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Manager Tier 3 Network Operations REMOTE

Posted 15 days ago

MATRIX seeks a Manager of Tier 3 Network Operations to join our team in a #remote role!  This is a Contract-to-Perm opportunity with our client, an established leader in the Digital Cloud industry.

Our client, founded over 20 years ago, is using significant funding to expand their business, and they need your experience to help in their growth!

Duties & Responsibilities:

  • Develops, delivers, and supports Cloud Business deployments of new and existing products.
  • Direct escalation point for complex, problematic, high value customers, beta and or demo installations.
  • When needed, test and troubleshoot functionality of installed systems; identifies and documents technical issues to be escalated to product, system integration teams, and network and voice engineering for resolution.
  • Provides feedback based on client experiences to product and professional services teams for product and process improvements.
  • May work directly with clients on-site or provide installation support remotely.
  • Technical responsibilities include problem identification, system architecture definition, hardware/software specification and/or design, implementation, testing, client training, solution deployment, and post implementations support for client and operations organization.
  • Works directly with BA and training teams to dictate standards that should be used to deploy our products.
  • Support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex deployments and designs. This includes all network and premise based equipment.
  • Responsible for resolution or escalation when all operation and implementation support has been exhausted on single client as well as global issues.
  • Work can and will cross Business Units and external companies including reporting of design, reliability and maintenance problems or bugs to design engineering/software engineering/production engineering/voice engineering.
  • Overseeing projects that impact cost savings for the organization and the customer. Participate in sales and proposal presentations in addition to post and pre-install support of high value partners.
  • Operates as the 3rd tier of support for internal team and customers post install. 
  • Tests and troubleshoots functionality of previously installed systems; identifies and documents technical issues to be escalated to product, system integration teams, and network and voice engineering for resolution.
  • Provides feedback based on client experiences to product and professional services teams for product and process improvements.
  • May work directly with clients on-site or provide customer support remotely.
  • Technical responsibilities include problem identification, hardware/software testing, client training and post implementations support for client and operations organization.
  • Technical responsibilities will also include support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, and repairing and debugging complex solutions post install. This includes all network and premise based equipment.
  • Responsible for resolution or escalation when all customer support operations has been exhausted on single client as well as global issues. Work can and will cross Business Units including reporting of design, reliability and maintenance problems or bugs to design engineering/software engineering/production engineering/voice engineering.
  • Financial responsibilities include overseeing projects that impact cost savings for the organization and the customer.
  • Will manage the cloud customer ops engineering resources.
  • Responsible for assigning projects and task to the members of customer ops engineering and holding them accountable for accomplishing all goals.
  • Will include personnel management, approving timesheets, PTO and the supervision of projects and task on a daily basis. The supervisor will work directly with peers in engineering, product, operations and sales.
  • Responsible developing, maintaining and reporting the teams KPIs.

Workload:

ALL Tier3-request RT’s/Escalations
  • Products/Platforms that RTs/Escalations are opened on
    • Legacy Fusion Fortinet
    • Go Forward Fortinet/SDWAN Ent
    • Meraki
    • Velo
    • Birch-Fusion MPLS/Data
    • Fidelity
    • TCDC
    • All voice platforms and voice products (excluding F360/FC4)
  • All SAM escalations/projects. Example SAM accounts:
    • Sweetgreens
    • PL Developments
    • Gerdau
    • EHMC
  • Example SAM technical process/MOP creation/projects
    • Gerdau Velo Upgrades
    • Sweetgreen Meraki VLAN Implementation
    • SPINX RMA process
  • One off Projects/Sustenance. Example:
    • Legacy Fusion FAZ ADOM migration
    • Legacy Cbeyond Dallas Customer Aggregation Device Migration
    • SCR’s
      • CBRE 2FA
      • Sweetgreen Meraki product one-off support
        • MS225
        • MG21E
  • MNS Sustenance
    • Forti-stuff upgrades (including legacy Fusion)
      • FMG/FAZ/FGT upgrades
    • Velo upgrades
      • VCO/VCG/VCE Upgrades
    • Meraki upgrades
      • Typically Meraki managed, but Sol Arch investigating upgrade API.
  • Training and Process
    • Validation of EHD mainly for Voice/Managed Services Products
    • Creation of Activations/Support KB Documentation
    • Creation of Training material and tests
    • Delivering live training and LMS recorded training.
    • Technical Training/LMS Creation/KB Article Creation for Operations, etc
      • Examples:
        • Fortigate SDWAN
        • Microsoft Azure with VeloCloud Virtual Machine
        • BDN Network Training
    • Training given in last 3 years to Operations (Support/Activations)
      • 2019
        • 21 trainings created and delivered
      • 2020
        • 15 trainings created and delivered
      • 2021
        • 4 trainings created and delivered
  • Product/Feature testing
    • Tier-3 was typically used for UAT/Alpha/Beta testing
      • Example
        • Webex
        • MPOne
  • Maintenance
    • Validation testing after maintenance
If this sounds like you, please apply today to begin a conversation about this opportunity!