Job title: TECHNICAL CONSULTING ENGINEER – 5+ Years | Routing | Switching
Company: Cisco Systems
Job description: What You’ll Do
All CMS team members are encouraged to add value in the following areas:
- Understand and meet customer agreements (SLO/SLA/commitments)
- Follow and participate in the improvement of established team processes
- Identify and enforce to cost reduction measures
- Accountable for following established team processes
- Understand ITIL framework (Event, Incident, Change & Problem Management)
- Collaborate with peers and multi-functional teams
- Maintaining knowledge required to perform role optimally
- Participate in regular synch ups
- Actively share / develop innovation and automations for continued improvement
Specific to the role of Incident Manager II, responsibilities may include:
- Manage issues by setting expectations and meeting or exceeding those expectations to achieve the highest level of customer happiness
- Take ownership of sophisticated incidents
- Accept technical escalations from lower support tiers
- Provide remote troubleshooting support and perform analysis in large sophisticated networks with mixed media and protocols
- Use sophisticated lab setups to duplicate and solve problems and validate planned changes to software and hardware design
- Support and collaborate with CMS and multi-functional teams to resolve major customer issues
- Engage TAC as the need arises to resolve sophisticated technical issues
- Strive for continuous learning, result orientated and partnership
- Develop expertise in specific areas (i.e. technology, product)
- Build Methods of Procedure (MOP) and action plans for post-sales projects
- Perform ad hoc analyses and tasks as assigned
- Assist as needed with Change and Problem which could involve the planning, approving and implementation of changes
- Assist as needed with Problem Management which may include analyzing data for root cause analysis
- Assist with miscellaneous team management duties as needed
- Act as queue manager to ensure incidents have an owner as needed
Who You’ll Work With
The Cloud & Managed Services team provides second/third level technical support for Cloud / Hybrid solutions and cloud enabled end point products on a worldwide basis via inbound/outbound phone calls, email, web and remote access. Provide consultation to independently solve & debug solutions for Cisco customers, partners, account teams along with collaborating with other TAC engineers to resolve issues.
Who You Are
You require little oversight to achieve your goals and meet your objectives. You work well with others and are truly a standout colleague. Technical knowledge and customer happiness is central to your purpose. You have excellent verbal and written communication skills. You are able to see the big picture even when analyzing multiple sophisticated factors under pressure. You are a technically capable of resolving the majority incidents within your technical expertise and understand the fundamentals of troubleshooting.
Required Skillsets
Hands on Experience with Cisco R&S (CCNP Level), Cisco SD-Access, Cisco Wireless
Desired Skills
CCIE R&S
Why Cisco
We connect everything: people, processes, data, and things. We innovate everywhere, taking ambitious risks to craft the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with outstanding personalities who aren’t afraid to change the way the world works, lives, plays and learns.
We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers.
Cisco Covid-19 Vaccination Requirements
The health and safety of Cisco’s employees, customers, and partners is a top priority. Our goal is to protect and mitigate the spread of COVID-19 infection for strong business resiliency during the pandemic. Therefore, Cisco may require new hires to be fully vaccinated against COVID-19 if the role requires business-related travel, meeting with customers/partners (including visiting third-party sites on behalf of Cisco), attending trade events, and Cisco office entry, unless otherwise prohibited by applicable law, and in countries where COVID-19 vaccination is legally required. The company will consider legally required accommodations/exceptions for medical, religious, and other reasons as per the requirements of the role and in accordance with applicable law. Additional information will be provided to candidates about the requirements and accommodation process at the offer time based on region.
Expected salary:
Location: Bangalore, Karnataka
Job date: Sat, 25 Jun 2022 22:58:37 GMT
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