Teachical Lead - SP - RP/IOS-XR (9+ to 12 Years)

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

Who You'll Work With?

This team primarily provides technical leadership to TAC delivery teams in the region, which includes incubation of new products and services.  You will be collaborating with TAC delivery teams, product BUs, TS Product Management, Acquisition Integration, Sales and Service Readiness teams to drive scalability of new products and solutions.  Work with Global Technical Leader team and GTAC Technology Office to drive grass roots innovation.

The business Entity

Cisco CX Mission is to accelerate customer success through innovative services and world class people, partner, processes & tools. Services led interactions are key differentiator to maximize the value of Cisco’s solution to customer.

The Team

We are a team of engineers with deep technical expertise on Cisco’s product and technology used by Service provider Customers and relevant industry experience. We work closely with Cisco Engineering team & CX Leadership to identify and execute actions required to accelerate success of Support Services Organization. We use innovative ideas to deliver best Customer experience in Industry.

Who You Are

We need a team player and natural innovator that can drive resolution of complex customer issues, improved customer experiences with products, technologies, and solutions by demonstrating technical excellence, collaboration, and ownership in all aspects of customer problem resolution. Focus should be on complex, interdependent, highly visible customer issues that have broad impact. Serve as a cross-functional technical advisor by utilizing depth and breadth of knowledge to drive customer success.

Minimum Qualifications

  • 10 years of technical experience in IP Networking in Service provider environment, with minimum 4 years of experience with Cisco Routing products such as ASR9K, NCS5500, NCS5XX.
  • CCIE or equivalent certification.

Desired Skills

  • Experience and in-depth knowledge of Product and Technologies used by Service provider network. E.g. ISIS, BGP, OSPF, QoS, Multicast, MPLS VPN, MPVN, Traffic engineering, Segment routing, BNG.
  • Hands on experience in resolving complex to highly complex network issues.
  • Working knowledge of handling network down situations—this role will be supporting Technical Consulting engineer resolve such issues.
  • Team player. Ability to work in collaborative way to achieve end results.
  • Previous experience in writing technical documents, knowledge management and technical training.
  • Deep understanding of TCP/IP (IPv4 and IPv6) and IP MPLS knowledge.
  • Previous experience in testing/Lab recreate. Ability to identify requirement to recreate customer problem in order to isolate and resolve the customer issue.
  • Fluency in English. Excellent written and verbal skills is Mandatory.
  • Experience in customer facing role will be added advantage.

What you will do

  • Independently solves problems in broad, complex, and unique networks with mixed environments. Supports engineers from multiple teams as well as the field and aids them in problem resolution.
  • Acts as a focal point for large account network problem resolution and provides technical leadership for Critical Accounts where Cisco is at risk.
  • Effectively manage the current and future requirement for Cisco TAC lab to debug broad and complex problems
  • Content Development: Write Techzone, CCO (White Papers), contribute to Cisco engineering community to simplify the support experience for customers.
  • Engineering Partnership: Drive improvement in product Serviceability, New Product/Feature Incubation, Field Quality/Top Issues etc.
  • Talent Development: Conduct training Programs/Mentoring for Technical Consulting Engineers.
  • Innovation: Come up with ideas and recommendation to simply troubleshooting, expedite resolution and elevate customer experience. 
  • Provides systems/product training both internally and externally. Develops intellectual property and innovates within the strategy to create new service capabilities.         

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.