day-to-day break/fix and troubleshooting scenarios under a separate structure.

This role requires a balance of strong technical depth and confident customer-facing delivery skills. The Managed Services Consultant must be capable of executing complex technical workstreams independently while communicating progress, findings, and risks clearly to customer technical teams and internal stakeholders. Salary range for this role in Ontario $70-80,000 CAD.

Responsibilities

• Execute technical deliverables within managed services engagements as defined by the Managed Services Manager, including platform installations, configuration, upgrades, and environment optimization.
• Assume operational ownership of customer platforms where defined in the engagement scope; act as the embedded technical authority for those environments for the duration of the engagement.
• Deploy and integrate visibility, monitoring, and operational tooling within customer environments as required by the engagement.
• Troubleshoot complex issues within managed environments, applying deep knowledge of Incognito products and underlying infrastructure to identify root cause and drive resolution.
• Optimize and tune deployed solutions for performance, reliability, and operational efficiency; identify and recommend improvements beyond the baseline scope where applicable.
• Manage assigned delivery workstreams to scope, timeline, and quality standards; proactively surface risks or blockers to the Managed Services Manager before they impact delivery.
• Communicate technical findings, delivery status, and recommendations to customer technical teams in a clear and professional manner; escalate relationship or commercial matters to the Managed Services Manager.
• Produce accurate and complete delivery documentation including configuration records, installation guides, runbooks, and handover materials at the close of each engagement workstream.
• Submit Jira escalations to the product and engineering team when platform defects or gaps are identified during an engagement, with full documentation: root cause evidence, customer impact, and verification method.
• Contribute to internal knowledge development by documenting reusable technical procedures, lessons learned, and engagement patterns for use across the managed services practice.
• Develop and maintain scripts and automation tools to support delivery efficiency and customer operational outcomes.

Qualifications:

• Required
  • 3+ years of experience in a technical role involving installation, configuration, and troubleshooting of networked software platforms; experience in a managed services, professional services, or systems integration context preferred.
  • Intermediate to advanced Linux proficiency: filesystem and process management, log analysis, resource monitoring, and ability to diagnose system-level issues from command-line output.
  • Solid working knowledge of DHCP, lease behavior, relay agent operation, and diagnosis of common failure modes.
  • Solid working knowledge of DNS including the full resolution chain, authoritative and recursive resolver behavior, TTL behavior, common record types, and diagnosis of resolution failures.
  • Ability to run and perform basic to intermediate interpretation of packet captures using tcpdump, Wireshark, or equivalent; must be able to follow protocol flows and identify anomalies relevant to provisioning or connectivity issues.
  • Working understanding of TCP/IP, subnetting, and network architecture in multi-tier service provider environments.
  • Ability to install, configure, and troubleshoot OSS/network management platforms; willingness to develop deep product knowledge as a core expectation of the role.
  • Confident and professional customer-facing communication skills; able to present technical findings, delivery status, and recommendations to customer technical teams without supervision.
  • Ability to manage individual delivery workstreams independently: track tasks, maintain scope, meet deadlines, and communicate proactively when risks arise.
  • Strong written communication skills; able to produce clear and accurate technical documentation to a customer-deliverable standard.
• Preferred
  • Working knowledge of cable modem provisioning protocols: DOCSIS, TFTP, CWMP/TR-069, and TR-369/USP.
  • Scripting proficiency in one or more of: Bash, Python, Perl; ability to write scripts to automate operational or diagnostic tasks.
  • Experience reading and interpreting application log output to identify root cause and propose remediation.
  • Familiarity with monitoring and visibility tooling integration in production environments.
  • Experience with relational or non-relational databases (PostgreSQL, MySQL, MongoDB, or equivalent).
  • Familiarity with REST APIs and XML; ability to diagnose basic integration issues from API traces.
  • Experience presenting technical outcomes to customer management audiences.
  • Bilingual (English/Spanish) is a plus, but not required