Customer Delivery Engineering Technical Leader

Apply
  • Location:
    Bangalore, India
  • Area of Interest
    Customer Experience
  • Job Type
    Professional
  • Technology Interest
    Service Provider
  • Job Id
    1432211

JOB DESCRIPTION: CUSTOMER DELIVERY ENGINEERING TECHNICAL LEADER - SPTG

BANGALORE

What Will You Do and Who You Will Work With?

Technical Services is a team of premier technical experts whose #1 focus is to help customers deploy and operate their networks, effectively, while delivering the best-in-class customer experience. Our success is validated through excellent financial results, increasing customer satisfaction metrics, industry recognition, and employee satisfaction scores.

The Service Provider Infrastructure Technical Leadership team is part of the Global TAC organization and supports SP Networking, SP Mobility, SP Cable, Optical, and Router/Switch Architecture, Data Center, and related technologies. Today, we are building innovative teams that have the highest level of technical ability, innovation, and general problem-solving skills within the Global TAC. On this team, you will collaborate with like-minded innovators in a fun and flexible culture that has earned Cisco global recognition as a Great Place to Work.

IOS-XR and NXOS is one of the most growing new technologies Products. The High Touch Technical Services team provides second/third level technical support on a worldwide basis for IOS-XR Operating systems routers (ASR9000, Cisco 8000, NCS5500, CRS) & NXOS Switches (Nexus 3K,9K,5K, and 7K) to Cisco customers, partners, account teams, and other TAC engineers via phone/email/fax consultation to independently troubleshoot & debug product problems).

Technical Services is team of world-class technical experts 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, increasing customer satisfaction metrics, industry recognition, and employee satisfaction scores. Cisco's Technical Assistance Center (TAC) is aligned to the GTC's three geographic regions; together, they form one global, borderless TAC.

Role & Responsibilities:

A Technical Leader for Technical Services is part of a highly skilled senior technical team in a cutting-edge technology supporting IOS-XR Operating system routers (ASR9000, Cisco 8000, NCS5500, CRS) & NXOS Switches (Nexus 3K,9K,5K, and 7K), and SONiC Network Operating System. This role will be located at our Bangalore, India campus.

You’ll provide second/third level technical support for all the SP Cell Teams and on a worldwide basis via phone, email, web, and remote access for XR products such as ASR9000, Cisco 8000, NCS5500, CRS & NXOS Switches (Nexus 3k,9k,5K,7K), and SONiC. You have a working knowledge of Networking industry, products, and protocols.

Your crisis management skills and ability to handle critical customer issues/problems are second to none. You strive to be an IOS-XR Technical Leader that would be driving escalations and projects within the business unit and to be part of several engineering and Technical Content Delivery activities. You will work on problems of wide scope and high complexity where analysis of situations or data requires a review of identifiable factors.

Who You Are:

Essential Skills

· Bachelor's degree (BE or BS) in Computer Science or a related technical field, or equivalent experience. 12+ years of technical experience in Service Provider and Data Center technologies.

· Proficiency in analysing, configuring, and troubleshooting Cisco XR Products deployed in medium and large enterprise/SP networks.

· Demonstrated significant analytical and troubleshooting skills, including crisis management abilities, and proficiency in handling critical customer issues/problems.

· Exceptional software debugging skills, with a strong aptitude for troubleshooting.

· In-depth Knowledge of Routing Protocols BGP, MPLS, OSPF, ISIS, VLANs, VPC, Wireless, Switching, IOS-XR, NXOS.

· Deliver technology/product training and intellectual property material as necessary, including mentoring other engineers.

· Ability to work independently, as this position only receives minimal supervision with no instruction on routine work and general instruction on new assignments.

· Automation Skills – Python Scripting, AI/ML, YAML, Docker and Kubernetes.

· Proven crisis management skills; Consultative communication skills.

· Excellent written and verbal communications skills, ability to communicate technology strategy and architecture approach to engineers, executives, and Cisco customers.

· Strong consulting & client-facing skills to include multi-functional influence, external and internal consulting

Extended Skills

• You are a trusted resource in the areas of IOS-XR, IOS-XE, NXOS, SONiC and its underlying platforms (ASR9000, Cisco 8000, NCS5500, CRS, NCS520, NCS540, & Nexus 3K,9K,5K, and 7K switches) and technologies (Routing & Switching protocols, BNG, ISG, SDWAN, Datacenter technologies and related capabilities).

• Data Center Layer 2 overlays for example VXLAN, EVPN. Layer 2 security features for example port security, MACsec, ACL, private VLANs. Layer 3 Overlay Protocols (OTV, LISP). Network management protocols for example PTP, NTP, DNS, DHCP

• Expert level knowledge in the areas of: IP internetworking, LAN Switching Protocols (MLS, CEF, Trunking (802.1Q), STP, HSRP, LACP/PAGP), IP Routing protocols (IGRP, OSPF, EIGRP, BGP)

• Basic understanding of Software defined networking.

• You can independently solve problems in broad, complex, and unique networks with mixed protocols in high end routing environments for our largest customers.

• You will provide support to engineers from multiple teams as well as the field and aids them in problem resolution.

• You provide input to Engineering and product organizations on future product development.

• You act as a focal point for large account network problem resolution and provide technical leadership for Critical Accounts.

• You provide systems/product training in written and presentation form, such as chalk talks, web pages, white papers, Tech Zone and Cisco Support Community participation, Cisco Live, EBCs, etc.

• Knowledge of large-scale Service provider network and Data Center Switch Fabric Architectures

• You effectively utilize lab setups to debug broad and complex problems and submit complete bug reports while monitoring reports of other engineers for quality.

• You provide input to Engineering and product organizations on future product development.

• You lead the creation of intellectual capital through written documents and machine consumable scripts and signatures that enables faster issue identification and resolution

Emerging Skills

• CCIE SP/RS/EI, DevNet, RedHat certification is a plus

• Public / Private Cloud experience and knowledge. [ AWS, Azure]

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.

We Are Cisco

Message to applicants applying to work in the U.S. and/or Canada:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings.

Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday (for non-exempt employees), plus a day off for their birthday. Non-Exempt new hires accrue up to 16 days of vacation time off each year, at a rate of 4.92 hours per pay period. Exempt new hires participate in Cisco’s flexible Vacation Time Off policy, which does not place a defined limit on how much vacation time eligible employees may use, but is subject to availability and some business limitations. All new hires are eligible for Sick Time Off subject to Cisco’s Sick Time Off Policy and will have eighty (80) hours of sick time off provided on their hire date and on January 1st of each year thereafter.  Up to 80 hours of unused sick time will be carried forward from one calendar year to the next such that the maximum number of sick time hours an employee may have available is 160 hours. Employees in Illinois have a unique time off program designed specifically with local requirements in mind. All employees also have access to paid time away to deal with critical or emergency issues. We offer additional paid time to volunteer and give back to the community.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:

.75% of incentive target for each 1% of revenue attainment up to 50% of quota;

1.5% of incentive target for each 1% of attainment between 50% and 75%;

1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

Share

Apply