Senior Case Manager

Responsibilities

• Collaborate with Network and System administrators to achieve set goals
• Analyze technical needs, requirements, network infrastructure design, integration, and operations
• Provide timely response to all incidents and performance alerts, escalating as needed
• Handle complex technical issues as Subject Matter Expert (L2 and L3 network issues)
• Oversee Network and Data Communication Systems
• Foster Customer Excellence in engagement and relationship management (internal and external)
• Uphold high standards in customer support, demonstrating strong knowledge of customer service procedures and best practices
• Maintain and apply ITIL Framework knowledge
• Promote a positive work environment by sharing expertise and demonstrating commitment and teamwork
• Exhibit high standards and inspire colleagues to comply with regulatory and company policies
• Display confidence, openness to ideas, and adaptability to challenges
• Advance personal skills through required training and keeping product, service, and system knowledge up to date
• Act as the initial point of escalation for support issues

Requirements

• Thorough technical knowledge in routing, switching, SD-WAN, and cloud concepts
• Solid understanding of IT best practices and ITIL v3
• Minimum 5 years of experience in IT/Telecommunications
• Excellent English verbal and written communication skills; additional languages such as German, French, or Portuguese are a plus
• Ability to work under tight deadlines and high-pressure situations
• Proficient in TCP/IP, network configuration management, VPNs, information security standards and compliance
• Hands-on experience with Cisco Nexus & Catalyst switches
• Working knowledge of switching technologies (STP, VLANs, multi-layer switching)
• Familiarity with switching infrastructure (QoS, POE)
• Hands-on with Cisco and Juniper routers, strong understanding of OSPF and routing protocols
• Familiarity with device redundancy protocols (VRRP, HSRP, NSRP)
• Experience with Cisco Wireless Controllers and APs
• In-depth knowledge of VPN solutions (MPLS, SSL VPN, IPSEC)
• Proficient with network management and monitoring tools (SolarWinds)
• CCNA certification is mandatory; CCNP preferred

Preferred Qualifications

• Additional certifications: JCNP, AWS, SDWAN
• Proficiency in more than one language
• Previous experience in a similar global/network operations environment

About the Company

Expereo is the intelligent internet company that connects people, places, and things anywhere. We empower global companies to be future-ready, meeting today’s business demands and accelerating growth for tomorrow. Expereo delivers secure, global network connectivity to enterprise and government sites in 600,000 locations across over 190 countries, with offices worldwide including the UAE.