Network Incident & Escalation Manager
Company Description
SARACA is a global engineering R&D services company partnering with more than 25 Fortune 500 customers across MedTech, Aerospace, Rail, Automotive, Semiconductor, Defense, and Farm industries. The organization is ISO 13485 certified and has extensive experience in medical device design and development, including embedded software, UI/UX, mechanical, systems, and product testing. SARACA has unique expertise in IEC 62304, EU MDR, and specialized scientific and regulatory writings for MedTech. With a technically strong team of 400+ engineers and management consultants, SARACA delivers high-quality solutions to complex business problems for customers worldwide. As an equal-opportunity employer, SARACA promotes a culture of innovation, continuous learning, and customer-focused growth. Role: High Touch Operations Manager (HTOM) Location: USA (Remote) Start Date: Immediate Background Check: Mandatory
Key Responsibilities
Manage and coordinate critical Sev-1 and Sev-2 network incidents across Meraki environments, ensuring timely escalation and resolution. Track and oversee Sev-3 and Sev-4 technical cases, monitoring case progress, troubleshooting activities, and engineering updates. Provide technical coordination and escalation support for Meraki MX, MS, MR, MG, and associated Dashboard-managed environments. Analyze and interpret network health, dashboard alerts, connectivity issues, firmware concerns, and known defects to drive technical discussions. Coordinate troubleshooting efforts among customer network teams, Network Support Engineers (NSEs), engineering teams, and escalation groups. Support incidents related to: Wireless Networking Switching Security & SD-WAN Connectivity Issues Hardware Failures Firmware & Cloud-Managed Operations Track and manage RMA activities, hardware failures, software defects, firmware regressions, bug fixes, and technical workarounds. Lead technical case reviews and provide visibility into case severity, aging, blockers, action plans, and ownership. Monitor service metrics and contribute to weekly operational reviews, KPI reporting, and Quarterly Business Reviews (QBRs). Participate in a 24x7x365 Follow-the-Sun support model, providing after-hours coverage for critical escalations in collaboration with other globally distributed HTOMs. Conduct structured shift handovers, ensuring seamless transfer of incident status, customer impact, troubleshooting progress, and next actions. Maintain a strong understanding of customer network architecture, operational processes, Meraki dashboard environments, and escalation procedures. Required Skills & Experience Strong knowledge of Enterprise LAN/WAN Networking Experience with Routing, Switching, Wireless Technologies Understanding of Network Security and SD-WAN Experience handling critical incident management and technical escalations Familiarity with Cisco Meraki technologies and Dashboard operations Strong stakeholder communication and coordination skills Ability to work effectively in a fast-paced, customer-facing environment If you are interested and immediately available, please share your updated resume along with your contact details and availability for discussion. Best Regards,