Leader, Customer Delivery | (AAA , RADIUS, TACACS, DOT1X, ASA, FTD ) | 8+ years

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  • Location:
    Pune, India
  • Area of Interest
    Customer Experience
  • Job Type
    Professional
  • Technology Interest
    Networking, Security
  • Job Id
    1433541

Meet the Team

Join the CX Security Team, renowned for delivering exceptional and industry-leading experiences to Cisco customers. As a valued member of the team, you will have the opportunity to collaborate with some of our largest customers across diverse security domains, addressing their complex and advanced service requests while also contributing to the development of in-house automation and innovation projects to drive excellence.

Your Impact

⁃ Work closely with the team and assist customer on their reported issue.

⁃ Collaborate with other Security teams on the reported issue.

⁃ Utilise your understanding of ISE architecture and contribute to the enhancement of ISE features.

⁃ Passion and proven ability to learn and work in a diverse team environment

⁃ Apply your technical expertise in AAA technologies, including RADIUS, TACACS, and DOT1X, to efficiently diagnose and resolve customer-reported issues.

⁃ Assist the team in managing escalations effectively, leveraging your technical and customer handling expertise to mitigate and resolve issues, preventing further escalations.

⁃ Triage, Debug analysis, root cause analysis, software upgrade and customer failure

⁃ Perform diagnostic and in-house lab recreate

⁃ Keep up-to-date with the latest technology to deliver high-quality support to customers

⁃ Work closely with the Technical Leaders

⁃ Leverage expertise in Wireshark, the OSI model, and protocol analysis to diagnose and resolve customer issues efficiently.

Minimum Qualifications:

⁃ Bachelor’s or Master’s degree in engineering or Experience in a Customer support environment with excellent customer handling skills.

⁃ A minimum of 8+ years of experience with Security Technologies preferably Cisco

⁃ A minimum of 6 years of experience in a Support environment

⁃ Troubleshooting experience in sophisticated environments

⁃ Cisco Security Certifications (CCNA Security, CCNP Security, CCIE Security) would be an added advantage

⁃ Phyton, Linux, VMware knowledge would be a plus

⁃ Experience in working on Cisco Products - IOS/IOS-XE routers, ASA, FTD etc would be a plus

#WeAreCisco

Where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.

We adopt digital and help our customers implement change in their digital businesses. Some may think we’re "old" (36 years strong) and only about hardware, but we’re also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns, and protects. No other company can do what we do - you can’t put us in a box!

But "Digital Transformation" is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take the difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.

So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world-changing? Be you, with us! 

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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