Blue Mantis

Security Engineer

• Participate in daily network, firewall, and operational support.
• Ability to troubleshoot network issues and failures and follow best practices and troubleshooting methodology to quickly assess current situations, find solutions, and implement changes to correct and/or update network topologies to ensure stability and functionality.
• Provide technical analysis of operational issues and remediations during troubleshooting efforts to ensure documentations and procedures are followed and updated during active events. This includes the ability to report to management.
• Stay up to date on emerging technologies and products, including attaining certifications and participation in industry events as appropriate.
• Work with various stake holders to lead problem solving, evolve system roadmap and take critical decisions.
• Provide clear communication with regular updates/reports to the management team.

Network Security Engineer

Support Engineer

• Provide support to customer’s End Users both in person, over the phone, and through ServiceNow Ticketing system.
• Technician is responsible for problem determination, problem/incident recording, and problem resolution for clients of Blue Mantis.
• Onsite Desktop Support Technicians typically work on-location within a Blue Mantis client’s facilities.
• Technician will receive ticket escalations, direct end-user escalations, and participate as instructed in the Help Desk call queue.

Desktop Support Engineer, L1

IT Support

• Resolve problems reported to the call center by phone or web tickets.
• Provide first-level contact and problem resolution for customer issues.
• Provide timely communication on service ticket status and resolution.
• Assist Level I technicians with escalated issues.
• Update and maintain Help Desk Documentation and knowledgebase articles.
• Review and update Help Desk documentation as assigned.
• Review and create KB articles.
• Other functions as directed by management.
• Answer phone calls entered into the call center by the SLA. Resolve or escalated as needed.
• Acknowledge and work on incoming Help Desk web tickets by the SLA guidelines. Resolve or escalate as needed.
• Work on tickets escalated by Level I engineers.
• Create tickets and return calls to customer within the timeframe stipulated in the standard SLA.
• Quickly and effectively communicate with customers within the SLA timeframe.
• Work with vendor to resolve issues as required.
• Configure/image desktops or laptops as needed.
• Continually update and improve customer network documentation.
• Continuously improve upon technical skills sets within assigned areas of expertise.
• Continuously improve upon soft skill sets required to deliver outstanding customer service in a fast paced environment.
• Regular, predictable and punctual attendance. May occasionally need to work on holidays.

Help Desk Engineer

Account Executive

• Partner with Account Executives to support new business, renewals, and expansion opportunities.
• Prepare, manage, and deliver accurate quotes for hardware, software, subscriptions, and services.
• Assist with opportunity management, deal tracking, and sales documentation in CRM systems.
• Support deal registration, pricing approvals, and vendor programs as required.
• Work with technology vendors (e.g., Cisco, HPE, Dell, Lenovo, Microsoft, etc.) to obtain pricing, availability, and product information
• Identify suitable product alternatives for discontinued or constrained items
• Track lead times, supply chain constraints, and communicate updates to sales teams and customers
• Communicate professionally with customers via email and phone regarding quotes, renewals, licensing, and order status
• Coordinate with Operations, Finance, and Sales Operations to ensure smooth order fulfillment

Inside Sales Representative

Sales

• Lead, motivate, and develop a high-performing sales team.
• Set clear objectives and performance expectations for the sales directors.
• Uplevel performance management and related disciplines across the organization.
• Conduct regular performance reviews and implement development plans for each sales director, and ensure best practices related to team and customer management are being practiced.
• Represent Blue Mantis Sales at an executive level across the ecosystem – customers, prospects, and partners.
• Develop and execute a comprehensive sales strategy to achieve and exceed the assigned sales targets across lines of business and GTM practice disciplines.
• Monitor market trends and competitors to identify opportunities and threats.
• Work closely with executive leadership to establish growth plans and transparently communicate progress against those plans.
• Closely monitor top customer activities, top pipeline opportunities, performance across business lines, revenue & GP performance across business lines, and new account penetration success.
• Ensure operational excellence relative to forecast and pipeline management within SFDC.
• Manage the sales budget and ensure efficient allocation of resources, and monitor T&E to ensure alignment with budget and corporate policy across the Sales organization.
• Implement and monitor sales metrics to measure team @ AE performance and effectiveness.
• Meet and exceed assigned quarterly targets.
• Develop an effective hiring plan to contribute to exceeding sales targets in line with EBIDTA expectations.
• Collaborate internally, balancing strategic initiatives and tactical execution on a quarterly basis.
• Communicate effectively with the executive team, providing regular updates on sales performance, market conditions, and help needed.
• Establish a regular communication cadence with the Sales organization.

Vice President, Sales

Operations

• Own overall service delivery performance for 24x7x365 Network Operations services as defined in the SOW.
• Ensure compliance with all contractual SLAs/SLOs, including response times, ticket reduction targets, escalation rates, and MTTR.
• Serve as the final escalation authority for operational issues, repeated SLA risks, or systemic service failures.
• Act as the primary operational liaison to customer leadership, distinct from account management.
• Participating in and supporting Customer Success Manager and Technical Account Manager in: Monthly Operations Reviews, Quarterly Service Design / Continual Improvement Sessions, Annual Strategy & Roadmap Reviews.
• Provide clear, data-driven reporting on: SLA/SLO adherence, Incident and event trends, Alert noise reduction progress, Escalation patterns and root cause remediation.
• Translate operational telemetry into executive-ready narratives for customer stakeholders.
• Build trusted executive relationships through transparency, credibility, and predictable delivery.
• Own and operationalize ITIL-aligned practices including: Event Management (alert validation, correlation, suppression), Incident Management (triage, escalation, SLA enforcement), Problem Management (root cause analysis, trend reduction, backlog governance), Knowledge Management (KB adoption, left-shift enablement), Continual Service Improvement (CSI).
• Drive reductions in: False positives, Non-actionable alerts, Repetitive incidents.
• Ensure incidents do not remain isolated events but become inputs into Problem Management.
• Provide operational leadership across: Tier 1, Tier 2, Tier 3 engineers, NOC Team Leads / Managers.
• Hold Team Leads accountable for: Queue health, SLA adherence, Knowledge quality, Escalation discipline.
• Ensure appropriate staffing coverage aligned to: Ticket volume, Priority distribution, Time-of-day demand.
• Partner with leadership on workforce planning, onboarding readiness, and skill progression.
• Own the NOC improvement plan outlined in the SOW, including: Ticket reduction initiatives, Alert threshold rationalization, Correlation and deduplication strategies, Automation opportunities.
• Partner with tooling stakeholders (e.g., OmniCenter, ServiceNow, AI Ops platforms) to improve outcomes, not just features.
• Establish feedback loops between: Monitoring configuration, Incident outcomes, Problem records, Knowledge articles.
• Ensure new services, changes, and deployments do not introduce unmanaged noise.

Senior IT Operations Service Manager

• As a Presales Enterprise Architect, focus on customer's overall IT architecture at a strategic level.
• Propose and develop solutions that will address enterprise-wide projects.
• Design scalable, flexible, and cost-effective architectures that align with client needs.
• Collaborate with practice managers, principals, and leaders to harmonize strategic roadmaps.
• Evangelize and promote Blue Mantis at customer, industry, and symposium events as a highly proficient public speaker.

Presales Enterprise Architect

• Own and manage day-to-day service delivery across L1, L2, and Specialist teams.
• Ensure adherence to SLAs, OLAs, and customer commitments.
• Act as escalation point for high-priority incidents.
• Drive service stability, availability, and performance.
• Monitor service health, workload, and queue management.
• Ensure seamless 24x7 service continuity
• Ensure timely resolution of incidents and service requests.
• Maintain backlog and queue health.
• Drive adherence to runbooks and procedures.
• Collaborate with engineering teams for resolution.
• Support onboarding of new services into operations
• Lead and manage Team Leads and operational teams.
• Drive performance through coaching and feedback.
• Manage staffing, rostering, and capacity planning.
• Ensure skill coverage across shifts.
• Build a high-performance and accountable team culture
• Act as key contact for service delivery interactions.
• Participate in service reviews and provide updates.
• Handle escalations and ensure timely communication.
• Collaborate with internal stakeholders.
• Drive service delivery improvements.
• Enhance service quality and reduce downtime
• Support automation initiatives.
• Implement lessons learned from incidents
• Achievement of SLA targets.
• Improved service availability.
• Efficient incident resolution.
• Reduced customer escalations.
• High team performance and engagement