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TT

High Touch Operations Manager

Talent Technical Services, Inc
  • 🌏 Worldwide
  • Remote
  • Manager or above
  • 1 day ago
  • $50 – $52 / hour
  • SD-WAN
  • Meraki
1 day ago
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Not enough detail in this posting to match

Description:
  • Provide technical incident coordination and escalation support across MX, MS, MR, MG and associated Dashboard-managed environments, with a good understanding of enterprise LAN/WAN, wireless, routing, switching, security and SD-WAN concepts.
  • Manage Sev-1/Sev-2 network incidents, assess business/technical impact, understand troubleshooting progress, identify technical dependencies/blockers, and coordinate with Meraki NSE/escalation teams toward resolution.
  • Track Sev-3/Sev-4 technical cases, reviewing case progress, troubleshooting updates, logs/data requirements, engineering actions and pending customer/Company dependencies.
  • Understand and interpret Dashboard, device/network status, connectivity issues, firmware-related problems, known defects and support case information to effectively drive technical discussions and escalations.
  • Coordinate troubleshooting across the customer network team, Network Support Engineers (NSEs) and escalation/product teams, ensuring the appropriate technical teams are engaged.
  • Support incidents related to Meraki wireless, switching, security/SD-WAN, connectivity, hardware, firmware and cloud-managed network operations.
  • Track RMA/hardware failures, software defects, firmware regressions, bug fixes and technical workarounds, coordinating with Meraki engineering/support teams where required. The supplied deliverables specifically identify RMA tracking, known defects, firmware blockers, regressions and critical workarounds as part of the operating scope.
  • Drive technical case reviews, highlighting case severity, age, technical blockers, troubleshooting status, next actions and ownership.
  • Monitor incident/service metrics and provide technical inputs for weekly case reviews, operational reporting, KPI reviews and QBRs.
  • Provide after-hours support for critical Sev-1/Sev-2 escalations as part of the 24x7x365/follow-the-sun operating model===> Together with other 2 HTOMs at different geographical location
  • Perform structured technical handovers across regional HTOMs, ensuring open incidents, troubleshooting status, customer impact, actions and next steps are clearly transferred.
  • Maintain strong understanding of the customer's network environment, operational processes, Meraki organization/dashboard structure and escalation paths.


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High Touch Operations Manager · Talent Technical Services, Inc

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