Sr Process Lead - Network

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)