Incident Response Project Manager

Summary

Join Entara as an Incident Response Project Manager and lead external client projects, ensuring successful and secure enhancements to their technical environments. You will be the primary client contact, managing project scope, budget, and resources. Responsibilities include coordinating multiple projects, collaborating on planning and design, tracking progress, and addressing client issues. You will work closely with engineers, leveraging conflict management and resource allocation skills. The role requires strong project management experience, technical proficiency, and excellent communication skills. You will be part of an on-call rotation and need adaptability to handle varying work hours. Entara offers a competitive compensation plan, flexible PTO, and a supportive team environment.

Requirements

• You’re a knowledge seeker. Regardless of method, you have obtained and exposed yourself to knowledge centers that have qualified you to master technical project delivery and the systems engineering required to successfully recover, deploy, and enhance infrastructures
• You ideally have a four-year degree in a relevant field and are working towards or have already obtained your PMP certification
• You’ve managed projects as the assigned “PM” instead of only having delivered them as an engineer
• You enjoy the dynamic of wearing multiple hats and taking the lead on client-facing communication, expectations, and timelines
• You’ve owned client-facing projects and have established a consultative rapport resulting in high client satisfaction levels upon project closure
• You have at least 5 years of experience delivering IT waterfall projects working with systems and virtualization with exposure to enterprise infrastructures
• You keep us true to our word. You have a tried-and-true organizational system to keep yourself (and others) on task while ensuring exceptional quality
• You possess a winning combination of superb writing skills and highly refined verbal communication skills
• You convey energy, confidence, and genuine interest over a call just as easily as you convey competence, professionalism, and trustworthiness in person
• You translate to a C-Suite audience as seamlessly as you “talk tech” with engineers
• Your emails are professionally worded, grammatically pristine, with the right pinch of personality
• In any medium, you pride yourself in clear, effective, and persuasive communication
• You have an approach to working hours that is more adaptable than the traditional "9-to-5"
• As this team responds to business-critical remediation projects, we are looking for an individual who is career-driven and won’t shrink back when work requirements extend into evenings, weekends, and holidays
• While travel is minimal, you’re also open to getting on a plane when needed to be present at client sites when a project requires it
• You are ready to be an effective remote worker and have a dedicated, private space for a home office with a private internet connection with at least 50MBPS bandwidth
• Public WiFi and shared common spaces do not meet these standards

Responsibilities

• Coordinates multiple, external technical projects from inception to completion: Follows established core processes, project templates, and methodologies
• Takes a lead in Professional Services stand-ups & meetings
• Collaborates on project planning, project design, preparation of deliverables, timelining, and contingency planning
• Understands SOW requirements and converts them into realistic, executable project plans
• Manages the project resources to effectively execute on-time deliverables
• Tracks and manages the project budget from the outset through successful completion
• Tracks and oversees T&M project scope and related time entries, confirming their validity
• Employs creative measures to keep project scope contained
• Ensures QA standards are being met before project delivery
• Outlines goals, strategy, and execution with Entara’s engineers: Assists in the initial triage and establishment of access for project kick-off
• Drives team’s development of project proposals and scope documentation
• Leverages conflict management techniques to address disagreements
• Assigns and aligns necessary resources, understanding resource requirements and capacity (perm or contracted) on projects, maximizing available resources and leveraging each engineer’s skill set effectively
• Follows up with engineers on a weekly, daily, or (when necessary) hourly basis to understand the progress of their assigned work and to identify potential roadblocks
• Monitors and summarizes progress of project(s) to stakeholders: Entara Leadership
• Finance
• Client Contacts and IR Partners
• Sets and conducts status meetings with client contacts, keeping them informed of progress and setting proper expectations Leads the creation of PowerPoint presentations and project reports as required for large projects
• Participates in incident response on-call rotation for incoming IR projects
• Identifies and understands when it is necessary to escalate issues to higher-level resources
• Addresses billing disputes, overruns, and customer service issues with meaningful resolutions, looping in additional Entara resources as necessary
• Conducts post-mortems to outline lessons learned and improve internal processes
• Problem Solving
• Becomes an active part of project teams solving technical or business roadblocks until a resolution is reached and the outcome is personally verified
• Perseveres in making sound judgment calls when lacking one or more desired resources or data points
• Challenges technical or business requirements ensuring that we deliver the right solution, at the right price, at the right time
• Leverages and employs an understanding of intermediate to advanced systems configuration, management, and maintenance in areas including the following (this is a sample but not exhaustive listing of work areas and project tasks assigned to our IR-focused engineers )
• Microsoft-related technologies: Windows Server, Exchange, SQL Server, SharePoint, Active Directory, GPO, LAPS, SCCM, MDT, Intune, 0365, Azure etc
• Virtualization technologies: VMware and Microsoft Hyper V Restore and reimage virtual servers from images and various backup solutions
• Restore and rebuild ESX and Hyper-V hosts, domain controller, etc
• Mount ISOs to virtual systems
• Upload virtual templates to any hypervisor
• Out of Band access to Physical systems
• Leverage console access such as ILO and iDrac to establish remote connection to offline physical systems
• Backup and disaster recovery solutions for both desktops and servers
• Access solutions: VPN, Remote Desktop, Citrix, etc
• Diagnostic tools; review event logs, Syslogs, monitoring data, and memory dumps to troubleshoot issues
• Security-enhancing solutions for systems and applications (including MFA and endpoint protection)
• Metrics Measuring Success
• Maintains billable utilization targets
• Ensures all mandatory reports are generated and updated daily
• Meets or exceeds deadlines for all assigned projects
• Keeps projects profitable while not skimping on quality
• Leverages cost variance and schedule variance formulas to measure project success
• Contributes to the team’s attainment of high customer satisfaction scores on project delivery
• Records complete change details, time worked entries, and work notes in ServiceNow in real-time
• Identifies opportunities for process improvement
• Following Process
• Follows Entara’s project process to execute project deliverables: configure, test, implement, refine, document, monitor, and transition to appropriate stakeholders
• Follows Entara’s Change Management Process to perform approved changes in client environments
• Communicates internally and (as directed) externally to provide timely information regarding project status, promised follow-ups, and requested feedback on a detailed and professional basis

Benefits

• Exposure to a diverse array of technologies
• Internal opportunities for career advancement
• Part of a team of experienced professionals that aim to deliver exceptional service
• Competitive compensation
• Robust benefits package: medical, dental, vision, disability, life insurance, 401k, and PTO
• Opportunities to further technical education through online courses
• Positive, friendly, and supportive office environment