1+ months

CMS Complex Service Request Engineer- Networking

Cisco Systems Inc.
Carolina Shores, NC 28467
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What Youll Do

All CMS team members are encouraged 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 enforce 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 optimally
  • Participate in regular synch ups
  • Actively share / develop innovation and automations for continued improvement

Specific to the role of Sophisticated SR Engineer, responsibilities may include:

  • Ensure accurate execution of detailed 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 5-8 years of experience in a Network Operations Centre or Technical Assistance Centre
  • Strong technical experience to include Routing & Switching, Service Provider Technologies
  • Experience supporting NetScaler a plus
  • 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.

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.

We embrace digital, and help our customers implement change in their digital businesses. Some may think were old (36 years strong) and only about hardware, but were also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do you cant put us in a box!

But Digital Transformation is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.

So, you have colorful hair? Dont care. Tattoos? Show off your ink. Like polka dots? Thats cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us! 

Cisco COVID-19 Vaccination Requirements
The health and safety of Cisco's employees, customers, and partners is a top priority. Our goal is to protect and mitigate the spread of COVID-19 infection for strong business resiliency during the pandemic. Therefore, Cisco may require new hires to be fully vaccinated against COVID-19 if the role requires business-related travel, meeting with customers/partners (including visiting third-party sites on behalf of Cisco), attending trade events, and Cisco office entry, unless otherwise prohibited by applicable law, and in countries where COVID-19 vaccination is legally required. The company will consider legally required accommodations/exceptions for medical, religious, and other reasons as per the requirements of the role and in accordance with applicable law. Additional information will be provided to candidates about the requirements and accommodation process at the offer time based on region.
Posted: 2022-09-07 Expires: 2022-12-19
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CMS Complex Service Request Engineer- Networking

Cisco Systems Inc.
Carolina Shores, NC 28467
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