Service Enablement Engineer Lead

Responsibilities

• Define, document, and execute onboarding procedures for services and systems, ensuring operational readiness, observability standards, and completion of all prerequisite tasks.
• Ensure accurate integration with monitoring platforms, CMDB requirements, and SKU-to-service alignment by collaborating with product, operations, engineering, and billing teams.
• Create, maintain, and standardize technical documentation, runbooks, onboarding workflows, and operating procedures to ensure consistency across managed services.
• Maintain audit trails for onboarding and enablement activities, enforce procedural compliance, and ensure data integrity across internal systems and client-facing platforms.
• Implement and manage secure remote access solutions, ensuring provisioning, de-provisioning, and access controls comply with security and regulatory requirements.
• Identify and automate repetitive processes using scripting or orchestration tools and integrate automation into onboarding and operational workflows to improve scalability.
• Manage and prioritize service enablement requests through ITSM systems, ensuring visibility, SLA adherence, and timely resolution.
• Partner with engineering, operations, customer success, security, and product teams to resolve implementation challenges and drive continuous process improvement.
• Support the development and launch of new service offerings by contributing to enablement playbooks, service build guides, and internal knowledge transfer.
• Make independent decisions on complex technical issues, establish enablement standards, and provide subject-matter expertise across multiple technology domains.
• Mentor and coach Service Enablement Engineers, Technicians, and Specialists through training, technical guidance, and best-practice reinforcement.

Qualifications

• H.S. Diploma or General Education Degree (GED)
• Bachelor’s Degree in Arts/Sciences (BA/BS) or Advanced degree in Engineering or similar field
• Technical Expertise: Solid understanding of cloud platforms (AWS, Azure, GCP), networking, security, and monitoring tools (e.g., OpsRamp, Zenoss, Nectar).
• ITIL Knowledge: Familiarity with service management frameworks like ITIL.
• Experience with Microsoft Office – intermediate to advanced
• Demonstrated expertise in multiple technology disciplines or advanced certifications (e.g., CCNP, MCSE, ITIL, etc.)
• Thriving in an environment of multiple shifting priorities. Must be detail oriented while handling multiple concurrent tasks and/or projects with minimal supervision, managing deadlines, and completing tasks on time.
• Gains insight from big pictures to enhance tactical steps
• Able to present point of view to gain buy in and drive change
• Exposure to enterprise environments or MSP (Managed Service Provider) setting
• Customer-Focused Mindset: Understanding of SLAs, SLOs, and the impact of technical decisions on customer satisfaction/experience.
• Collaboration: Experience working in cross-functional teams (engineering, operations, customer success).
• Automation Experience: Scripting or automation (Python, PowerShell, or Ansible) to improve service delivery efficiency.
• Assist in enforcing Security compliance for tooling and procedures.
• Proven leadership, mentoring, and project management experience.
• Exceptional communication, organizational, and analytical skills
• Strong ability to work independently and lead teams in high-pressure situations