Sr Process Lead

About this role

• Handle Migration/Test and Turn-Up tasks and installations in general to configure site with Cisco Meraki Solution/Any SDWAN Vendor Solution
• Handle changes on SSR (Simple Service Request), delivering configuration on Cisco Meraki/Any SDWAN Vendor Solution
• Support 2nd line incidents related to Solution Delivered always cooperating with other levels of support in a in a high level
• Review and configure Meraki Dashboard
• Providing in-depth technical support to customers through monitoring, localization and remote repair;
• Manage supplier activities (e.g. really driving/escalating 3rd party agents to dispatch and repair faults to meet our SLAs;
• Provide process improvement input wherever possible;
• Provide Technical engineering support capability for a number of multinational customers;
• May do proactive jeopardy management;
• Providing higher level support internally and Hypercare as well
• Organizing technical trainings or knowledge sharing;
• Participate in regular meetings with Senior Technical Support Engineers (3rd line), Consultants, Specialists, vendors and/or other 3rd parties e.g. Customers and Suppliers
• Perform quality checks on customer equipment to ensure all configurations meet required compliance standards as well as both customer and company security policies;
• When visible recommend flexible and scalable solutions to support new business objectives;
• Be part of the pre and post-deployment network implementation and understand if what is being deployed is exactly the same as the customer wants or expected to see in place;
• Monitor and test Meraki products installed on customer network , review the customer legacy network and understand the new age device mapping
• Work in conjunction with Design teams in order to ensure the stable operation of SDWAN products to be deployed;
• Conduct research on network services, protocols, and standards in support of the network solution (Cisco Merak/Any SDWAN Vendor Solution in this case)
  
  

• Handle Migration/Test and Turn-Up tasks and installations in general to configure site with Cisco Meraki Solution/Any SDWAN Vendor Solution
• Handle changes on SSR (Simple Service Request), delivering configuration on Cisco Meraki/Any SDWAN Vendor Solution
• Support 2nd line incidents related to Solution Delivered always cooperating with other levels of support in a in a high level
• Review and configure Meraki Dashboard
• Providing in-depth technical support to customers through monitoring, localization and remote repair;
• Manage supplier activities (e.g. really driving/escalating 3rd party agents to dispatch and repair faults to meet our SLAs;
• Provide process improvement input wherever possible;
• Provide Technical engineering support capability for a number of multinational customers;
• May do proactive jeopardy management;
• Providing higher level support internally and Hypercare as well
• Organizing technical trainings or knowledge sharing;
• Participate in regular meetings with Senior Technical Support Engineers (3rd line), Consultants, Specialists, vendors and/or other 3rd parties e.g. Customers and Suppliers
• Perform quality checks on customer equipment to ensure all configurations meet required compliance standards as well as both customer and company security policies;
• When visible recommend flexible and scalable solutions to support new business objectives;
• Be part of the pre and post-deployment network implementation and understand if what is being deployed is exactly the same as the customer wants or expected to see in place;
• Monitor and test Meraki products installed on customer network , review the customer legacy network and understand the new age device mapping
• Work in conjunction with Design teams in order to ensure the stable operation of SDWAN products to be deployed;
• Conduct research on network services, protocols, and standards in support of the network solution (Cisco Merak/Any SDWAN Vendor Solution in this case)