Tier 2 Manager

3 weeks ago

pune, India AireSpring Full time

Job Description

Primary Responsibilities:
Managing all daily operational activity, such as but not limited to:

Personnel performance, evaluations, priorities, training, certifications, scheduling, retention, and new hires.To ensure documentation is done of the procedures, policies, and processes, to include but not limited to, troubleshooting guides, resolution guides, walkthroughs, and training material. Ensuring these policies and procedures are then followed. In addition, ensuring all this documentation is periodically updated and maintained.Apply strong triage methodologies for proper and timely creation, handing, resolution, management, communication, and closure throughout a Tier 2 trouble ticket life cycle.Develop and maintain departmental and individual key performance indicators, per ticket-type SLOs, communication internal and content requirements, and escalation SLAs, as well as reports that track key metrics associated to each.Identify, define, and lead continual improvement initiatives that improve the customer experience, reduce ticket duration, eliminate ticket creations, avoid repetitive tasks, and/or streamline ticket handling.Maintain actual and forecasted personnel work demand calculators, with augments and training being completed prior to resource exhaustion.Improve existing tools, data, and content utilized or provided by Tier 2 to customers, agents, and other AireSpring departments.Act as the primary escalation point of contact for issues raised beyond technician and supervisors levels and own a timely path to resolution and communication related to the escalation.Implement and maintain a robust root cause data gathering method for all tickets and escalations and seek to eliminate/reduce go-forward similar tickets and escalations through inter-departmental process/data improvement initiatives, customer/agent education, personnel training, documentation improvements, tool changes/development, and/or automation projects.Set departmental standards, develop and maintain a robust quality assurance system, and manage the results to the standards. Ensure that Tier 2 globally distributed technical support departments operate successfully 24x7 and that escalations and ticket management are performed by skilled and available resources during each shift.

Qualifications

Position Requirements:

5+ years of experience as a technical trouble ticket manager or supervisor, with 15+ reports, at a large 24x7 MSP/ISP that offers Internet, networking, security, HPBX, SD-WAN, and SIP services via a multitude of carriers and circuit types (mobile wireless, satellite, fixed wireless, DoCSIS, DSL, TDM, fiber/copper Ethernet). 3+ years of experience as a senior NOC or repair technician that individually resolved Internet, networking, security, HPBX, SD-WAN, and SIP services. Deep demonstrable understanding of the OSI layers and troubleshooting techniques across them for all applications/services. Strong educator/mentoring skills to provide escalation-level assistance and support to technicians and supervisors that may require guidance on open tickets. Hands-on experience and technical certifications with Fortinet FW/SD-WAN/Wi-Fi/switches, Velo/VMware/Broadsoft SD-WAN, Cisco Meraki routers/switches/Wi-Fi, PEPlink and/or BEC mobile wireless routers and modems, the Cisco Broadsoft/Webex or Microsoft Metaswitch HPBX platforms, and finally CLI-based BGP/OSPF/VLANs/AAA/security routing and switching on Cisco, Adtran, and Fortinet devices. 5 years of experience with monitoring platforms, as well as the functional development, tool development, and automation related to those platforms. Deep understanding of how SNMP, ICMP, scripts, API, closed portals, vendor OSS/BSS platforms, Syslog, RADIUS logs, SNMP alerts, TACACS logs, can be leverages to improve the customer experience, and improve Tier 2 event awareness and performance. Proven ability to source and hire highly skilled technicians from any location across the planet, integrate them into a technical support infrastructure, and manage their performance. 

Demonstrable history, focus, and mastery of responsibilities outlined above

Additional Information

WHAT THIS COMPANY OFFERS YOU:

Medical Benefits with optional supplemental services through AFLAC Paid Time-Off Plan Paid Holidays 401K with employer match AT&T Discount on personal mobile plan

This remote role is open to candidates anywhere in the United States. 

  • Tier 2 Manager

    3 weeks ago

    Pune, India AireSpring Full time

    Job Description Primary Responsibilities: Managing all daily operational activity, such as but not limited to: Personnel performance, evaluations, priorities, training, certifications, scheduling, retention, and new hires.To ensure documentation is done of the procedures, policies, and processes, to include but not limited to, troubleshooting guides,...

  • Tier 2 Manager

    2 weeks ago

    Pune, India AireSpring Full time

    Job Description Primary Responsibilities: Managing all daily operational activity, such as but not limited to: Personnel performance, evaluations, priorities, training, certifications, scheduling, retention, and new hires.To ensure documentation is done of the procedures, policies, and processes, to include but not limited to, troubleshooting guides,...

  • Tier 2 Manager

    3 weeks ago

    Pune, India AireSpring Full time

    Job DescriptionPrimary Responsibilities:Managing all daily operational activity, such as but not limited to:Personnel performance, evaluations, priorities, training, certifications, scheduling, retention, and new hires.To ensure documentation is done of the procedures, policies, and processes, to include but not limited to, troubleshooting guides, resolution...

  • Compute, Tier 2 Network Technician

    6 days ago

    Pune, India GTT Communications Full time

    Compute, Tier 2 Network Technician **Job Description**: - Role Summary: Internal Departments they will interact with: NMC, Tier 2, Tier 3, Carrier Management. Main Responsibilities: - Logging all relevant incident/service request details, allocating categorization and prioritization codes. - Providing first-line investigation and diagnosis using approved...

  • Tier 2 Security

    3 weeks ago

    Pune, India AireSpring Full time

    Job Description Primary Responsibilities: Managing daily security and SD-WAN operational activity, such as but not limited to:Lead and coach Tier 2 security and SD-WAN group that primary deal with complex enhanced data services, such as Fortinet security/SD-WAN/LAN/WAN/Wi-Fi, VeloCloud/VMware/Broadcom SD-WAN/LAN/WAN, and Merki...

  • Tier 2 Security

    2 weeks ago

    Pune, India AireSpring Full time

    Job Description Primary Responsibilities: Managing daily security and SD-WAN operational activity, such as but not limited to:Lead and coach Tier 2 security and SD-WAN group that primary deal with complex enhanced data services, such as Fortinet security/SD-WAN/LAN/WAN/Wi-Fi, VeloCloud/VMware/Broadcom SD-WAN/LAN/WAN, and Merki...

  • Tier 2 Security

    3 weeks ago

    Pune, India AireSpring Full time

    Job DescriptionPrimary Responsibilities:Managing daily security and SD-WAN operational activity, such as but not limited to:Lead and coach Tier 2 security and SD-WAN group that primary deal with complex enhanced data services, such as Fortinet security/SD-WAN/LAN/WAN/Wi-Fi, VeloCloud/VMware/Broadcom SD-WAN/LAN/WAN, and Merki...

  • Associate, Client Support Tier 2

    2 months ago

    Pune, Maharashtra, India Fiserv, Inc. Full time

    **Calling all innovators - find your future at Fiserv.** We’re Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day - quickly, reliably, and securely. Any time you swipe your credit...

  • Ip Tier 2 Network Technician

    1 week ago

    Pune, India GTT Communications Full time

    Organization: GTT Communications, Inc. (GTT), formerly Global Telecom and Technology, is a multinational telecommunications and internet service provider company with headquarters in McLean, Virginia. GTT operates a Tier 1 IP network, and provides transport and infrastructure; Internet; wide area networking, SD-WAN; managed services; and voice and video...

  • Ip Tier 2 Network Technician

    6 days ago

    Pune, India GTT Communications Full time

    Organization: GTT Communications, Inc. (GTT), formerly Global Telecom and Technology, is a multinational telecommunications and internet service provider company with headquarters in McLean, Virginia. GTT operates a Tier 1 IP network, and provides transport and infrastructure; Internet; wide area networking, SD-WAN; managed services; and voice and video...

  • Tier 1 Engineer

    3 weeks ago

    pune, India GTT Communications, Inc. Full time

    Internal Departments they will interact with: NMC, Tier 2, Tier 3, Carrier Management. Main Responsibilities: Logging all relevant incident/service request details, allocating categorization and prioritization codes. Providing first-line investigation and diagnosis using approved tools, systems and procedures. Resolving/fulfilling...

  • Tier 1 Engineer

    3 weeks ago

    Pune, India GTT Communications, Inc. Full time

    Internal Departments they will interact with: NMC, Tier 2, Tier 3, Carrier Management. Main Responsibilities: Logging all relevant incident/service request details, allocating categorization and prioritization codes. Providing first-line investigation and diagnosis using approved tools, systems and procedures. Resolving/fulfilling incidents/service...

  • Tier 1 Engineer

    2 weeks ago

    Pune, India GTT Communications, Inc. Full time

    Internal Departments they will interact with: NMC, Tier 2, Tier 3, Carrier Management. Main Responsibilities: Logging all relevant incident/service request details, allocating categorization and prioritization codes. Providing first-line investigation and diagnosis using approved tools, systems and procedures. Resolving/fulfilling incidents/service...

  • Compute, Tier 1 Network Technician

    2 months ago

    Pune, India GTT Communications Full time

    Note: This job profile may include more than one business title job description. See below for each job descriptions listed out by *Business Title. Keep only the job description details required for job requisitions. - Carrier Relationship Technician Role Summary: Carrier Relationship Technician is the position that interacts with our external providers...

  • Compute, Tier 1 Network Technician

    5 days ago

    Pune, India GTT Communications Full time

    Note: This job profile may include more than one business title job description. See below for each job descriptions listed out by *Business Title. Keep only the job description details required for job requisitions. - Carrier Relationship Technician Role Summary: Carrier Relationship Technician is the position that interacts with our external providers...

  • O2C Tier 2 Inquiry Support

    2 months ago

    Pune, India NielsenIQ Full time

    Job DescriptionPosition Summary:The Order to Cash (O2C) Inquiry Tier 2 Support Associate at NIQ enhances our Finance Operations team and is pivotal in facilitating the seamless execution of the order to cash process, focusing specifically on managing inquiries and resolving issues that arise during the O2C cycle. This role serves as a crucial link between...

  • Tier 2 Security

    3 weeks ago

    Pune, Maharashtra, India AireSpring Full time

    **Company Description** Founded in 2001, family owned and operated AireSpring is a leading Provider of Cloud Communications, Managed Connectivity and Managed Security which has earned its stellar reputation by taking service and support to the next level, delivering an award-winning customer experience that far exceeds the industry standards. AireSpring has...

  • O2C Tier 2 Inquiry Support

    4 weeks ago

    pune, India NielsenIQ Full time

    Job Description Position Summary: The Order to Cash (O2C) Inquiry Tier 2 Support Associate at NIQ enhances our Finance Operations team and is pivotal in facilitating the seamless execution of the order to cash process, focusing specifically on managing inquiries and resolving issues that arise during the O2C cycle. This role serves as a...

  • O2C Tier 2 Inquiry Support

    3 weeks ago

    Pune, India NielsenIQ Full time

    Company DescriptionNIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer...

  • O2C Tier 2 Inquiry Support

    3 weeks ago

    pune, India NielsenIQ Full time

    Company Description NIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive...