REQ Site Venue Service Manager

Role Summary:-
The Site Venue Service Manager owns the end to end lifecycle of venue networking IPT voice and circuits (collectively referred to as telecommunications) from initial discovery through implementation readiness testing live operations and continuous improvement. This role blends hands on technical leadership with operational orchestration: the SVSM becomes the venues resident expert maintains a complete working knowledge of all technologies deployed and leads rapid troubleshooting across network cabling security and telephony domains. The SVSM influences outcomes through clear communication decisive incident leadership and people management (including directing an on site team when assigned).
What Success Looks Like
Fast calm incident leadership that drives low MTTR and high first time fix rates.
Flawless event readiness through disciplined planning rehearsals and documentation currency.
Seamless collaboration with L2 field engineers senior (L3/L4/Architect) engineers vendors and client stakeholders.
Healthy observable networks with actionable telemetry and compliant security postures.

Core Responsibilities:-
1) Lifecycle Ownership (Discovery Design Readiness)
Become the single source of truth for the venues network/telecom footprint: rack elevations port maps VLAN/VRF segmentation IP plans dependencies and runbooks.
Coordinate and validate LAN/physical surveys; ensure cabling standards and labeling practices are followed to the letter.
Align venue designs to program standards (e.g. Zero Trust segmentation NAC/AAA Cisco SD-Access) and ensure security and monitoring hooks are in place from day one.

2) Implementation & Cutover Leadership
Orchestrate and when necessary hands on lead rack/stack cabling device upgrades and baseline configurations; ensure acceptance tests and failover drills are completed.
Oversee installation configuration and testing of Cisco Catalyst switches/APs/firewalls and related platforms; coordinate integration with SD WAN and telephony.
Partner with senior engineers to validate design intent (routing switching wireless segmentation) and quality gate changes before go live.

3) Operations Incident & Problem Management
Serve as the venues primary incident commander: triage isolate and drive cross technology troubleshooting until restoration; convene war rooms and escalate effectively. (Leverages L3/L4/Architect guidance where needed; mentors L1/L2 responders.)
Operate and interpret telemetry from Cisco Catalyst Center (formerly DNA Center) ThousandEyes SIEM/XDR ISE and Firepower to detect diagnose and prevent service degradations.
Run post incident reviews with clear root cause corrective actions and preventive measures tracked to closure.

4) People Leadership & Stakeholder Communication
Lead an on site venue support team (where assigned); schedule coverage coach L2 engineers and foster a blameless action oriented culture.
Communicate status crisply to venue operations client stakeholders and program leadership-before during and after events; translate complex topics into business impact terms.
Coordinate vendors and cross functional partners to meet SLAs/SLOs and event readiness milestones; ensure change windows are respected and risks mitigated.

5) Documentation Asset & Change Control
Maintain accurate living documentation: network diagrams configs SOPs emergency procedures and test scripts; keep asset inventory current.
Enforce rigorous change management with back out plans and pre/post validation steps.

Technical Domains & Tooling:-
* Routing/Switching & Segmentation: VLANs VRFs QoS; policy driven segmentation in line with Zero Trust.
* Cisco SD-Access: Required network architecture for segmentation policy enforcement and automation across venue infrastructure.
* Wireless: Design/optimization and operational oversight of enterprise Wi Fi (e.g. Cisco 9800 & 9100 series APs).
* Structured Cabling: Copper/fiber (single & multi mode) terminations testing labeling patch panel hygiene.
* Security & Access: ISE (NAC/AAA) Firepower NGFW Secure Endpoint/XDR SIEM integration.
* Observability & Automation: Cisco Catalyst Center ThousandEyes CAIT/CI aligned operational testing.
* Telephony: Cloud IP telephony (e.g. Webex Calling) endpoint provisioning and call flow readiness.

Required Competencies:-
* Organizational excellence: Plans ahead sequences complex activities documents obsessively and keeps the venue audit ready at all times.
* Troubleshooting mastery: Hypothesis driven diagnosis across layers 1 7; comfortable jumping from cabling to routing to wireless to security tooling without hand offs.
* People & communication: Clear confident communicator under pressure; able to lead bridge calls coach L2s and brief executives with equal fluency.
* Customer focus: Anticipates venue operations needs; navigates trade offs to protect the event experience.

Qualifications:-
* Experience: 5 years in telecommunications/network operations or service management; event/venue or multi site environments preferred. (Mix of hands on L2 style field work and L3 level coordination is ideal.)
* Certifications: Cisco certifications (e.g. CCNP/CCIE) strongly preferred.
* Knowledge base: IP VLANs routing protocols (OSPF/BGP/EIGRP) wireless design and network security principles.
* Tools: Proficiency with Catalyst Center ThousandEyes SIEM/XDR ISE Firepower; familiarity with Webex Calling.
* Nice to have: Automation/orchestration exposure (Ansible Python Terraform) and hybrid/cloud networking awareness.

KPIs & Operating Cadence:-
* Reliability: MTTR SLA/SLO attainment change success rate and incident recurrence trend.
* Readiness: % of documented systems with current diagrams/runbooks; test event pass rate; cutover rehearsal outcomes.
* Team Effectiveness: Ticket aging/throughput knowledge base contributions and L2 skill uplift (mentoring outcomes).
* Stakeholder Satisfaction: Post event and post incident feedback scores; timely and accurate status communications.

Working Conditions:-
Venue based work with event driven hours (nights/weekends/holidays possible); on call participation and occasional travel to support test events or adjacent venues.
Ability to coordinate and when necessary assist with field activities in live environments (in partnership with L2 resources).