High Touch Engineer ASR9K

As a High Touch Engineer in ASR9K Domain, your role involves providing premium technical support services for strategic customers. You will be responsible for troubleshooting and resolving customer network problems across a broad range of technologies, acting as a dedicated Technical Escalation point of contact for moderate to complex network issues. Here are the key responsibilities associated with this role: - Act as a technical focal point for network problem resolution - Provide Network-level problem resolution, including troubleshooting on the entire Cisco network for complex and critical issues - Provide problem Root Cause Analysis at the network infrastructure and application level - Provide Software Referrals to address critical problems identified across the install base - Review and analyze trends and work with the High Touch Operations Manager (HTOM) in providing quarterly reports detailing corrective action plans - Shorten the time to resolution during complex and critical situations by utilizing knowledge of the customer network and their operations - Successfully manage customer relationships and support service delivery on accounts under your responsibility - Generate reusable Intellectual Capital in the form of standard customer deliverables - Act as Lead Engineer for HTTS and TAC/BU when driving customers" escalated or reoccurring reactive issues to resolution Qualifications required for this role include: - University degree equivalent - 12+ years of experience in network engineering or telecommunications support environment - Advanced knowledge of Routing and Switching, Multicast, BNG Technology & Services, and ASR9K Platform - Effective Troubleshooting and Analytical skills - Ability to communicate effectively in English both verbally and in writing - High interpersonal skills and very good presentation skills Additionally, the following skills and experiences are preferred: - CCIE certification - Bachelor's or Master's degree in engineering (Computer Science, Electrical Engineering, Telecommunication, or equivalent) - Experience in designing, deploying, or supporting Cisco Solutions - Good Knowledge of Cisco IOS/XR Platform Occasional business travels may be required (EMEAR, APAC, US) to fulfill the responsibilities of this role. You will play a crucial part in providing top-notch technical support services to ensure the smooth operation of customer networks and enhance their overall experience.,