CUSTOMER COACH you will have the skills and ability to demonstrate that you can :
Build expertise with focus on the customer have the curiosity and eagerness to be close to trends and innovation and to develop and make this expertise available for customer solutions.
Have the ability to collaborate effectively without boundaries (across teams, countries, languages, tools) colleagues, customers and network with his / her expertise, confidence and style.
Act as our Customer advocate to resolve problems and develop our software and services.
YOUR ROLE You will be part of the Network team, this team is responsible for running, designing, configuring and implementing the entire network infrastructure at SD Worx.
Customer focus must be the number one mindset. The team is working in a complex multi-disciplinary infrastructure of Cisco switches and routers, Checkpoint firewalls and F5 load balancers.
ROLE & RESPONSIBILITIES Align with the business and projects regarding demands, (service) requests and new services
Assess new requests based on architecture standards, policies and regulation
Align designs with other Teams within the Technical Engineering department
Perform Root Cause Analysis (RCA) of major incidents together with senior engineers
Perform operational 3rd level support on incidents, solving complex network problems
Prepare (plan) network changes for CAB approval and deployment
Deploy network changes
Document solutions and ensure knowledge transfer within the team
Optimize current environment
Maintain and support projects (e.g. datacenter projects)
Designing and developing advanced features in corporate context
Taking the lead for new designs / features within the network team, with focus on the team and working together
OUR EXPECTATIONS Thinking and Acting Outside In You proactively capture new evolutions in expertise and translate these insights into ways of working, processes, products, services, reviews, lead innovation assignments of expertise / knowledge in the organization.
You proactively question current expertise, seeking and / or bring new expertise to your own functional team and the teams in the value chain.
Agility Develop and advise a large portfolio of external and internal customers with complex needs / contexts, and plans and executes leading to highly satisfied customers, also in the long run. Shines when it goes wrong with a focus on the full customer journey.
Builds and shares expertise both within the business and supporting units or the customer organization, independently of cultural and linguistic barriers.
Connecting Ability to develop productive networks within and outside of the SD Worx Group, with customers in the market and in the network of technical expertise. Be recognized as a trustworthy source of information / expertise, be searched for expertise related coaching.
Ability to leverage broad networks to influence, to negotiate or to mediate or to coach effectively to a win-win solution for complex themes and with senior level stakeholders from the customer environment or from SD Worx Group.
Stimulate the environment of open networks for expertise and knowledge sharing, inspiring and coaching others to become part of it and actively participate.
KNOWLEDGE, TECHNICAL SKILLS, QUALIFICATIONS & EXPERIENCE ESSENTIAL 5 to 10 years' experience with at least 5 years' experience on corporate (multi country) network level
EXPERT Knowledge of Routing & Switching WAN / LAN / Wireless LAN / MPLS / Cisco L3 / ISE Expertise
Familiar with protocols such as Static, RIP, EIGRP, OSPF, BGP
Experience with Load balancer (F5)
Experience in Cloud Solutions – Networking (E.g., Azure, Google, Amazon)
Familiar with VMware NSX (for datacenter project)
Firewalls (ASA, palo-alto panorama) expertise
Understanding of IaC & Script-based automation and languages (e.g. Powershell & C#) or Equilant technologies like Ansible / Nomad by Hashicorp
Excellent incident handling and troubleshooting skills
Change request implementations
Experience as lead for driving new designs / features within the network team
Work with integrity, meaning working in such a way that the job is executed properly, transparently, carefully and complying with the applicable laws, regulations, policies and Code of Conduct.
Can provide high-quality, timely, and cost-effective results.
Implement changes out of office hours
Participate in 24x7 standby shifts, one week per 7 weeks
Excellent English communication skills
Good communication and teaching skills within the team, helping junior and medior profiles to a next level
Please be informed that upon successful completion of the interview process, you will be required to submit a recent Certificate of Character, and you will undergo a background check as part of our standard legal procedures.
From many places, we work as one, moving from better to best together.
SD Worx embraces diversity in the workplace. Diversity brings inspiration and innovation to our company. We particularly welcome applications from qualified talent, regardless of origin, nationality, gender, skin color, ethnic and social background, religion, age, disability, sexual orientation, or stage of life.
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