Technical Service Delivery / Project Manager/ Engineer, Frankfurt

We are recruiting for a bi-lingual (German & English) Technical Service Delivery / Project Manager/ Engineer based in Frankfurt for a global FinTech company to work in a global networks team to support circa 150 financial services companies: projects and BAU support. The company is in growth phase and has made a number of recent acquisitions. There are exciting projects in the pipeline such as SDWAN and there is the potential for this to develop into a global role.
We are looking for an energetic, client centric individual who will focus on providing excellent user service experience. The successful candidate will be a part of a 24/7 global network team and will be responsible for providing quick resolution to client’s issues.
Role overview
This position is responsible for providing technical guidance and support ensuring customer satisfaction and resolution. Act as the technical advocate, while possessing strong organizational and communication skills. Provide uninterrupted service and incident/problem/project management.
Technology Environment:
•Cisco IOS, Nexus
•HP Aruba switches,
•Cisco ASA, Checkpoint, Fortinet, Juniper Firewalls
•Citrix NetScaler Load balancers
•IPSec VPNs
•MPLS
Responsibilities
•Requirements gathering in a client facing capacity.
•Assist in pinpointing network deficiencies: routing, switching, security and load balancing.
•Responsible for monitoring setup and audit to make sure all device KPIs are added to monitoring and have proper alerting profiles enabled.
•Proactive review for all system events and logs, identify trends and potential problems.
•Support all services and systems for maximum reliability, provide corrective maintenance direction as required.
•Investigation and root cause analysis for major outages
•Work with vendors to resolve issues.
•Document issues and resolutions steps, by creating and/or contributing technical content for enhancing procedures and policy documents for functions within the global network function.
•Assist in trouble ticket and technical escalation path forward and resolution.
•Responsible for working with customers on troubleshooting, resolving, and communicating technical issues.
•Work with field technicians in the clearing of troubles and/or network outages
•Act as escalation point

Requirements
•Knowledge and experience of Cisco/Switch/Firewall/MPLS
•Understanding application layer and dependencies on core network infrastructure
•Previous Service Delivery / Project Management/Project Engineer experience in a high-availability corporate environment.

Competencies
•Excellent written and verbal communication skills with focus on customer satisfaction
•Bi-lingual, German & English
•Customer service skills
•Strong problem-solving skills with an emphasis on quick problem resolution
•Strong attention to detail
•Ability to focus on multiple tasks simultaneously.