Senior Engineer Subject Matter Expert (SME)

Senior Engineer SME

American Technology Services (ATS) started in 1994 with the same mission as today, providing high-quality managed IT services, network support, and cybersecurity services to firms where quality matters most the organizations that rely heavily on information technology and high levels of services. Over the years, ATS has built client trust that has lasted for years and years. As time goes forward, our consultative approach resonates well, and our "corporate knowledge" about our clients' IT operations helps our clients perform at a higher level.

ATS is seeking a Senior Engineer SME to own service delivery operations while also leading a defined portfolio of internal and client-facing projects. This role balances operational leadership (60%) with project execution (40%) and requires both technical depth and delivery discipline.

This individual functions as a technical authority and delivery expert, not just a senior individual contributor. During projects, they are the face of ATS to the client, ensuring technical accuracy, predictable delivery, and clean handoffs into operations. This role requires: hands-on enough to guide engineers, senior enough to enforce standards.

Core Responsibilities

Operations & Service Delivery (60%)

• Lead day-to-day operational execution across assigned engineering functions.
• Ensure service delivery aligns with ATS standards, SLAs, and escalation models.
• Act as a senior escalation point for complex technical and delivery issues.
• Coordinate staffing, workload distribution, and prioritization across onshore and offshore engineers.
• Identify systemic issues and drive root-cause improvementsnot just fixes.
• Partner with Client Management to maintain strong client trust and stability.

Project Delivery & Technical Leadership (40%)

• Lead delivery of internal ATS initiatives and external client IT projects.
• Act as technical project lead, working alongside PMs or directly managing project execution where needed.
• Coordinate onshore and offshore resources to deliver against scope and timelines.
• Serve as the primary technical contact for clients during project delivery.
• Enforce change control, documentation standards, and operational readiness before closeout.

Technical Scope

• Deep experience in Microsoft 365 environments (Exchange Online, Entra ID/Azure AD, Intune, SharePoint, Teams).
• Strong working knowledge of Azure and AWS (identity, networking, security fundamentals, migrations).
• GCC High experience or migration exposure is a strong plus.

Ability to review designs, challenge assumptions, and approve solutions.

Qualifications

Must-Have

• Senior-level engineering experience in an MSP or IT services environment.
• Demonstrated leadership over engineers (formal or informal).
• Strong Microsoft 365 technical background.
• Azure and AWS experience sufficient to lead and review work.
• Experience coordinating distributed teams (onshore/offshore).
• Comfort operating in client-facing, high-accountability situations.

Preferred

• GCC High or regulated-environment experience.
• ITIL-aligned service delivery exposure.

KPIs

• Operational stability and SLA adherence
• Reduction in escalations and repeat issues
• Project delivery predictability (on-time / on-scope)
• Quality of technical documentation and handoffs

Client confidence and satisfaction