Technical Consulting Engineer (SDWAN, Routing & Switching 5+ years) 24/7 (Includes Night Shifts included)

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  • Location:
    Bangalore, India
  • Area of Interest
    Customer Experience
  • Job Type
    Professional
  • Technology Interest
    Networking
  • Job Id
    1418736

Who You'll Work With

CX is a team of outstanding technical guides whose #1 focus is to deliver premier customer experience. We help tackle the toughest business challenges with network-centric solutions that accelerate customer and partner success and dedication. Our success is validated through outstanding financial results, growing customer happiness metrics, industry recognition, and employee happiness scores.

As part of the Cisco CMS organization, you will be part of a wide-ranging, fast paced and encouraging team, where you'll learn and grow as you run the technical support for some of Cisco's biggest customers. You will be given the opportunity to work alongside many of Cisco's Technical and Advanced Service organizations and will receive unusual insight into the IT services industry all the way from pre-sales to day 2 support, passionate about some of Cisco's key customers

Who you are

You are a self-starter who requires little oversight to achieve your goals and meet your objectives. You work well with others and are truly a standout colleague. Technical knowledge and customer satisfaction is central to your purpose. You have excellent verbal and written communication skills. You are able to see the big picture even when analysing multiple complex factors under pressure. You are a technical authority and understand the fundamentals of troubleshooting.

  • Manage Day1 or Day2 Operation issues by setting expectations and meeting expectations to achieve the highest level of customer satisfaction.
  • Accountable for sophisticated Incidents & Technical Escalations.
  • Provide remote troubleshooting support and perform analysis in large & complex networks with mixed media and protocols.
  • Ramping up team with facilitate technical training and Proving support to lower tier engineer as a when needed.
  • Support and collaborate with CMS and cross-functional teams to resolve major customer issues.
  • Engage TAC / BU as the need arises to resolve complex technical issues.
  • Documentation & Creating SOP/MOP for standard methodologies for team scale up.
  • Assist as needed with Change management which could involve the planning, approving and implementation of critical changes.
  • Assist as needed with Problem Management which may include analysing data for root cause analysis.
  • Engage in Collaboration / Interlocks with other team & technical leader, Drive automation / technical Initiatives.
  • Flexibility in working hours to work in a 24x7 environment.

What you Do

Cisco Managed Services group seeks a Technical Consulting Engineer with expertise in Routing & Switching, Cisco Viptela SD-WAN, Meraki SD- WAN with hands on experience in one of the following - Cisco Wireless / DNAC / SD-Access / Thousand Eyes. As a Technical Consulting Engineer you will gain hands-on experience and the ability to earn industry-leading certifications. You will be a strategic partner to our customers, saving their business from the impact of network incidents, solving and preventing the recurrence of technical issues. You will solve our customers' toughest problems, ensuring that our customers get expected business outcomes, providing a superior customer experience. All CMS team members are expected to contribute in the following areas:

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

As a Technical Consulting Engineer you need have:

  • Expert level knowledge in foundation enterprise Routing (BGP,EIGRP,OSPF, ISIS, DMVPN and IPSec etc.)
  • Expert level knowledge in foundation enterprise Switching (STP, VTP, HSRP, VRRP, Trunk Protocol, Stack etc.)
  • Advance level knowledge & Troubleshooting on Cisco IOS,IOS-XR, IOX-XE & NX-OS platforms devices.
  • Advance level knowledge of Viptela SDWAN OR Cisco Meraki.
  • Minimum 6 years of Enterprise Network troubleshooting experience in customer support. (R&S, Viptela SDWAN & Cisco Meraki)
  • Experience of Cisco Wireless or Aruba Wireless technologies

Good to have skills: (Optional)

  • Knowledge of Cisco SD-Access (DNA Centre, ISE etc).
  • Knowledge of Service Provider technologies (MPLS, LDP).
  • Knowledge of Scripting languages like Python, Ansible etc
  • Knowledge of ThousandEyes.

Soft Skills:

  • Excellent written and verbal communications skills, ability to communicate technology strategy and architecture approach to engineers, executives, and Cisco customers.
  • Strong consulting & client-facing skills.
  • Determined with the curiosity to learn and work in a fast-paced changing environment.
  • Out-of-the-box thinking, analytical reasoning, and creative problem-solving skills with the ability to convert thoughts to real and pragmatic execution.

Minimum Qualification

  • BE/BTech degree with 8+ years of related experience in IT industry.
  • Customer Support/Managed Services Experience (6+ years).
  • Fluency in soundness disciplines (availability, security, etc.) and operational disciplines (systems management, change management, etc.)
  • CCNP OR CCIE ENCOR with hands-on experience required.
  • ITIL Knowledge desired.
  • Consistent track record in an industry or horizontal solution area.
  • Ability to take on problems with innovative ideas. Assume complete ownership with regards to the engagement with client and partners.

Why Cisco:

Cisco is a team of special guides whose #1 focus is to help customers deploy and operate their networks effectively while delivering the best possible customer experience. Our success is validated through outstanding financial results, growing customer happiness metrics, industry recognition, and employee happiness scores. Your opportunity to impact the health and performance of networks and systems that surround us all are limitless. Your career growth options will be BOLD, as we realize our vision to become the #1 IT Company in the world. Make an impact with us!

The team is group of highly skilled, dynamic, diverse, and passionate engineers who go above and beyond in assisting not just the customer but also their teammates and peers. "Work hard, play harder" is the motto of the team.

The team is a good mix of engineers with varying years of experience in Cisco technologies and solutions, and each-and-every-one of them bring great value to the table.

Our team has global presence located in 2 US centers, 3 centers in EMEA and 2 India centers.

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, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.

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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