Job
Description
The Business Entity As a customer support engineer at Cisco Managed Services (CMS), you will have the opportunity to join a team of highly skilled engineers dedicated to supporting strategic accounts. You will play a crucial role in providing value to customers and advancing your career while working with a leading technology industry. Your role will involve excelling in technical issue resolution and customer management. Meet the Team Being part of the Cisco CMS organization means being part of a dynamic, fast-paced, and supportive team that is committed to enhancing your skills while managing technical support for some of Cisco's largest customers. You will collaborate with various technical and advanced service organizations within Cisco, gaining valuable insights into the IT services industry, from pre-sales to day 2 support, focusing on key customers. Roles & Responsibilities: - Ensure 24/7 availability of the production environment and support critical customer operations. - Participate in Change Advisory Board Review Meetings both internally and with customers. - Support the root cause analysis process and ensure the remediation of major issues. - Provide assistance in a support capacity for problem and incident resolution, taking ownership of major incidents and problems. - Demonstrate a strong understanding of the ITIL framework and its application in a production environment. - Troubleshoot and resolve incidents and problem tickets within SLA/SLO. - Develop and maintain knowledge of existing and new technologies and align infrastructure design and implementation with managed components. - Perform troubleshooting and diagnosis of complex issues. - Contribute to continuous improvement and suggest process changes. - Offer phone/email consultation to debug complex network problems independently. - Provide systems/product training to peers within the team. - Take ownership and demonstrate accountability in managing cases and customer situations. Attributes of a Successful Candidate We are seeking individuals with the following qualities and skills: - Ability to thrive in a fast-paced, high-pressure, cross-functional, cross-country, territory, and theater environment. - Display a high level of maturity and confidentiality. - Attention to detail and excellent interpersonal skills. - Strong presentation and communication skills. - Effective time management skills. Required Skills - In-depth knowledge of Data Centre Networking and Data Centre Products. - Experience in the Networking industry and familiarity with products and protocols. - Proficiency in technologies such as TCP/IP, Routing Protocols, QoS, Multicast, MPLS. - Knowledge of Data Centre Nexus Routing & Switching, SDN, ACI. - Experience in troubleshooting using tools like Wireshark. - CCNP/CCIE Certification (R&S or DC). - Familiarity with Cisco products like Nexus series, ACI, APIC, VXLAN. - Exposure to troubleshooting ACI devices. - Working knowledge of L4-L7 Load Balancing NetScaler, Firewall/Security Products. - Understanding of Python, APIs, and programming languages. - Knowledge of virtualization products like VMware, OpenStack. - Familiarity with security firewall products. - Strong team player. - Ability to assertively communicate and demonstrate technical leadership in troubleshooting scenarios. Education & Experience: - Bachelor's degree in a technical field or equivalent with 3-6 years of related Data Centre and Network experience. - Preferred CCNA/CCNP/CCIE Certification (R&S or DC). - 8-12 years of experience in Data Centre technology at a Network Operations Center or Technical Assistance Center. - Technical expertise in ACI, Data Center, Cloud & Virtualization technologies. - Ability to engage with internal and external executive-level customers confidently while delivering an exceptional experience. - ITIL knowledge. #WeAreCisco #WeAreCisco where every individual contributes their unique skills and perspectives towards our shared purpose of powering an inclusive future for all. At Cisco, we celebrate diversity and prioritize unlocking potential. Our employees experience continuous learning and development opportunities, shaping multiple careers within one company. Our technology, tools, and culture have led the way in hybrid work trends, enabling everyone to excel and thrive. We recognize our responsibility to bring communities together, with our people at the core. Through our 30 employee resource organizations, known as Inclusive Communities, one-third of Cisconians collaborate to foster belonging, learn, and make a positive impact. With dedicated paid time off for volunteering, we give back to causes we care about, with nearly 86% of our employees actively participating. Our purpose, driven by our people, positions us as the global leader in technology that fuels the internet. By helping our customers innovate their applications, secure their enterprise, transform infrastructure, and achieve sustainability goals, we make a difference. Every step we take is a step towards a more inclusive future for all. Join us to take your next step and be yourself at Cisco!,
