High Touch Engineer

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  • Location:
    Bangalore, India
  • Area of Interest
    Customer Experience
  • Job Type
    Professional
  • Technology Interest
    *None
  • Job Id
    1434724

What You'll Do

 

In this exciting customer facing role, you will foster strong working partnerships with members of the Cisco Services Delivery team, key customer stakeholders, Cisco Account/Sales team and the broader services organization, and act as the primary technical support person for incident management of critical issues at the network level.

You will be responsible for providing sophisticated network level services related to reactive issues to Cisco Expert Care accounts. You will also focus on diagnostics, root cause analysis, as well as recommendations for preventative measures with the goal to result in a more efficient, reliable customer network.

Core Deliverables are:

 

Network Problem Resolution:

                        Escalation support and solve for critical network outages (severity 1 & 2 issues) and sophisticated network issues

                        Relaying detailed knowledge of customer network, critical sites, and operational procedures to Cisco support team

                        A recommendation report that includes root cause, next steps, and recommendations for corrective actions in a response to a network incident

                        Assist with identifying areas where training is needed

                        Quarterly Business Review:

                        A report on work and activities provided during the immediate past timeframe, corrective action plans, & other actions planned for the next quarter

                        Informal knowledge transfer sessions to augment troubleshooting skills by providing Cisco product training & standard processes review

                        Who'll You'll Work With

 

The Global Enterprise Service Delivery Team is passionate about helping to drive new opportunities for Cisco and it's transforming our clients' businesses worldwide. Today, we are building impactful teams that are tightly engaged with our clients, understand their business imperatives, and can orchestrate the execution of our services to meet our client’s business needs. As a team, we will collaborate with like-minded innovators in a lively and flexible culture that has earned Cisco global recognition as a phenomenal Place to Work.

Who You Are

 

Do you have a Service Excellence Attitude to ensure customer success?

Are you able to collaborate across Cisco and work with our customers to achieve your goals?

Do you have the passion and proven ability to learn and work in a diverse team environment to be successful in this position?

If so, our minimum requirements for this role are:

                        Bachelor’s degree in engineering (Telecommunications Engineering, Computer Science, Electrical Engineering)

                     

CCIE or equivalent Knowledge

Very good knowledge on Data Center technologies.

Solid understanding and Hands on experience of ACI Implementations.

Solid understanding of the end-to-end IT process, including architecture, design & engineering, implementation, and operations.

Minimum 5 years of experience.

Strong customer-facing and communications skills


Preferred Qualifications:


Solid understanding and Hands on experience of VXLAN Implementations.

Nexus 5K/7K/9K platforms product architecture knowledge and hands on experience including Fabric Path, OTV, VDC and VPC.

Experience with network visualization and automation tools to simplify VXLAN deployment.

Strong documentation and technical reporting skills for tracking configurations and changes.

Excellent understanding of the industry landscape (competitors and partners).

Excellent knowledge and hands on experience with Cisco ACI.

Experience in Networking Protocols and Service Configurations: Detailed knowledge of OSPF, IS-IS, BGP, EIGRP, VxLAN

Experience in Cisco ACI Multisite and Multipod deployments.

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.

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