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• Senior L3 / lead mobility specialist responsible for platform engineering, advanced troubleshooting, analytics, governance, automation, and strategic optimization of enterprise mobility services.
• Acts as technical escalation point while driving security, efficiency, and service maturity.
JAMF 200/300 (Technician/Advanced) or Microsoft Mobility Certifications are highly preferred.
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Assist in creating and maintaining product, services, and SKU data records across designated platforms, following established procedures
Support data hygiene efforts by identifying and flagging duplicate, incomplete, or inconsistent product information for review
Follow standard operating procedures (SOPs) to ensure consistent product data entry and taxonomy alignment
Assist with the cataloging and upkeep of solution scoping templates and product sizing reference materials
Pull and organize routine data reports under the guidance of senior team members
Coordinate with team members to gather product information needed for catalog updates
Document task steps and data sources to support process transparency and knowledge transfer
Complete a structured 90-day onboarding plan covering core platforms, SOPs, and data quality standards
Supports the team's use of existing agentic AI systems by running predefined workflows, logging outputs, and flagging errors or unexpected results for senior review
Bachelor's degree in Business, Information Systems, or a related field (or equivalent experience)
1-2 years of experience in a technology services environment
Proficiency in Microsoft Excel
Strong attention to detail and ability to follow documented procedures
Basic understanding of AI Prompting and Agentic AI approach
Effective written and verbal communication skills
Exposure to Salesforce or similar CRM/ERP platforms
Exposure to Power BI
Familiarity with product catalogs, SKU structures, or inventory management concepts
Experience in an IT services or technology distribution environment
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Technical Troubleshooting & Escalation
* Lead resolution of Tier‑3 support cases for Palo Alto NGFW, Panorama, GlobalProtect, Prisma SD-WAN, Prisma Access, Strata, and SASE cloud firewall products, Cortex within TAC workflows.
* Perform advanced diagnostics, packet captures, log analysis, root-cause analysis and lab reproductions.
* Interface directly with enterprise customers and act as a senior escalation point for P1/P2 incidents.
Technical Leadership & Knowledge Management
* Mentor L1/L2 TAC engineers, shaping troubleshooting approach and case handling.
* Create/manage knowledge base articles, internal guides, and conduct training sessions for TAC teams.
Cross-Functional Collaboration
* Work closely with Engineering, QA, and Product Management to escalate bugs and influence product improvements.
* For ETAC/Advanced TAC roles: be a bridge between TAC and Engineering—replicate issues, provide early-stage feedback on new products, and contribute to feature supportability.
Automation & Tooling
* Develop troubleshooting scripts/tools (Python, REST, CI/CD) to speed up issue resolution and improve efficiency.
* Route supportability input into product release processes and assist with release validation workflows.
Metrics, Process, & Incident Management
* Monitor case metrics: time-to-resolution, backlog, escalations; identify trends and efficiency gaps.
* Own P1/P2 incident lifecycle: ensure proper escalation, executive communication, and post-mortem reports.
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Category |
Requirements |
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Experience |
5–9 years in enterprise-level TAC/support or network/security engineering; 2+ years in L3 escalation roles |
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Technical Skills |
Expert in PAN-OS, firewalls, Panorama, Prisma SD-WAN, Prisma Access, Strata, SASE, VPN, routing (BGP, OSPF), packet diagnostics (Wireshark), Linux shells |
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Certifications |
PCNSE required; PCNSA, PCCSE |
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Scripting |
Python, REST API, or equivalent automation experience |
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Soft Skills |
Strong communicator; adept at customer-facing handling and cross-team leadership |
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Work Scope |
Ability to work across rotational shifts; availability for incident-based after-hours effort |
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Incident & Problem Management
Provide expert-level support for NetApp storage environments, including performance, capacity, data protection, and interoperability issues.
Own NetApp incidents end-to-end from triage through resolution, including clear customer communication.
Act as escalation point for Sev 1/2 storage incidents to rapidly restore service and protect critical business workloads.
Perform root cause analysis for major storage incidents and implement corrective and preventive actions.
Hardware & RMA Coordination
Lead and coordinate hardware replacement processes (RMAs, drive replacements, controllers, shelves) with NetApp and logistics partners.
Manage end-to-end RMA lifecycle: identification, RMA creation, shipment tracking, onsite installation coordination, and post-replacement validation.
Ensure accurate documentation of RMA activities, asset updates, and configuration changes within customer and internal systems.
Proactive Health, Capacity & Best Practice Reviews
Use NetApp tools (e.g., Active IQ) to identify risks, configuration deviations, and performance/capacity issues.
Conduct periodic environment health and best-practice reviews, presenting findings and remediation plans to customers.
Recommend and support configuration optimizations, firmware/ONTAP upgrades, and data layout improvements.
Change & Upgrade Support
Plan and support NetApp-related change windows (e.g., ONTAP upgrades, shelf additions, hardware refreshes).
Create and review change plans, rollback procedures, and validation checklists for storage changes.
Ensure changes are executed safely and documented thoroughly.
Customer & Cross-Vendor Collaboration
Serve as a trusted technical advisor to customers on NetApp and storage-related architecture decisions.
Collaborate with networking, virtualization, and backup teams to resolve multi-domain issues (e.g., VMware + NetApp, SAN fabric, backup tools).
Coordinate with NetApp support as needed while maintaining AHEAD’s “single point of contact” for the customer.
Documentation & Continuous Improvement
Develop and maintain runbooks, troubleshooting guides, and knowledge base articles for NetApp technologies.
Identify opportunities to automate health checks, reporting, and common remediation tasks.
Mentor and cross-train other engineers on NetApp storage technologies and best practices.
Technical Expertise - Strong hands-on experience with:
NetApp AFF and FAS platforms
ONTAP/ONTAP Select (clustered architecture, SnapMirror/SnapVault, etc.)
E-Series and/or All SAN Arrays (as applicable)
Storage networking concepts (Fibre Channel, iSCSI, NFS, SMB)
Performance tuning and capacity planning in storage environments
Familiarity with Active IQ or similar analytics tools for storage health and risk analysis.
Experience
8+ years in storage engineering/administration/support, ideally with a heavy NetApp focus.
Experience supporting mission-critical, 24x7 enterprise environments.
Background in incident, problem, and change management (ITIL desirable).
Soft Skills
Clear, concise communication with both technical and non-technical stakeholders.
Ability to manage multiple incidents and projects simultaneously.
Strong sense of ownership and accountability for customer outcomes.
Education & Certifications (Preferred)
Relevant NetApp certifications such as:
NetApp Certified Data Administrator (NCDA)
NetApp Certified Implementation Engineer (NCIE)
Other storage/virtualization certifications (e.g., VMware, Cisco) are a plus.
Success Measures (Role-Level KPIs)
Reduction in Sev 1 incident rate per NetApp array or environment.
RMA cycle times (initiation to fully validated replacement) meeting or beating target.
Active IQ risk remediation rates and decline in critical/high-risk findings over time.
Storage environment health scores (capacity, performance, configuration compliance).
Customer satisfaction (CSAT) for NetApp-related incidents and reviews.
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We are looking for an experienced Cortex Platform Engineer with deep expertise in Palo Alto Networks’ Cortex ecosystem. Cortex XDR is the primary focus of this role — you will own its deployment, configuration, detection engineering, and day-to-day operations — but you will also bring working knowledge across Cortex XSOAR, XSIAM, Cortex Cloud, and Prisma Access to support a maturing, integrated security operations environment.
This is a hands-on, high-ownership role at the intersection of endpoint security, SOC automation, cloud security posture, and secure network access. You will partner closely with SOC analysts, security architects, and cloud engineering teams to drive platform adoption, improve detection coverage, and accelerate response across the full Cortex stack.
Cortex XDR — Primary Focus
Cortex Cloud — Cloud Security Posture
Prisma Access — SASE & Secure Network Access
Platform Integration & Governance
Experience
Technical Knowledge
Certifications
Additional Technical Experience
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We are seeking a Solutions Architect – Microsoft Technologies to serve as a senior technical authority across the Microsoft ecosystem, bridging solution design, client advisory, pre-sales engineering, and advanced troubleshooting for AHEAD’s Intelligent Support clients. This role is central to how we deliver value — you will design scalable, secure Microsoft-based solutions, guide clients through complex technical decisions, and act as the escalation point for the most challenging incidents across Azure, Microsoft 365, and on-premises infrastructure.
The ideal candidate is a hands-on technologist who can whiteboard an enterprise architecture in the morning, lead a client through a critical incident in the afternoon, and refine a go-to-market proposal by end of day. You thrive at the intersection of deep technical knowledge and client-facing communication, and you are energized by solving problems others have given up on.
Solution Design & Architecture
Architect enterprise-grade Microsoft solutions spanning Azure (networking, compute, storage, identity, security), Microsoft 365, Dynamics 365, and hybrid/on-premises infrastructure tailored to client business objectives.
Lead cloud migration and modernization assessments, including workload evaluation, Azure landing zone design, migration planning, and post-migration optimization.
Design and enforce security architectures using Microsoft Entra ID, Conditional Access, Defender for Cloud, Defender for Endpoint/Identity/Office 365, Microsoft Sentinel, and Purview compliance capabilities.
Develop and present architectural roadmaps, reference designs, and technical solution documentation for client engineering teams and senior leadership.
Client Engagement & Advisory
Serve as a trusted technical advisor to enterprise clients, translating complex technology capabilities into clear business outcomes — cost savings, risk reduction, operational efficiency, and competitive advantage.
Lead discovery workshops, whiteboard sessions, and visioning engagements that align Microsoft platform capabilities with client strategic goals.
Partner with Client Success Managers and Technical Account Managers to deliver monthly operational reviews, quarterly business reviews, and proactive supportability assessments for major migrations or deployments.
Build long-term client relationships by demonstrating consistent technical depth, responsiveness, and a genuine commitment to client success.
Technical Pre-Sales Support
Collaborate with sales, solutions engineering, and partner teams to scope, design, and present Microsoft-focused solutions in a consultative, outcome-driven manner.
Develop statements of work, proposals, technical response documents, and bills of materials for Intelligent Support, Managed Services, and Professional Services engagements.
Support go-to-market strategy by evaluating emerging Microsoft services, building demonstrations, and enabling internal sales teams on new solution offerings.
Leverage AHEAD’s Microsoft partnership programs — including ECIF, Azure Migrate & Modernize (AMM), and Azure Marketplace — to position solutions with maximum client value.
Complex Issue Resolution & Escalation
Act as the senior escalation point for complex, cross-platform incidents spanning Azure, Microsoft 365, and hybrid infrastructure — diagnosing root causes, coordinating remediation, and driving resolution where standard support processes fall short.
Troubleshoot intricate interoperability problems across Microsoft and adjacent technologies, coordinating with multiple vendor support teams when necessary to deliver end-to-end resolution.
Perform root cause analysis on critical and high-severity incidents, documenting findings and implementing preventive measures to reduce future occurrence.
Contribute to operational excellence by developing knowledge base articles, troubleshooting guides, runbooks, and standard operating procedures that uplift the broader engineering team.
Mentorship & Continuous Improvement
Mentor and coach engineers across the Intelligent Support and Managed Services teams, raising the technical bar through knowledge sharing, peer reviews, and structured development.
Stay current with Microsoft product roadmaps, feature releases, and architectural best practices; evaluate new capabilities and recommend innovations that enhance AHEAD’s service offerings.
Contribute to AHEAD’s internal communities of practice, participating in cross-practice development efforts as a subject matter expert for Microsoft technologies.
Experience
10+ years of progressive IT infrastructure and engineering experience, with 5+ years focused on Microsoft technologies in enterprise environments.
3+ years in a client-facing architect, consultant, or senior engineering role designing and delivering Microsoft solutions.
Proven track record designing and implementing solutions across Azure core services — networking, compute, storage, identity (Entra ID), monitoring, and governance.
Demonstrated experience with Microsoft 365 administration and architecture — Exchange Online, SharePoint Online, Teams, OneDrive, Intune/Endpoint Manager — including tenant configuration, governance, and service health management.
Hands-on experience with cloud security controls: Conditional Access, MFA, RBAC, Microsoft Defender suite, and compliance frameworks (Purview, DLP, retention policies).
Strong background in incident response, root cause analysis, and production troubleshooting across Azure and Microsoft 365 workloads.
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Domain |
Core Competencies |
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Microsoft Azure |
Virtual Networks, VMs, Storage, Azure Monitor/Log Analytics, Key Vault, Azure Policy, Management Groups, VPN Gateway, ExpressRoute, Private Link, NSGs, Azure Firewall, Application Gateway/WAF, DNS, Microsoft Entra ID, PIM, Conditional Access, Defender for Cloud |
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Microsoft 365 |
Exchange Online, SharePoint Online, OneDrive, Teams, Intune; governance and lifecycle administration; security and compliance (Purview, Defender for Office 365, Secure Score) |
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Identity & Security |
Microsoft Entra ID, Entra Connect/Cloud Sync, ADFS, hybrid identity, SSO integration, Conditional Access, Defender for Endpoint/Identity, Microsoft Sentinel |
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On-Premises & Hybrid |
Windows Server, Active Directory, SQL Server, System Center, Exchange Server, SharePoint Server, hybrid cloud integration |
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Automation & Tooling |
PowerShell (advanced), Azure CLI, Terraform and/or Bicep/ARM templates; familiarity with CI/CD pipelines (Azure DevOps or GitHub Actions) |
Microsoft Certified: Azure Solutions Architect Expert (AZ-305)
Microsoft Certified: Azure Administrator Associate (AZ-104)
Microsoft 365 Certified: Enterprise Administrator Expert
Advanced Microsoft certifications: Azure Security Engineer Associate (AZ-500), Azure DevOps Engineer Expert (AZ-400), Cybersecurity Architect Expert (SC-100), or Security Operations Analyst (SC-200).
Experience with Dynamics 365 and Power Platform (Power Apps, Power Automate, Power BI).
Deep Azure networking design experience — hub-and-spoke topologies, Azure Firewall, ExpressRoute, private endpoints, DNS architecture.
Hands-on experience with Microsoft Sentinel for SIEM/SOAR implementation and security monitoring workflows.
Experience designing Azure governance at scale — landing zones, management groups, policy/initiative structures, standardized subscription models.
Familiarity with ITSM/ITIL-aligned environments, particularly ServiceNow, and experience driving measurable operational improvements.
Experience in a managed services, professional services, or technology consulting environment with multiple concurrent client engagements.
Background in Microsoft licensing models — CSP, EA, NCE, SPLA — and the ability to advise clients on optimization strategies.
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Lead diagnosis and resolution of critical (P1/P2) production incidents in Dynamics 365 Finance & Operations environments
Perform in-depth root cause analysis on complex technical issues, including performance degradation, batch processing failures, integration errors, data inconsistencies, and custom extension defects
Conduct advanced troubleshooting using X++ debugging tools, Trace Parser, SQL Server Profiler, LCS Environment Monitoring, Application Insights, and Azure diagnostics
Develop, test, and deploy hotfixes and deployable packages to production and sandbox environments via Lifecycle Services (LCS) and Azure DevOps
Optimize system performance through query tuning, index management, batch framework configuration, and application-level improvements
Collaborate with Microsoft Premier Support and Customer Support Services (CSS) on escalated cases, serving as the primary technical point of contact
Partner with functional teams, infrastructure engineers, and client IT stakeholders during major incidents and post-incident reviews
Author detailed post-mortem reports and implement preventive measures to reduce recurrence
Contribute to the development and maintenance of monitoring, alerting, and operational runbooks
Provide technical guidance and mentorship to mid-level support engineers
Participate in a structured on-call rotation with premium compensation
8+ years of hands-on technical experience with Microsoft Dynamics AX and/or Dynamics 365 Finance & Operations
Advanced proficiency in X++ development, extensions framework, event handlers, and chain-of-command
Expert-level knowledge of D365 F&O architecture, metadata model, batch framework, data entities, and security configuration
Strong command of SQL Server performance tuning and query optimization in Azure SQL environments
Demonstrated experience resolving complex production incidents in large, multi-company D365 F&O deployments
Proficiency with diagnostic tools: LCS diagnostics, Trace Parser, PerfTimer, X++ profiler, and Azure monitoring services
Solid understanding of Azure integration services (Logic Apps, Service Bus, Functions, Data Factory)
Experience building and deploying solutions using Azure DevOps pipelines and ALM practices
Relevant Microsoft certifications strongly preferred (e.g., MB-500, MB-700, MB-920)
Exceptional analytical, problem-solving, and communication skills
Ability to remain calm and methodical under pressure during major incidents
Prior role within a Microsoft Partner-managed services or enterprise-level support team
Background supporting global, high-transaction-volume D365 F&O implementations
Familiarity with ITIL practices and service management frameworks
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