Software Engineer - 1212408

  • Location:
    Bangalore, Karnataka, India
  • Area of Interest
    Engineer - Software
  • Job Type
  • Technology Interest
  • Job Id


Escalation Engineer

The Escalations / Incident Management team comprises of experienced, motivated professionals who are passionate about maintaining high level of Customer Satisfaction. This team is responsible for cross-functionally working with TAC, Engineering, Operations & Infra teams. The team is chartered with identifying and rectifying operational efficiencies and Customer dissatisfaction. Ideal candidate will be a self-motivated, independent individual with exceptional organizational skills.


What You’ll Do

As an Escalation Engineer at Cisco, you will be acting as the escalation point for critical customer escalations, troubleshooting of issue and engaging appropriate resources to provide timely resolution to the customers. Specific job role based responsibilities are:

·       Troubleshoot/coordinate critical incidents as per SOPs

·       Assesses the needs of the support requirement, risk manages and prioritizes to ensure cases are handled at the correct resource level and with appropriate focus.

·       Reviews and Serves as point of contact when the escalation process is not to the customer’s satisfaction.

·       Performs data analysis on reasons for escalations, identifying trends, and presenting observations and recommendations to senior leadership.

·       Proactively monitors backlogs to identify customer dissatisfaction indicators and act upon those incidents.

Who You’ll Work With

·       As the escalation point for critical escalations, you will engage with customers to identify & ensure delivery of the appropriate level of service to which the customer is entitled.

·       Communicate with Management and other stakeholder on escalations, making recommendations on situations where a process has experienced delays / issues.


Who You Are

·       Typically you have a BSCS or BSEE or equivalent plus 5 to 8 years of related work experience.

·       Strong knowledge of Python, Scripting, Linux, TCP/IP & IT infrastructure management is required.

·       Strong understanding of operations of cross-functional organizations

·       General knowledge and understanding of Cisco technology products and service offerings.

·       Demonstrated ability to act responsibility and decisively in a fast-paced high stress environment.

·       Proven technical expertise and extensive prior customer service/support experience.

·       Effective communication including strong negotiating and influencing skills.

·       Strong organizational ability.

·       Problem solving skills.

·       Sound business judgement.

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