Cloud Infrastructure Engineer
Location:Bangalore, Karnataka, India
Area of InterestEngineer - Network
Who You’ll Work With
As a member of our Cloud Collaboration Team with Cisco Managed Services (CMS), you will be responsible for supporting Cisco Cloud Collaboration offers.
The team provides second/third level technical support for Collaboration solutions on a worldwide basis via inbound/outbound phone calls, web, and remote access. Provide consultation to independently solve & debug solutions for Cisco customers along with collaborating with Cisco internal TAC and Product engineers to resolve issues.
What You’ll Do
All CMS team members are encouraged to contribute to the following areas:
Work on sophisticated problems where analysis of situations requires in-depth evaluation of factors
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 through continuous improvement and innovation
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 Technical Lead, responsibilities may include:
Provide technical coverage and mentorship on all P1, P2, and other high visibility incidents:
Advise the management team through an e-page or appropriate mailer with the incident number and bridge information within mutually agreed service level objectives
Provide internal and external executive level updates to all partners
Ensure incident team has an active voice and is driving the troubleshooting
Assign tasks and supervise follow-up actions
Engage additional resources as needed
Collaborate with multi-functional teams (AS, TAC, etc) to ensure unified messaging to customer
Participate in an on-call rotation with other Leads
Assist Operation Managers with daily management tasks
Review operational metrics and drive team performance
Refine/Improve Incident processes to drive team towards SLO goals and to ensure repeatable customer experience
Participate in incident ticket reviews to provide ongoing feedback to the Incident Team
Mentor and coach Incident Team
Support and backup other Technical Leads
Maintain productive customer relationships
Assist with new customer onboarding to establish process
Participate in the development and delivery of regular service reviews
Serve as an issue point for both technical and political customer partner concerns
Occasional travel to customer meetings
The job holder will work on-call over the weekends on rotation as needed
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 standout colleague. Customer happiness is in your DNA. 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 have a technical background and understand the basics of troubleshooting.
BS/MS in a technical subject area plus 5+ years of relevant experience in a Network Operations Centre or Technical Assistance Centre
1-3 years’ experience in a team leadership role while acting as a liaison with external/internal customers
Strong knowledge on routing and switching protocols - EIGRP, bgp, eBGP, Static Routing, SDWAN, ACL, QOS
Experience working with ISPs
Strong knowledge on Cisco Firewalls - ASA, FTD, ACL, NAT, VPN, ISE
Hands on experience in Cisco Data Center Compute and Storage platforms like UCS Blade & Rack Servers, MDS, Hyperflex, VMware
Hands on in Cisco Data Center platforms including Cisco Nexus (including ACI mode and supporting APIC), Catalyst switches, ASR routers
Good knowledge in- Nexus1K, Nexus9K, ASR1K product family, ISR product family, Firepower Threat Defense
Foundational knowledge of Cisco Collaboration portfolio
Ability to tackle collaboration issues and isolate problems
Deep understanding of Incident & Change Management process
Phenomenal teammate with good communication skills in both written and spoken format
Good organizational skills.
Ability to prioritize technology while handling customer commitments.
Strong written/verbal communications skillset.
Good social and collaboration skills.
Able to work independently with minimal direction.
Experience with Python or other scripting languages
Experience with Splunk or Data-Analytics platforms
Experience with Netbackup or other backup platforms
At Cisco, each person brings their different talents to work as a team and make a difference.
Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.
We connect everything – people, process, data and things – and we use those connections to change our world for the better.
We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education and more – from Smart Cities to your everyday devices.
We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.