Unified Collaboration - (Tier 3 /Escalation Engineer) (CUCM SDL trace reading, GW Debug analysis, Jabber login flow/PRT analysis) (6+ Years

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

What You'll 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 Sophisticated 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 3 Engineer also called as Second level of Escalation 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 3 support to the Incident Management teams, Change management Team, Problem management Team. They perform complex diagnostics to resolve the customer service impacting incidents. They provide continual updates to the incident owners in order to meet contractual and performance objectives

Job Roles and Responsibilities:

A MUST skillset REQUIRED(any Two): CUCM SDL trace reading, GW Debug analysis, Jabber login flow/PRT analysis

  • Incident details provided from Incident management teams;
  • Configuration details (Hardware and software)
  • Previously published Known-Errors;
  • Vendor or Partner information.
  • Inputs from Tier 2 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 Incident Managers in case they need assistance on higher technical resolutions.
  • Join all the Bridge Lines for troubleshooting along with Incident manager
  • To build or suggest RFC for permanent resolution of identified known-errors;
  • Run technical bridges with the customer and Cisco TAC
  • Tier 3 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 Cisco Unified Collaboration technologies which is more traditional knowledge, Cisco Call Manager, IM&P , Jabber, Cisco Gateways, Cube

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

  • B Tech. qualified (favorable - IT, Computer Science, Electrical Engineering).
  • CCNP/CCIE – Collaboration (Mandatory). CCIE (preferred)
  • ITIL Foundation V4
  • 5-8 years of overall experience in Large Enterprise customers with at least 5 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, cross functional, cross country, territory and theatre environment.
  • You are encouraged to work as a team player and to work with minimal supervision.
  • Demonstrate high-level of maturity and confidentiality.
  • Attention to detail and interpersonal skills
  • Possess good communications skills

Why Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.

We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (36 years strong) and only about hardware, but we’re also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do – you can’t put us in a box!

But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.

So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us!