Service Delivery Manager / Escalation

SUMMARY:
Responsibilities:

• Oversee the planning and execution and delivery of network services, ensuring quality and adherences to service level agreement.
• Escalation management (serve as a primary POC for escalated network issues)
• Coordination and communication within an internal team .
• RMA tracking, incident and problem resolution.
• Reporting and documentation (technical and work volumes)

• Minimum 10+ years relevant experience in a senior network engineer role, at least 5 years in data center environments

• Public Cloud - Previous experience in building, managing and supporting large enterprise infrastructure, services and applications on AWS, GCP and Azure. AWS/GCP/Azure certifications are a plus
• Private Cloud Previous experience in Network Data Center Centric Technology and support for large enterprise infrastructure, that services various level of hosting or SaaS applications.
• Must be familiar with DevOps principals and should have prior experience in managing and maintaining DevOps pipeline tools such as Jenkins, Terraform, Ansible, Maven and Scripting (Python) for automation
• Network and Security - Must be experienced with large enterprise scale Cloud Networking and Security, specifically setting up customer VPN connectivity to the clients cloud accounts
• Prior experience in supporting high volume ticket environments, handling escalations, providing best customer experience over ticket/chat/phone, managing multiple levels of teams, providing technical guidance and following best practices for documentation
• Certificates in the industry of the respective technology (Routing: CCNP-R&S, etc.)
• Knowledge of OSPF/BGP, VXVLAN IPv4, IPV6, VLAN, VRRP, VARP, HSRP.
• Experience with different VPN implementations and security parameters.
• Experience with leading Firewall platforms (Cisco, Fortinet, Arista, Palo alto Network)
• Experience with Load balancer platforms.
• Experience with Storage and Compute as part of Infrastructure ecosystems is plus
• Tools experiences like Spectrum, Netbrain, HPNA, AWX and CVP.
• Basic Financial Understanding (OPEX & CAPEX)
• Experience in Service ownership / Coordination is a plus
• Experience with Public Cloud offerings is a plus
• Adaptable to Shift Model

• Profound ITIL knowledge, ability to guide/coach others
• Working via a standard ITSM tools
• Good communication skills, Technical & Business English (spoken & written)
• Positive, proactive, and customer-focused attitude
• Ability to learn quickly, willingness to comply with procedural guidelines

POSITION INFO:
Responsibilities:

• Oversee the planning and execution and delivery of network services, ensuring quality and adherences to service level agreement.
• Escalation management (serve as a primary POC for escalated network issues)
• Coordination and communication within an internal team .
• RMA tracking, incident and problem resolution.
• Reporting and documentation (technical and work volumes)

• Minimum 10+ years relevant experience in a senior network engineer role, at least 5 years in data center environments

• Public Cloud - Previous experience in building, managing and supporting large enterprise infrastructure, services and applications on AWS, GCP and Azure. AWS/GCP/Azure certifications are a plus
• Private Cloud Previous experience in Network Data Center Centric Technology and support for large enterprise infrastructure, that services various level of hosting or SaaS applications.
• Must be familiar with DevOps principals and should have prior experience in managing and maintaining DevOps pipeline tools such as Jenkins, Terraform, Ansible, Maven and Scripting (Python) for automation
• Network and Security - Must be experienced with large enterprise scale Cloud Networking and Security, specifically setting up customer VPN connectivity to the clients cloud accounts
• Prior experience in supporting high volume ticket environments, handling escalations, providing best customer experience over ticket/chat/phone, managing multiple levels of teams, providing technical guidance and following best practices for documentation
• Certificates in the industry of the respective technology (Routing: CCNP-R&S, etc.)
• Knowledge of OSPF/BGP, VXVLAN IPv4, IPV6, VLAN, VRRP, VARP, HSRP.
• Experience with different VPN implementations and security parameters.
• Experience with leading Firewall platforms (Cisco, Fortinet, Arista, Palo alto Network)
• Experience with Load balancer platforms.
• Experience with Storage and Compute as part of Infrastructure ecosystems is plus
• Tools experiences like Spectrum, Netbrain, HPNA, AWX and CVP.
• Basic Financial Understanding (OPEX & CAPEX)
• Experience in Service ownership / Coordination is a plus
• Experience with Public Cloud offerings is a plus
• Adaptable to Shift Model

• Profound ITIL knowledge, ability to guide/coach others
• Working via a standard ITSM tools
• Good communication skills, Technical & Business English (spoken & written)
• Positive, proactive, and customer-focused attitude
• Ability to learn quickly, willingness to comply with procedural guidelines

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