Job title: TECHNICAL CONSULTING ENGINEER.CUSTOMER DELIVERY | 10+ Years

Company: Cisco Systems

Job description: What you do

Cisco Managed Services group seeks a Technical Consulting Engineer with expertise in Routing & Switching with hands on experience in one of the following – DNAC / SD-Access, Cisco SD-WAN, Cisco Wireless, Cisco Meraki. As a Technical Consulting Engineer you will gain hands-on experience and the ability to earn industry-leading certifications. You will be a strategic partner to our customers, saving their business from the impact of network incidents, solving and preventing the recurrence of technical issues. You will solve our customers’ toughest problems, ensuring that our customers get expected business outcomes, providing a superior customer experience. All CMS team members are expected 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 adhere to cost reduction measures
• Accountable for following established team processes
• Understand ITIL framework (Event, Incident, Change & Problem Management)
• Collaborate with peers and cross-functional teams
• Maintaining knowledge required to perform role effectively
• Participate in regular synch ups
• Actively share / develop innovation and automations for continued improvement

Who you’ll work with

Cisco is a team of special guides whose #1 focus is to help customers deploy and operate their networks effectively while delivering the best possible customer experience. Our success is validated through outstanding financial results, growing customer happiness metrics, industry recognition, and employee happiness scores. Your opportunity to impact the health and performance of networks and systems that surround us all are limitless. Your career growth options will be BOLD, as we realize our vision to become the #1 IT Company in the world. Make an impact with us!

The team is group of highly skilled, dynamic, diverse, and passionate engineers who go above and beyond in assisting not just the customer but also their teammates and peers. “Work hard, play harder” is the motto of the team.

The team is a good mix of engineers with varying years of experience in Cisco technologies and solutions, and each-and-every-one of them bring great value to the table.

Our team has global presence located in 2 US centers, 3 centers in EMEA and 2 India centers.

Who you are

You are a self-starter who requires little oversight to achieve your goals and meet your objectives. You work well with others and are truly a team player. Technical knowledge and customer satisfaction is in your DNA. You have excellent verbal and written communication skills. You are able to see the big picture even when analyzing multiple complex factors under pressure. You are a technical expert and understand the fundamentals of troubleshooting.

• Manage issues by setting expectations and meeting or exceeding those expectations to achieve the highest level of customer satisfaction
• Take ownership of complex incidents
• Accept technical escalations from lower support tiers
• Provide remote troubleshooting support and perform analysis in large complex networks with mixed media and protocols
• Utilize complex lab setups to duplicate and solve problems and validate planned changes to software and hardware design
• Support and collaborate with CMS and cross-functional teams to resolve major customer issues
• Engage TAC / BU as required to resolve complex technical issues
• Strive for continuous learning, result orientated and teamwork
• Develop expertise in specific areas (i.e. technology, product)
• Mentor colleagues and/or customers via presentations or documentation
• Create Methods of Procedure (MOP) and action plans for post-sales projects
• Perform ad hoc analyses and tasks as assigned
• Minimal travel (as required) to customer locations in support of CMS deliverables/support
• Submit complete and correct product defect reports in area of expertise
• Provide systems/product training both internally and externally while contributing to Cisco intellectual property efforts
• Act as a focal point for high impact, large account incident resolution
• 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
• Participate in daytime and night/weekend on-call rotation as required
• Assist with design recommendations for the customer and engineering team as needed
• Assist with deploying software in customer environments as needed
• Assist with miscellaneous team management duties as needed

Attributes of a successful candidate

• Excellent TCP/ IP networking skills
• Expertise in Core Routing & Switching
• Thorough understanding of Routing and Switching protocols – STP, PVSTP, MSTP, LLDP, OSPF, RIP, EIGRP, ISIS, BGP etc. with strong hands on troubleshooting experience
• Possess strong Communication Skills (Written/Verbal/Presentation)
• Fantastic team player
• Flexibility in working hours to work in a 24×7 environment
• A creative, positive and proactive can-do attitude and a willingness to learn new technologies, processes and procedures
• Works towards continuous learning, results orientation and stronger partnership
• Ability to work in a fast-paced, high-pressured, multi-functional, cross country, territory and theatre environment

Minimum Qualification

• BE/BTech degree with 10+ years of related experience in IT industry
• Customer Support/Managed Services Experience (7+ years)
• Fluency in soundness disciplines (availability, security, etc.) and operational disciplines (systems management, change management, etc.)
• CCIE R&S with hands-on experience required
• Python knowledge desired
• ITIL Knowledge desired
• Proven track record in an industry or horizontal solution area
• Ability to tackle problems with innovative ideas. Assume complete ownership with regards to the engagement with client and partners

We Are Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Here’s how we do it.

We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (30 years strong!) and only about hardware, but we’re also a software company. And a security company. A blockchain company. An AI/Machine Learning company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do – you can’t put us in a box!

But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, we give our egos a break, and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take bold steps, and we take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.

So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool.

Cisco Covid-19 Vaccination Policy
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 requires all new hires to be fully vaccinated against COVID-19 in the U.S., 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: Tue, 10 May 2022 22:40:19 GMT

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