Technical Consulting Engineer
Area of InterestEngineer - Network
What you do
As part of the Cisco CMS organization, you will be part of a multifaceted, fast paced and supportive team that will build you up as you manage 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 unique insight into the IT services industry all the way from pre-sales to day 2 support as an engineer focused on some of Cisco’s key customers.
Tier 2 Engineer also called as first level of Partner concern are encouraged to reduce the number of incidents causing service failures by detecting the root cause of recurrent failures and implementing the accurate changes to eliminate, minimize the possibility of further failures or minimizing the impact of incidents. This team is passionate about long term prevention and reduction of failures.
These groups are responsible for providing required level 2 support to the Incident Management teams, Change management Team, Problem management Team. They perform sophisticated diagnostics to resolve the customer service impacting incidents. They provide continual updates to the incident owners in order to meet contractual and performance objectives
What You’ll Do
Cisco Managed Services (CMS)
All CMS team members are expected 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 adhere to cost reduction measures
- Accountable for following established team processes
- 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
Cisco Managed Services (CMS) organization seeks a NOC engineer to join a team of extremely hardworking engineers supporting strategic accounts. This is a superb opportunity for someone with grit and an insightful view of the customer to hone their skills and advance their career supplying to customers while working with an industry leader in technology. The successful candidate will have a track record and desire to excel at both technical issue resolution and customer management.
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 satisfaction is in your DNA. You have excellent verbal and written communication skills. You are able to see the big picture even when analyzing multiple sophisticated factors under pressure. You are a technically capable of resolving the majority incidents within your technical expertise and understand the fundamentals of troubleshooting.
B Tech. Qualified (favorable - IT, Computer Science, Electrical Engineering).
6-8 years of overall experience in Large SP or Enterprise with at least 4 Years in the relevant technologies.
A creative, positive and proactive can-do attitude and an ability to learn new technologies, processes and procedures.
Ability to work in a fast-paced, high-pressured, multi-functional, cross country, territory and theatre environment.
You are encouraged to work as a standout colleague and to work with minimal direction.
Demonstrate high-level of maturity and confidentiality.
Attention to detail and interpersonal skills
Possess good communications skills
- CCNP – Routing & Switching or Data Center. (Mandatory). CCIE (preferred)
- ITIL Foundation V3
Job Roles and Responsibilities:
Incident details provided from Incident management teams;
Configuration details (Hardware and software)
Previously published Known-Errors;
Vendor or Partner information.
Inputs from Tier 1 Engineers.
Severity 1/2 Incident detected by the Managed Service Platform.
Inputs from customer on Audit Findings.
Own the problem until a work-around or permanent resolution is identified
To publish Known-Errors discovered during problem investigation.
Engage Tier 3 in case they need assistance on higher technical resolutions.
Join all the Bridge Lines for solving problems along with Incident manager
To build or suggest RFC for permanent resolution of identified known-errors;
Change Management Responsibilities: Tier2 is also responsible for the preparation of Change Documents for all changes
Tier 2 Engineers are encouraged to coordinate with TAC and BU for all escalated issues till the closure of the issue.
This is hybrid role where candidate needs to have a working experience with advanced troubleshooting in IP R&S which is more traditional knowledge, DC (20%) and Wireless (10%)
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