- Respond promptly to customer inquiries, troubleshoot, and resolve issues related to Cisco Data Center Networking and ACI technologies. - Provide remote support and on-site assistance as required, ensuring timely issue resolution. - Working in co-ordination with customer and customer NI team ensuring to get deep understanding of customer network and traffic flows.

2. Technical Expertise:

- Demonstrate a comprehensive understanding of Cisco Data Center Routing and Switching technologies, including both Traditional Networks and ACI-based Fabrics. - Stay updated on the latest developments in Cisco technologies and incorporate them into troubleshooting and support activities.

3. Troubleshooting and Problem Resolution:

- Excellent knack to Diagnose and resolve complex network issues involving Cisco hardware, software, and protocols in the shortest period of time. - Ability to use advanced Troubleshooting methodologies - Deep command of software diagnostic capabilities (traces, logs, show commands, performance measurements, deep knowledge of Switching and Routing protocols). - Utilize network programming languages like Python and automation tools such as Ansible for efficient data collection, correlation and issue resolution. - Provide technical troubleshooting and guidance during maintenance windows. - Ability to work on interoperability scenarios - Ability to Setup simulation topologies within the client network or in Cisco labs to recreate complex or intermittent issues, identifying causes, triggers, and potential solutions.

4. Maintenance Window Support:

- Collaborate with clients and network operators to plan and execute maintenance windows effectively. - Creative problem solver, comfortable with challenging the status quo and rapidly responding to escalated issues. - Define Maintenance Window Actions, Objectives, and review or prepare Method of Procedures (MOP) encompassing Execution Steps, Timing, Plan-B/Recovery Options, Validation Steps/Methods, and benchmarks. - Ensure technical governance of the maintenance window to guarantee a successful outcome. - Lead or contribute to Systems/Service recovery plans for potential failure scenarios.

- Provide problem root-cause analysis at the network infrastructure and application level and produce detailed technical reports that include root causes, next steps, and recommendations for corrective and preventive actions.
- Work with TAC team to recreate the issue and drive towards root-cause analysis

- Shorten the time to resolution during complex situations by using knowledge of the customer network and their operations.
- Provide technical oversight during maintenance window execution, ensuring adherence to established procedures and minimizing service interruptions.

5. Continuous Improvement:

- Proactively identify areas for improvement in network performance, reliability, and efficiency. - Collaborate with internal teams to implement enhancements, updates, and optimizations based on identified improvement opportunities. - Contribute to the development of new tools, processes, and best practices

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