Cloud Infrastructure Lead

  • Location:
    Bangalore, Karnataka, India
  • Area of Interest
    Engineer - Network
  • Job Type
    Professional
  • Technology Interest
    Networking
  • Job Id
    1307740

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.

Required Skillsets

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.

Desired Skills

Experience with Python or other scripting languages

Experience with Splunk or Data-Analytics platforms

Experience with Netbackup or other backup platforms

Why Cisco

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.

#WeAreCisco.

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