Description
At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW.
Job Summary
The primary purpose of this position is to make innovative and strategic contributions to the design and implementation of new solutions and products for Managed Services clients. This includes applying a deep understanding of applicable technologies- such as enterprise data storage systems, mainframe, midrange, Windows, Unix/Linux systems, network infrastructure, virtualized environments, and database systems- to evaluate system-wide impacts, hardware-software tradeoffs, and business considerations. A key responsibility of this role is the installation and maintenance of mainframe DB2 software, including estimating and planning for installation, upgrades, and new customer transitions. The position also provides technical leadership and oversight for Managed Services Solutions, guiding projects and reviewing solution architectures. As a senior member of the engineering team, this role supports complex technical services and ensures the successful delivery and evolution of Managed Services offerings.
What You Will Do:
* Provide technical consultation, assist in proposal development, and support technical sales efforts.
* Act as a subject matter expert, offering leadership and guidance to customers, the Managed Services Team, and cross-functional groups.
* Maintain strong client relationships, serving as a key communication point between CDW and Managed Services clients.
* Lead design workshops for complex solutions, mentor engineers, and stay current on emerging technologies.
* Develop and maintain customer-facing materials including presentations, demo instructions, training documentation, and templates.
* Estimate effort for service engagements and contribute technical input for Scopes and Statements of Work.
* Design and oversee infrastructure upgrades, provide technical support, and follow change control, incident response, and testing protocols.
* Deliver Managed Services offerings as outlined in CDW's Service Descriptions and Service Catalog.
* Provide 24x7 support for critical systems as part of an on-call rotation and assist peers with complex technical issues.
* Lead client projects to modernize technology infrastructures, review and execute test plans, and implement cutting-edge solutions.
* Conduct expert-level throughput analysis, root cause analysis, and infrastructure planning.
* Identify cross-selling opportunities and collaborate with the Professional Services team when needed.
* Complete tasks on time, execute scopes of work per implementation plans, and adhere to SLAs in production environments.
* Collaborate with Customer Success, Project Management, R&D, and Sales teams.
* Test, evaluate, and develop new products and solutions; train customers and internal teams; and manage service requests daily.
* Serve as technical lead for specific technologies and advise across the full stack of Managed Services solutions.
* Ensure system improvements and modifications are implemented effectively.
* Provide technical assistance for Disaster Recovery exercises and Business Continuity processes.
* Develop, enhance, and support scalable technical approaches for large, complex mainframe environments.
* Install and maintain mainframe DB2 software, including planning and executing installations, upgrades, and customer transitions.
* Identify and resolve performance issues, particularly within DB2 environments.
* Participate in the development and improvement of installation standards and project planning efforts.
* Work with project managers to develop and implement project plans and timelines.
* Update and manage customer incident tickets and change orders, providing status updates to internal and client stakeholders.
* Provide technical training and mentoring to team members.
What We Expect of You:
* Bachelor's degree and at least 7 years of IT engineering experience, including administration in z/OS, OR
* 11 total years of IT engineering experience with a minimum of 7 years in z/OS administration and IT engineering experience performing DB2 system management functions (e.g., software installations, version upgrades, product maintenance, configuration and administration.
* Demonstrated experience installing, maintaining, and supporting mainframe software products from vendors such as IBM, Computer Associates, Compuware, and BMC.
* Proven ability to provide primary support for DB2, QMF, and related OEM software products, including fulfilling service requests for mainframe z/OS customers.
* Demonstrated ability to transition customers effectively, ensuring technical issues are addressed to meet transition timelines.
* Experience executing tasks associated with customer disaster recovery plans.
* Strong communication and presentation skills, with the ability to interact effectively across all levels of leadership and technical teams.
* Currently holds high-level certifications in primary technical areas of expertise.
* Demonstrated ability to align technical knowledge with business direction to deliver customer-focused outcomes.
* Proven track record in developing project plans and schedules for complex projects or new solution/product development.
* Ability to build customer trust and confidence in CDW Managed Services' understanding of business needs.
* Skilled in balancing multiple priorities in a dynamic environment while meeting deadlines.
* Advanced root cause analysis capabilities and a focus on delivering long-term solutions.
* Strong organizational, analytical, and problem-solving skills with a commitment to customer service and professionalism.
* Ability to follow policies and procedures consistently, prioritize effectively, and manage multiple tasks in a fast-paced, growth-oriented environment.
* Demonstrates independence and teamwork, offering mentorship and support to peers.
* Effective time management skills and flexibility to travel as needed.
* Demonstrated ability to develop strong customer relationships and promote CDW's mission through consistent, values-driven behavior.
* Experience with Managed Services environments is a plus.
* Familiarity with ServiceNow or similar incident/change management tools is a plus.
* ITIL knowledge or certification is a plus.
* Knowledge of assembler is a plus. Pay range: $127,000 - $187,280 depending on experience and skill set Annual bonus target of 10% subject to terms and conditions of plan Benefits overview: https://cdw.benefit-info.com/ Salary ranges may be subject to geographic differentials #LI-TP1
* We make technology work so people can do great things.
* CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive. CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law. CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, CDW's goal is to get to know you as an applicant and understand your experience, strengths, skills, and qualifications. While AI can help you present yourself more clearly and effectively, the essence of your application should be authentically yours. To learn more, please review [CDW's AI Applicant Notice](https://www.cdwjobs.com/pages/ai-applicant-notice).