CMS Incident Engineer III - Escalation Engineer

  • Location:
    Krakow, Poland
  • Area of Interest
    Customer Experience
  • Job Type
  • Technology Interest
    Collaboration, Video
  • 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 Incident Engineer III, responsibilities may include:

Manage issues by setting expectations and meeting or exceeding those expectations to achieve the highest level of customer satisfaction
Take ownership of complex incidents
Accept technical escalations from lower support tiers
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
Support and collaborate with CMS and cross-functional teams to resolve major customer issues
Engage TAC / BU as required to resolve complex technical issues
Strive for continuous learning, result orientated and teamwork
Develop expertise in specific areas (i.e. technology, product)
Mentor colleagues and/or customers via presentations or documentation
Create Methods of Procedure (MOP) and action plans for post-sales projects
Perform ad hoc analyses and tasks as assigned
Minimal travel (as required) to customer locations in support of CMS deliverables/support
Submit complete and correct product defect reports in area of expertise
Provide systems/product training both internally and externally while contributing to Cisco intellectual property efforts
Act as a focal point for high impact, large account incident resolution
Assist as needed with Change and Problem 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
Assist with deploying software in customer environments as needed
Assist with miscellaneous team management duties as needed

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. Technical knowledge and 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 are a technical expert and understand the fundamentals of troubleshooting.

Required Skillsets

·       In Depth-Knowledge of UCCE/UCCX technology, proven experiance in Contact Center technology
·       In Depth-Knowledge of Cisco Unified Communications technologies: Cisco Unified Communications Manager (CUCM), Cisco Unified Presence Server (CUPS), Cisco Unity Connection (CUC), CUBE Enterprise

·       Expertise on VOIP protocols including Session Initiation Protocol (SIP), H.323, MGCP, and SCCP

Desired Skills

·       Preference for Cisco Certification: CCNP-Voice, CCIE-Voice. Other technology or product knowledge, experience or certifications in the following areas are a plus: security, routing, switching, wireless, programming skills (Linux, Shell Scripting)

·       Preference for prior Scripting, Python, and/or Linux experience highly desired

·       Data Center technologies including Storage Area Networks (SAN), virtualization (VMWare), and Cisco's Unified Computing System (UCS)

·       Working knowledge of Networking industry, products and protocols desired

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.

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CMS Incident Engineer III - Escalation Engineer

Cisco Systems Inc.

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