Senior Case Manager

We are the Intelligent Internet Platform. We connect People, Places and Things anywhere, managing Internet Performance better than anyone else, while providing One Global Experience, giving Visibility, Control and Security through expereoOne.

Expereo believes in the power of Internet connectivity. As the world's largest provider of managed internet, SD-WAN/SASE, and Cloud connectivity solutions, we power enterprises and government sites worldwide, helping to enhance every business' productivity with flexible and optimal Internet performance.

As a trusted partner of Fortune 500 enterprises, our continued aim and success in helping our customers and partners depends solely on the talented individuals who make Expereo a dynamic, effective, multicultural, and equitable environment.

About the role

The Senior Case Manager is responsible for resolving all technical and non-technical issues related to Expereo’s services, through liaising with our customers and local providers.

The suitable candidate will identify and establish new processes and continuously optimize existing ones, to enable Expereo to offer an excellent and unrivalled Customer Service experience.

Responsibilities

• Infrastructure & Network Management: Oversee regional network switches and routers. Troubleshoot underlay services using Cisco Nexus/Catalyst, Mikrotik.
• Support & Operations: Serve as first-line technical support for network systems, ensuring high availability through active monitoring (SolarWinds) and adherence to ITIL standards.
• Project Execution: Lead network initiatives from design to deployment, including analyzing requirements, creating test/implementation plans, and managing project timelines to restore services.
• Collaboration & Service: Partner with internal and external stakeholders to deliver prompt, customer-focused technical support while maintaining security compliance.

Requirements

• 5+ years of hands-on IT/Telecommunications experience in network design, administration, and support.
• Routing & Switching: In-depth knowledge of protocols LAN and WAN protocols (OSPF, BGP, STP, VLANs, QoS, PoE) and redundancy protocols (VRRP, HSRP).
• Security & Remote Access: Solid foundation in network security standards, integrity monitoring, 2FA, and VPN deployment (MPLS, IPsec, SSL).
• Frameworks & Tools: Proficient with ITIL best practices and Network Management Systems (e.g., SolarWinds).
• Soft Skills: Excellent verbal and written English communication skills; strong project management skills; ability to thrive under pressure in a collaborative team environment.

Benefits

• Private Health Insurance
• Work From Home
• Training & Development
• Performance Bonus