Engineer Manager

Position Overview

Join our team as Manager for the Service Advantage Team (SAT), a role that offers a unique opportunity to work with a highly skilled and dedicated team. Your expertise in SD-WAN technologies and CCNP-level proficiency will be instrumental in the success of the Service Advantage Team (SAT), which manages and maintains our Premier Managed Service customers. We are deeply committed to delivering exceptional customer engagements and seek a manager who shares this commitment and is ready to contribute to our customers’ and team members’ success.

Our SAT engineers are crucial in maintaining overall technical and operational quality and resolving incidents and problems. As a manager, you will be deeply committed to technical validation and analysis, communication with customers and third parties, vendors and suppliers, and, above all, ensuring the satisfaction of our customer base. We are seeking a manager who shares this commitment and is ready to uphold our high technical and operational quality standards.

Key Responsibilities:

Team Leadership and Management:

• Lead and Mentor: Provide leadership and mentorship to the SAT engineers, fostering a collaborative and high-performance culture.

• Performance Management: Monitor and evaluate team performance, providing feedback and implementing development plans to enhance skills and productivity.

• Resource Allocation: Ensure optimal allocation of resources to meet customer demands and operational goals.

SD-WAN Management and Optimization:

• Technical Oversight: Oversee the troubleshooting, configuration, and maintenance of SD-WAN infrastructure and services.

• Performance Monitoring: Ensure the team monitors network performance, identifies bottlenecks, and implements necessary enhancements.

• Advanced Troubleshooting: Support the team in providing advanced troubleshooting and problem resolution for SD-WAN environments.

Advanced Network Support:

• Serve as the highest point of technical escalation for network issues, particularly those related to SD-WAN and network technologies.

• Perform root cause analysis for complex network problems and develop permanent solutions.

• Collaborate with the SD-WAN Engineers, providing mentorship and guidance.

• Assist in diagnosing and resolving wireline and wireless service issues by collaborating with internal and external resources.

Incident Management:

• Escalation Point: Act as the highest technical escalation point for complex network issues, ensuring prompt and effective resolution.

• Coordination: Coordinate with vendors, stakeholders, and other teams to achieve successful outcomes in incident management.

• Process Improvement: Identify opportunities for process improvements or optimizations to enhance service delivery.

Customer Engagement and Satisfaction:

• Proactive Communication: Ensure the team maintains proactive communication with customers, informing them of status and progress.

• Quality Assurance: Drive the team to uphold the highest technical and operational quality standards in all customer interactions.

• Customer Advocacy: Serve as a customer advocate within the organization, ensuring customer needs and concerns are addressed promptly.

Compliance and Security:

• Policy Adherence: Ensure network compliance with company policies and regulatory standards.

• Security Management: Oversee the management of network security measures, including firewalls, endpoint protection, and intrusion detection systems.

• Audit and Response: Conduct regular security audits and participate in security incident response activities.

Qualifications:

• Experience: Minimum of 8 years of experience in a network operations center or similar environment, with at least five years in a leadership or managerial role.

• Technical Expertise: Extensive experience with SD-WAN technologies and solutions, along with a strong understanding of network infrastructure, including routers, switches, firewalls, and VPNs.

• Skills: Excellent analytical and problem-solving skills, strong communication and interpersonal skills, and the ability to work independently and as part of a team.

• Cloud Services: Experience with cloud services (AWS, Azure, GCP) and networking capabilities is advantageous.

Education Requirements

• Certifications: CCNP certification or equivalent level of knowledge and experience. Additional certifications, such as Palo Alto PCNSA/PCCSA, Juniper JNCNA, Fortinet FCA, or similar training and certification, are highly desirable.

• Education: Bachelor’s degree in computer science, Information Technology, or a related field, or equivalent experience.