1+ months

1263032- Cisco Managed Services, Complex Service Request Engineer

Cisco Systems Inc.
Carolina Shores, NC 28467
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What Youll 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 Complex SR Engineer, responsibilities may include:

  • Ensure accurate execution of documented and approved changes in customers production environment
  • Adhere to and reinforce Cisco and customer Change Management processes and policies
  • Support Change Managers on CABs (internal and external)
  • Take appropriate steps to reduce potential impact to customers production environment due to execution of approved changes
  • Validate change execution process prior to production implementation
  • Conduct QA testing post-change to validate successful change completion and avoidance of service impacting events
  • Serve as first point of escalation for failed changes; conduct change back-outs to the point of pre-change baseline
  • Provide continual communication to stakeholders before, during and after execution of approved changes

Who Youll 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 detail oriented and organized. You work well with others and are truly a team player. Protecting customer environments 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 deep understanding of the fundamentals of ITIL Framework.

Required Skillsets

  • AA/BA in a technical discipline plus 5-7 years of experience in a Network Operations Centre or Technical Assistance Centre
  • Strong technical experience to include Routing & Switching, Service Provider Technologies
  • 2-5 years experience in a Service Request Engineer or Release and Implementation Engineer role

Desired Skills

  • CCNP or CCIE R&S/SP preferred
  • Python knowledge desired
  • 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

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.

Posted: 2019-06-14 Expires: 2020-02-13

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1263032- Cisco Managed Services, Complex Service Request Engineer

Cisco Systems Inc.
Carolina Shores, NC 28467
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