[Remote] High Touch Operations Manager

Note: The job is a remote job and is open to candidates in USA. TALENT Software Services is seeking a High Touch Operations Manager to coordinate technical incident response and escalations across Meraki network environments. The role manages case reviews, cross-team troubleshooting, operational reporting, after-hours critical escalations, and regional handovers in a 24x7x365 operating model.

Responsibilities

• 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

Skills

• With a good understanding of enterprise LAN/WAN, wireless, routing, switching, security and SD-WAN concepts

Company Overview

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