Complex Service Request Engineer for Network Technologies

  • Location:
    Krakow, Poland
  • Area of Interest
    Customer Experience
  • Job Type
  • Technology Interest
  • Job Id

What You’ll Do

In this role we would like you to contribute 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
  • Be accountable for following established processes
  • Understand ITIL framework (Event, Incident, Change, Service Request & Problem Management)
  • Collaborate with peers and multi-functional teams
  • Maintain knowledge and skill levels required to perform the role effectively
  • Participate in regular synch ups with a team and team leadership
  • Actively share and develop innovation and automation for continued improvement wherever possible

Specific to the role of Complex Service Request Engineer, responsibilities may include:

  • Ensure accurate execution of documented and approved requests in customers’ production environments
  • Adhere to and implement Change Management processes and policies of Cisco and customers
  • Support Change Managers with technical input on Change Advisory Board (CAB) meetings, whether internal and external
  • Take all appropriate steps to reduce risk of impact to customers’ production environment due to the execution of approved changes
  • Validate service request execution process prior to production implementation
  • Conduct post-change QA testing to validate successful service request completion and to reduce the risk of service impacting events resulting from the change.
  • Serve as the first point of escalation for failed service requests/changes; conduct change backouts to the point of the pre-change baseline
  • Provide continual communication to partners before, during and after the execution of approved service requests

Who You’ll Work With

Cisco Managed Services teams deliver IT managed services (namely Incident, Problem, Service Request, and Change Management) for diverse and complex customer networks around the globe. CMS engages with customers via inbound and outbound audio and video calls, email, web platforms, and/or remote access sessions to customer equipment. We are a large group of diverse and highly skilled teams who prioritize collaboration with other team members and other teams to deliver premium quality services to our customers.

Who You Are

You work well with others and are truly a great teammate. Protecting customer data and customer environments are fundamental to your work ethic. 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 have a deep understanding of the fundamentals of Change Management and its paramount importance to the protection of the customer environment.

Required Technical Qualifications:

  • Bachelor's or Master's degree in engineering (Computer Science, Electrical Engineering, Telecommunications)
  • 5-10 years’ experience in a network operations/technical support role and/or a technical architecture/implementation role
  • Good technical experience in Routing, Switching, Data Center and Service Provider Technologies, including hands-on experience on Cisco products
  • Experience supporting wireless network infrastructures, including Cisco and Aruba Networks products

Preferred Technical Qualifications

In addition to the above-required skills, experience in the following is preferred

  • Python scripting and automation
  • Nexus/ACI
  • Load balancer solutions, including F5 and Radware
  • Viptela SD-WAN/Cisco Meraki
  • Prior Managed Services experience

Required Professional Qualifications

  • Strong written and verbal communication
  • Good organizational skills
  • Prioritize workload while managing multiple customer commitments
  • Work independently with minimal supervision
  • Good interpersonal and teamwork skills

Why Cisco

We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique 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.