Technical Consulting Engineer - Collaboration (9+ Years)

  • Location:
    Bangalore, Karnataka, India
  • Area of Interest
    Engineer - Network
  • Job Type
    Professional
  • Technology Interest
    Networking
  • Job Id
    1286128

What You’ll Do

All CMS team members are encouraged to add value in the following areas:

  • Understand and meet customer agreements (SLO/SLA/commitments)
  • Follow and participate in the improvement of established team processes
  • Identify and enforce to cost reduction measure
  • Understand ITIL framework (Event, Incident, Change & Problem Management)
  • Collaborate with peers and multi-functional teams
  • Maintaining knowledge required to perform role effectively
  • Participate in regular synch ups
  • Actively share / develop innovation and automations for continued improvement.

Who You’ll Work With

The Cisco Managed Services team provides second/third level technical support for Cloud / Hybrid solutions and cloud enabled end point products on a worldwide basis via inbound/outbound phone calls, email, web and remote access. Provide consultation to independently & debug solutions for Cisco customers, partners, account teams along with collaborating with other TAC engineers to problem seek

Who You Are

You require little oversight to achieve your goals and meet your objectives. You work well with others and are truly a teammate. Technical knowledge and customer happiness is in your DNA. You have excellent verbal and written communication skills. You are able to see the big picture even when analyzing multiple complex factors under pressure. You are a technically capable of resolving the complex incidents within your technical expertise and understand the fundamentals of troubleshooting.

Responsibilities:

  • Act as a focal point for high impact, large account problem resolution
  • Works on complex problems where analysis of situations requires in-depth evaluation of factors
  • Working on complex problems where analysis of situations requires in-depth evaluation of factors
  • Participate in daytime and night/weekend on-call rotation
  • Solve complex UC/ Collaboration issues to quickly resolve downtime and outages
  • Build Methods Of Procedure (MOP) and action plans for post-sales projects
  • Develop expertise in specific areas (i.e. technology, product). Transfer this skill in order to mentor colleagues and/or customers via presentations or documentation (technical tips, etc...)
  • Handle issues/customers by setting expectations and meeting/exceeding those expectations to achieve the highest level of customer happiness
  • Efficiently communicate issues to engineers within the support team, and resolutions/work-around to the customer
  • Receive minimal supervision, no instruction on routine work, and general instruction on new assignments
  • Perform ad hoc analyses and tasks as assigned
  • Provide mentorship and leadership to less authority engineers
  • May require some travel to customer locations in this role

Qualifications:

  • Minimum of 6-10+ years experience in UC/ voice support
  • Strong practical knowledge of problem solving
  • Working knowledge of Cisco products and devices across multiple technologies like CUCM, CUC, UCCE, CUBEs, Nexus, ISR/ASR routers, UCS, VMware, SAN, Cisco ASA
  • Proficiency in ITIL V3 framework, agile methodology and Service Operations processes.
  • Proven crisis management skills
  • Strong analytical, problem solving and interpersonal skills
  • Strong written and verbal communication skills
  • BS in Engineering/Computer Science/IT and/or equivalent experience
  • Prior experience in support of remote customer networks required
  • ITIL certifications a plus
  • CCIE collaboration highly desired

Share