Primary Responsibilities:
- Managing daily security and SD-WAN operational activity, such as but not limited to:
- Lead and coach the Tier 2 security and SD-WAN group that primarily deald with complex enhanced data services, such as Fortinet security/SD-WAN/LAN/WAN/Wi-Fi, VeloCloud/VMware/Broadcom SD-WAN/LAN/WAN, and Meraki security/SD-WAN/LAN/WAN/Wi-Fi.
- Complete annual and ad hoc personnel performance evaluations.
- Train and educate personnel on trouble ticket resolution, communication, ticket prioritization, and follow-up improvement opportunities.
- Organize and host weekly or bi-weekly training sessions with specifically selected personnel to ensure all technicians can perform to the required standard, and to ensure they maintain existing, or gain new, industry certifications.
- Ensure that established processes, procedures, policies, troubleshooting/resolution guides, and troubleshooting/resolution walkthroughs are followed.
- Identify documentation that is required but not present, or requires an update, and assign resources for its completion.
- Apply continual oversight to all open trouble tickets assigned to Tier 2 security and SD-WAN technicians, throughout the ticket life cycle, to ensure:
- Timely interaction takes place
- Ticket resolution is achieved in an appropriate amount of time
- Communication is detailed, frequent, informative, and correct
- Customers and agents are pleased with the outcome and level of engagement
- Detailed and correct root cause data is gathered, per ticket, which is critical information that assists AireSpring in improving the customer experience on a go-forward basis and to eliminate, reduce, or shorten, future similar or related tickets.
- Review individual and overall key performance indicators, SLAs, SLOs, and provide corrective actions to remedy deviations prior to becoming problems.
- Assist technicians in their ongoing work on open trouble tickets with the goal to improve the customer experience and reduce the duration of the ticket.
- Identify patterns where ticket activity can be eliminated or reduced via education, training, improved or additional documentation, process changes, and/or tool enhancement.
- Act as the primary escalation point of contact for issues raised beyond the technician level and own a timely path to resolution and communication related to the escalation.
