• Location:
    Bangalore, Karnataka, India
  • Area of Interest
    Engineer - Network
  • Job Type
  • Technology Interest
    Software Development, Testing
  • Job Id

What You'll Do

Cisco's Security Business is delivering intelligent cyber security for the real world. We're on the cutting edge of security technology, from small business and enterprise to service providers, from the data center to the cloud, providing network and content security products and platforms, in hardware, software, virtual implementations, and the cloud. SBG's offerings span classic and next-generation firewall, intrusion detection and prevention, remote access and VPN, web security, email security, and identity services. SBG is transforming security to make it practical, building extensible architectures that integrate easily in real networks.

Who You'll Work With

If you like to work at the boundary between the technology and the customer, helping real customers today resolve real problems that affect their network security operations, you've come to the right place. Firewall Blocking issue Engineering in the Cisco Security Business Group is an exciting place with dynamic, ever-changing work. Collaborating closely with Engineering colleagues globally, we work across the spectrum of our customers: large and small, around the world, in situations ranging from the every-day to the highly unusual. We're influencing the future of SBG's firewall products by bringing our direct experience with our customers back to the rest of the Business Group.

Role and Responsibilities

The Escalation Manager requires an unrivaled mix of customer communications and technical knowledge, skills and experience. You will be responsible for owning the escalations team across these products, and more as they are added to the portfolio. You will both ensure effective response to customer escalations, and drive enthusiastic quality and customer focus initiatives.

We have a fast-paced, dynamic environment, as you would expect from a company at the forefront of technical innovation; exciting opportunity for someone looking to expand their domain and explore next generation network security technology.

Who You Are

  • Be a trusted, calm and authoritative voice, communicating effectively internally and externally in the face of high severity customer blocking issues
  • Lead a small group of authoritative escalation engineers, providing coaching and mentoring to help them grow in their roles
  • Work with account teams, TAC and Service Delivery teams to co-ordinate customer satisfaction improvement initiatives
  • Participate in customer facing escalation calls and write Root Cause Analysis (RCA) reports, in collaboration with the Engineering team
  • Work closely with TAC and Service Delivery teams to ensure Engineering is being responsive to their requirements. Also ensure that these teams are kept up to date and connected with Engineering initiatives
  • Ensure the right partnership models are in place with Engineering teams accountable for issue resolution
  • Be a customer advocate, and bring the customer's voice into the engineering organization
  • Define and regularly report to an internal executive audience on useful metrics that measure customer experience, and advocate for improvement
  • Provide structure, timely feedback to Engineering and Product Management, ensuring that the customer's voice is heard
  • Participate in corrective actions post-incident/escalation
  • To continuously evaluate the existing processes and procedures to ensure that Escalation and Incident Management is being carried out in the most efficient and effective manner

Minimum Qualifications

  • Ability to communicate effectively (verbal and written) with a variety of internal and customer facing audiences, from an engineer to C-level executives
  • Have knowledge of, or the technical ability to become knowledgeable about networking technology, security domain and how customers use them
  • Knowledge of HTTP/HTTPS, TCP, DNS and proxy servers
  • Ability to work luxuriously in unstructured scenarios, and bring order to unstructured situations
  • Work with TAC and Engineering ticketing systems to track customer partner concerns and customer focused metrics
  • Commitment to process improvement
  • Ability to work to deadlines
  • Able to work under own initiative and with minimal supervision

Desired Skills

  • Minimum of 5 years role experience with meaningful degree
  • Strong analytical and problem solving skills
  • At a minimum, must have technical experience configuring and supporting security and web services. Technical experience with Content Security services/products is strongly preferred
  • Prior employment within a security, web hosting, internet service provider or Software as a Service company as an Escalation/Incident Manager, Technical Support Engineer, Technical Account/Service Delivery Manager, or as a Systems Engineer
  • Knowledge of Cisco TAC tools and processes is a plus.
  • Experience of having worked with Agile software development teams in a DevOps model would be helpful but not essential
  • Experience working with emerging technologies
  • Keen interest in security and networking technologies
  • Fluency in English

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.