Engineer. Customer Operation

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

Who You'll Work With

Cisco seeks a Customer Support Engineer to join Cisco’s TS Advantage Service delivery team for one of the major Service provider in India. In this role, you will gain insight on the detailed functionality of Cisco products and customers with all distributed elements of the service chain. The ideal candidate demonstrates an aptitude and appetite to resolve customer issues and for learning new technologies, evidenced by the ability to expand upon core knowledge. 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 networking technology.

Who You’ll Work With

Technical Services is a compelling reason to repeatedly choose Cisco. Our Technical Services Advantage is the premium technical service offering in the marketplace. It’s tailored to help customer IT teams achieve specific operational outcomes. Premium Service Provider Technology Support team's responsible for holistically resolving challenging issues across Cisco's Technologies and Product Families our Service Providers deploy ‐ for many of Cisco's top Service Provider customers. We strive to give our customers a compelling reason to choose Cisco as their vendor of choice.

Who You Are:

  • Graduate in engineering/Science from reputed university with around 8-10 years of experience, at least 5 years of work experience is required on Cisco product and technologies.
  • Sound knowledge in configuration and troubleshooting in SP technologies (IS-IS, MPLS VPN, BGP, IPv6).
  • Strong technical knowledge in LAN Switching, PVST+, MST, VRRP, GLBP, Virtualization (VPC, VDC, VSS).
  • Expert level knowledge specifically on Nexus and ASR platform. Good understanding of feature and functionality of Nexus OS and associated licensing.
  • Experience on cisco ACI will be added advantage.
  • Previous work experience with Cisco TAC will be added advantage.
  • CCIE Certification desired, CCNP Certification is MUST.

Focus Areas/Initiatives/Deliverables:

  • Possess detailed knowledge of customer network, critical sites, operating procedures as agreed upon with customer.
  • Lead the troubleshooting effort on problem reported by customer on issues to restore services in timely manner.
  • Customer-specific designated support at network level.
  • Escalation support for critical network outages and complex network issues.
  • Established Technical Relationship to support customer network operations.
  • On-site visits.
  • Able to assist in critical changes by reviewing MoP.
  • Regular scheduled review of open Service Requests working with Cisco TAC engineer to achieve a faster resolution.
  • Holistic technical management of recurring network problems with strong troubleshooting skills.
  • Enhanced service delivery capability through broad understanding of customer’s operational needs and integration with assigned Cisco Services team.
  • Improve communication with other functional groups within Technical Services and Sales team to focus on customer success.
  • Improve relationship with customer to understand in a better way their network to provide quicker and more effective results to their requests.
  • Established rapport with customer personnel.

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 inspiring 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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