1209409 - Customer Support Engineer

  • Location:
    RTP, North Carolina, US
  • Area of Interest
    Engineer - Network
  • Job Type
    Professional
  • Technology Interest
    Cloud and Data Center
  • Job Id
    1209409
New

Who You'll Work With

The CMS Platform Operations team seeks a Lead Application Support Engineer to join some of the industry's brightest minds to support a state of art monitoring platform. The candidate is expected to Drive resolution of complex Incidents/Events, Work with Problem Managers for PBI investigation and RCAs, Providing escalation support for Tier 1 and 2, Contribute to the Knowledgebase, Provide technical inputs to change and release management, Cross collaborate with other SMEs and cross functional teams.


What You'll Do


The primary role would including pro-actively managing an NMS system to reduce/avoid potential issues. The candidate should be an expert in System administration skills along with hands on knowledge with any NMS application. The candidate is expected to understand and work with automation tools for increased and faster productivity- Scripting knowledge is a must to be successful in this role. The employee would need to understand concepts of SaaS along with virtualization and Data centre components


Who You Are


* Linux/OS administration and advanced troubleshooting(RHCA)
* Expertise in administrating EM7 or similar NMS tools/applications.
* Expertise in Tomcat, Apache
* Understanding and working experience in automation and virtualization (Ansible & VMWare).
* Good understanding/Experience with SQL databases and NoSQL DB (e.g. Mongo DB)
* Expertise in troubleshooting complex production issues – Analytical skills
* Outstanding customer interaction skills
* Knowledge of ITIL Processes

Role & Responsibilities:

Engineer is expected to:
* Drive resolution of complex Incidents/Events
* Interface regularly with Engineering, Delivery, Architecture teams etc. on regular basis for knowledge upgrade and feedbacks sharing.
* Work with Problem Managers for PBI investigation and RCAs
* Providing escalation support for Tier 1 and 2
* Contribute to the Knowledgebase
* Provide technical inputs to change and release management
* Cross collaborate with other SMEs and cross functional teams


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.

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