1219583 - Data Center Operations Technical Team Lead

  • Location:
    RTP, North Carolina, US
  • Area of Interest
    Engineer - Network
  • Job Type
  • Technology Interest
  • Job Id


What You’ll Do


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 cross-functional teams

·       Maintaining knowledge required to perform role effectively

·       Participate in regular synch ups

·       Actively share / develop innovation and automations for continued improvement


Specific to the role of Technical Team Lead, responsibilities may include:

·       Provide support on all P1, P2, and other high visibility incidents:

o   Supports Incident Manager to ensure technical messaging is timely and accurate

o   Assist with the development of RCA through collaboration with cross functional teams when necessary

o   Proactively identify and collaborate on issues that need to be escalated to Problem Management

o   Participate in an on-call rotation with other Leads or Tier 3s

·       Leads ITSM platform enhancements to drive operational efficiency and automation

·       Manage issues by setting expectations and meeting or exceeding those expectations to achieve the highest level of customer satisfaction

·       Take leadership role to support challenging incidents and customer communication

·       Support and collaborate with CMS and cross-functional teams to resolve major customer issues

·       Escalate with TAC / BU and 3rd parties, as required, to resolve complex technical issues

·       Strive for continuous learning, result orientated and teamwork

·       Develop expertise in specific areas (i.e. technology, product) for individual and team members

·       Mentor colleagues and/or customers via presentations or documentation

·       Review Methods of Procedure (MOP) in support of Change Management

·       Minimal travel (as required) to customer locations in support of CMS deliverables/support

·       Lead communication plan with Engineering and review product defect reports in area of expertise

·       Provide systems/product training both internally and externally while contributing to Cisco intellectual property efforts

·       Oversee Changes and Problems which could involve the planning, approving and implementation of changes

·       Assist as needed with Problem Management which may include analyzing data for root cause analysis

·       Participate in daytime and night/weekend on-call rotation as required

·       Assist with design recommendations for the customer and engineering team as needed

·       Provide feedback and support design of existing or new CMS Service Offers


·       Assist Operation Managers with daily management tasks

o   Review operational metrics and drive team performance

o   Refine/Improve technical or troubleshooting processes to drive team towards SLO goals and to ensure repeatable customer experience

o   Partner with Incident Manager to provide feedback and optimize specific operational processes for the benefit and efficiency of the team

o   Participate in ticket reviews to provide ongoing feedback to the Team

o   Mentor and coach Team

o   Groom Tier 3s to grow into leadership roles

o   Support and backup other Technical Team Leads

o   Ensure technical readiness and training of the team for activation of new customers and technologies

o   Lead recurring team meetings to ensure continual service improvement and transparent communications

o   Supports hiring process and validates technical competencies


·       Maintain productive customer relationships

o   Assist with new customer onboarding to establish process and lead operational readiness verification

o   Provide operational and technical leadership on customer touchpoint calls led by the Service Delivery Manager

o   Participate in the development and delivery of regular service reviews

o   Serve as an escalation point for both technical and political customer escalations


Who You’ll Work With


The Cloud & Managed Services team provides second/third level technical support for Cloud / Hybrid solutions and cloud enabled end point products on a worldwide basis via inbound/outbound phone calls, email, web and remote access. Provide consultation to independently troubleshoot & debug solutions for Cisco customers, partners, account teams along with collaborating with other TAC engineers to resolve issues.


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 team player. 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 complex factors under pressure. You have a technical background and understand the fundamentals of troubleshooting.


Required Skillsets


·       AA/BA in a technical discipline plus 5-10 years of experience in a Network Operations Center or Technical Assistance Center

·       Strong technical experience to include advanced troubleshooting of the following Data Center technologies:

o   Cisco’s Unified Computing System

o   Virtualization

o   Storage Area Networks

·       Provide remote troubleshooting support and perform analysis in large complex networks with mixed media and protocols

·       Utilize complex lab setups to duplicate and solve problems and validate planned changes to software and hardware design

·       2-5 years’ experience in a team leadership role while acting as a liaison with external/internal customers


Desired Skills


·       CCNP Data Center or higher preferred (other relevant and industry respected certifications may be considered)

·       Strong technical experience to include advanced troubleshooting of the following Data Center technologies:

o   CCNP Data Center Certification

o   UCS Series / Hyperflex hardware

o   Nexus and associated Fabric Interconnectivity

o   EMC and NetApp Storage technologies

o   VMWare technologies

o   Citrix XenServer/Desktop/App technologies

o   KVM Hypervisor


o   Load Balancers (e.g. F5 and AVI)

o   Orchestration software (e.g. NSO and Cloud Center)

·       Good organizational skills.

·       Ability to prioritize workload while managing customer commitments.

·       Strong written/verbal communications skillset.

·       Strong interpersonal and teamwork skills.

·       Able to work independently with minimal supervision.

  Why Cisco
At Cisco, each person brings their unique talents to work as a team and make a difference.
Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.
• We connect everything – people, process, data and things – and we use those connections to change our world for the better.
• We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education and more – from Smart Cities to your everyday devices.
• We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities.

Colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Be you, with us! #WeAreCisco

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