Technical Manager
Vienna, VA

Job Description

The Service Management team (SM) is a function that will be fully responsible for in-life technical and service management of product specific large and complex Enterprise customers from the time of initial solution design acceptance. Within the team SM there are two roles: Service Manager (SM) and Technical Manager (TM). The TM participates in the presales process as far as necessary to allow continuity through service fulfilment and ensure that all operational requirements are considered. During the service assurance they are responsible for technical consulting, improvement of the customer solution and supporting problem management. Also they inherit the role of a change manager for requests which cannot be submitted as standard change orders and for reengaging Solutions resources if required to handle major solution change. They work hand in hand with sales, looking to provide operational satisfaction to the customer at acceptable margin while sales manage the general commercial customer relation with a view to revenue growth. Where customer production requirements are such that they cannot be handled through the standard Operations & Engineering processes or customers require ongoing consulting services the TM provides professional services to meet the requirement based on achieving an agreed margin target.

* Develop migration playbooks for special solutions and rollout deployments
* Develop and implement proof of concepts for initial network solution deployments in large and complex customer network rollouts
* Full ownership for local customer problem management
* Configuration and troubleshooting of switching and routing infrastructure based on cisco hardware
* 2nd Level Support for customer and internal Network systems
* Coordination of 3rd party network support
* Direct communication with customers and onsite meetings
* Troubleshooting of complex IP and transmission problems

Support for Sales to assess customer requirements in order to design network designs and solutions

* Excellent knowledge in cisco switching and routing
* Excellent knowledge in firewall management with multiple vendors
* Excellent knowledge in scripting and network related programming languages
* Good knowledge of Software Defined WAN Technologies and orchestration systems
* Useful:

Knowledge of Linux operating systems and hosting services