Customer support engineer

  • Location:
    Bangalore, Karnataka, India
  • Area of Interest
    Engineer - Network
  • Job Type
  • Technology Interest
  • Job Id
What You'll do 
The Cisco Managed Services (CMS) team seeks a Customer Support Engineer to be part of managed services for Enterprise and Service Provider customers owns incident restoration/resolution as per agreed SLA's.

Who You'll Work With
Become part of Cisco Managed Services (CMS) Team. CMS simplifies the ongoing management of Cisco Advanced Technologies, enhances the business benefits, and significantly reduces Total Cost of Ownership (TCO) for our customers. We are a dedicated team that works together to anticipate, identify, and resolve issues faster, more accurately, less expensive, and with more visibility than customers can on their own.

Who You Are
Roles & Responsibilities:
* Ensure 24/7 availability of the production environment and lead the daily operations of the production environment.
* Participate in Change Advisory Board Review Meetings with customer.
* Ownership of root cause analysis process, and ensure remediation of major issues. Ability to provide assistance in a support capacity with problem and incident resolution and assume major incident and problem ownership and accountability
* Recreate Customer Issues for Technical Troubleshooting in the Operate Lab
* Drive issues related to firmware and bug with BU team.
* A strong understanding of the ITIL framework and its application in a production environment.
* Troubleshoot & resolve the incidents and problem tickets within SLA/SLO.
* Develop and maintain a working knowledge of existing and new technologies and be able to tie the design and implementation of infrastructure to the managed components.
* Good analytical and troubleshooting skills (the ability to think logically through a problem) and must have the initiative, perseverance and commitment to see problems through to resolution.
* Working closely with the Engineering team to understand the product and project requirements.
* Performs end to end testing of network and server hardware, firmware, software features,

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