INCIDENT MANAGER.CUSTOMER EXPERIENCE

Job Description

Cisco Managed Services group seeks a Customer Support Engineer with expertise in Routing & Switching, Service Provider Technologies. As a Customer Support Engineer in our special team 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.Who youll work withCisco 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 (from 3 years all the way to 12 years) 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 :Minimum Qualifications

• Requires BE/BTech degree with 7+ years of related experience in IT industry.
• Customer Support/Managed Services Experience (5+ years).
• Excellent TCP/ IP networking skills

In depth understanding & hands on Cisco Nexus Switches

• In depth understanding & knowledge of various switching protocols. E.g. STP,PVSTP,MSTP,LLDP etc.

In depth understanding & working knowledge on various Cisco IOS,IOS-XR & IOX-XEExperience with MPLS technology including L2/L3 VPN and traffic engineeringFixing various MPLS & its application related issues. e.g. VPLS/MPLS-TE etc.Experience with Configuring and fixing Cisco routers and switchesExperience on Cisco ASR9k,ASR1k & Nexus 5k/7k series platformExperience with routing protocols (OSPF, RIP, EIGRP, ISIS and BGP)

• Solid Communication Skills (Written/Verbal/Presentation)
• Solid teammate
• Flexibility in working hours as some migrations will require weekend and after hours work.
• Ability to grasp complex design concepts quickly and be able to provide the right solutions to the clients.
• Ability to fix implementation problems during migrations.

Roles & Responsibilities:

• Analyze, configure and fix large complex networks with mixed media and protocols.
• Effectively craft and utilize complex lab setups to duplicate and solve problems, validate planned changes to software and hardware design.
• Provide remote troubleshooting support to resolve UC related issues
• Develop and maintain strong relationship with customer and other Cisco teams.
• Build relationship with customer to understand in a better way their networks to provide quicker and more effective results to their requests.
• Establish Technical Relationship to support customer network operations.
• Possess detailed knowledge of customer network, critical sites, operating procedures as agreed upon with customer
• Customer-specific designated support at network level to resolve and debug complex networking problems
• Issue support for critical network outages and complex network issues.
• Dedicatedly monitor and review the progress of all customer cases and engage as necessary.
• Respond to network management system alarms according to established processes
• Priority support for identified key customer functionalities and issues
• Effectively work with multi-functional teams to resolve major customer issues.
• Work towards continuous learning, results orientation and partnership.

Desired Skills

• Typically requires BE/BTech degree with 5+ years of related experience.
• Run services background preferred.
• CCNP or CCIE R&S/SP desired.
• Python knowledge desired.
• Fluency in soundness disciplines (availability, security, etc.) and operational disciplines (systems management, change management, etc.).
• 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 passionate about 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.,

Keyskills :
incident managementproblem managementchange managementitilslaprinter fleet managementnetwork management systemcisco ioscisco nexus