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Customer Support Engineer - R & S Jobs

Cisco Systems India Private Limited
Job Description
Job Description:
What You'll Do
As part of the Cisco CMS organization, you will be part of a dynamic, 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 Ciscos key customers.
Tier 3 or Problem Management Engineer also called as Escalation Engineers, are expected to reduce the number of incidents causing service failures by detecting the root cause of recurrent failures and implementing the proper changes to eliminate, minimize the possibility of further failures or minimizing the impact of incidents. This team is focused on 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
Inputs to Tire 3 Engineer:
Incident details provided from Incident management teams;
Configuration details (Hardware and software)
Previously published Known-Errors;
Vendor or Partner information.
Inputs from Tire 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 participate in internal and external discussions for new solution deployments
To analyze the performance trends and do a forecasting and proactively plan the traffic migrations so as to avoid traffic congestion on the identified links.
To publish Known-Errors discovered during problem investigation.
To create or suggest RFC for permanent resolution of identified known-errors;
Participate on weekly incident review calls with the customer and Participate in ops planning calls with customer and give recommendations on network architectures and changes required.
Change Management Responsibilities: Tier3 is also responsible for the preparation / Validation of Method of Procedures for execution of Major changes.
Tier 3 is also responsible for the execution of Major service impacting changes and perform UAT post execution of changes
Tire 3 Engineers are expected to coordinate with TAC and BU for all escalated issues till the closure of the issue.
Perform Network Audit and give change recommendations. Perform the changes in network based on TSA (Telecom Security Assessment) audit and comply to customer.
Perform Release upgrades and Architectural changes in the network.
Creation of documents like HLD and LLD, Network Diagram, Troubleshooting guides etc.
This is hybrid role where candidate needs to have working experience with IP R&S which is more traditional knowledge and ACI which is a more to do with Data center technology and mainly in to DC domain, split will be 70% IP domain and 30% security from total work experience.
Who You'll Work With
Cisco Managed Services (CMS) organization seeks a NOC engineer to join a team of extremely talented engineers supporting strategic accounts. This is a great opportunity for someone with patience and an empathetic view of the customer to hone their skills and advance their career providing value 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).
CCIE /CCNP Routing & Switching or Data Center. (Mandatory).
ITIL Foundation V3
6-10 years of overall experience in Large SP or Enterprise with at least 5 Years in the relevant technologies.
A creative, positive and proactive can-do attitude and a willingness to learn new technologies, processes and procedures.
Ability to work in a fast-paced, high-pressured, cross functional, cross country, territory and theatre environment.
Ability 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

We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren't afraid to change the way the world works, lives, plays and learns.

We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers.

We Are Cisco.
Candidate Profile
Job Description:what You'll Doas Part Of The Cisco Cms Organization, You Will Be Part Of A Dynamic, 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 Give
Looking for Any Graduate / Post Graduate graduates profile.
2018-12-05 to 2019-02-03
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More Information
Location India
Education Any Graduate / Post Graduate
Experience 6 (yrs)
Industry Computers / IT
Job Type : Full-time
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