High Touch Operations Manager

Our client is seeking a High Touch Operations Manager to join their team. As a High Touch Operations Manager, you will be part of the Operations & Incident Management team supporting high-impact, dashboard-managed Meraki environments.  

Job Title:High Touch Operations Manager

Location:Remote (USA)

Pay Range: $50/hr 
 

What's the Job?

• Provide technical incident coordination and escalation support across MX, MS, MR, MG, and associated Dashboard-managed environments, with a strong understanding of enterprise LAN/WAN, wireless, routing, switching, security, and SD-WAN concepts.
• Manage Sev-1/Sev-2 network incidents by assessing business and technical impact, understanding troubleshooting progress, identifying technical dependencies or blockers, and coordinating with Meraki NSE/escalation teams toward resolution.
• Track Sev-3/Sev-4 technical cases by reviewing case progress, validating troubleshooting updates, requesting and interpreting logs/data requirements, monitoring engineering actions, and tracking pending customer/Company dependencies.
• Interpret Dashboard and device/network status to drive effective technical discussions and escalations, including connectivity issues, firmware-related problems, known defects, and support case information.
• Support incidents related to Meraki wireless, switching, security/SD-WAN, connectivity, hardware, firmware, and cloud-managed network operations, including RMA/hardware failures, software defects, firmware regressions, bug fixes, and technical workarounds.

What's Needed?

• Demonstrated ability to manage and coordinate network incidents across multiple severity levels (Sev-1 through Sev-4), including structured case reviews that highlight severity, age, blockers, troubleshooting status, next actions, and ownership.
• Strong technical knowledge of enterprise networking concepts (LAN/WAN, wireless, routing, switching, security, SD-WAN) and practical experience working with dashboard-managed environments.
• Experience coordinating troubleshooting across customer network teams, Network Support Engineers (NSEs), and escalation/product teams to ensure the right technical resources are engaged.
• Ability to track and communicate RMA tracking, known defects, firmware blockers, regressions, and critical workarounds as part of the operating scope.
• Comfort supporting after-hours critical Sev-1/Sev-2 escalations as part of a 24x7x365 follow-the-sun operating model, including structured technical handovers across regional HTOMs.

What's in it for me?

• Opportunity to lead high-touch technical coordination for critical network incidents and escalations in a cloud-managed networking environment.
• Work within a follow-the-sun model with structured handovers across geographically distributed HTOMs.
• Contribute to weekly case reviews, operational reporting, KPI reviews, and QBRs through incident/service metrics and technical inputs.
• Immediate start availability and a clear operational scope focused on technical incident management and escalation readiness.
• Confidential submission process with mandatory background check requirements.

Upon completion of waiting period consultants are eligible for:

• Medical and Prescription Drug Plans
• Dental Plan
• Vision Plan
• Health Savings Account
• Health Flexible Spending Account
• Dependent Care Flexible Spending Account
• Supplemental Life Insurance
• Short Term and Long Term Disability Insurance
• Business Travel Insurance
• 401(k), Plus Match
• Weekly Pay

If this is a role that interests you and you'd like to learn more, click apply now and a recruiter will be in touch with you to discuss this great opportunity. We look forward to speaking with you!