1+ months

INCIDENT MANAGER.CUSTOMER EXPERIENCE

Cisco Systems Inc.
Bengaluru, KA 560002
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What You'll Do

As part of the Cisco CMS organization, you will be part of a dynamic, fast paced and encouraging team that will build you up as you run the technical support for some of Cisco's biggest customers. You will be given the opportunity to work alongside many of Cisco's Technical and Advanced Service organizations and will receive unusual insight into the IT services industry all the way from pre-sales to day 2 support as an engineer focused on some of Ciscos key customers.

Tier 3 Engineer also called as Customer concern Engineers, are expected to reduce the number of incidents causing service failures by detecting the root cause of recurrent failures and implementing the proper changes to eliminate, minimize the possibility of further failures or minimizing the impact of incidents. This team is focused on long term prevention and reduction of failures.

These groups are responsible for providing required level 3 support to the Incident Management teams, Change management Team, Problem management Team. They perform complex diagnostics to resolve the customer service impacting incidents. They provide continual updates to the incident owners in order to meet contractual and performance objectives

Inputs to Tire 3 Engineer:

  • Incident details provided from Incident management teams;
  • Configuration details (Hardware and software)
  • Previously published Known-Errors;
  • Vendor or Partner information.
  • Inputs from Tire 2 Engineers
  • Severity 1 & 2 Incident detected by the Managed Service Platform. Work on the Long Pending Issues.
  • Inputs from customer on Audit Findings.
  • Lead the problem until a work-around or permanent resolution is identified
  • To participate in internal and external discussions for new solution deployments
  • To analyze the performance trends and do a forecasting and dedicatedly plan the traffic migrations so as to avoid traffic congestion on the identified links.
  • To publish Known-Errors discovered during problem investigation.
  • Participate on weekly incident review calls with the customer and Participate in ops planning calls with customer and give recommendations on network architectures and changes required.
  • Change Management Responsibilities: Tier3 is also responsible for the preparation / Validation of Method of Procedures for execution of Major changes.
  • Tier 3 is also responsible for the execution of Major service impacting changes and perform UAT post execution of changes
  • Tire 3 Engineers are expected to coordinate with TAC and BU for all raised issues till the closure of the issue.
  • Join the
  • Creation of Troubleshooting guides and training the rest of the team

This is hybrid role where candidate needs to have working experience with IP R&S which is more traditional knowledge, DC (20%) and Wireless (10%)

Who You'll Work With

Cisco Managed Services (CMS) organization seeks a NOC engineer to join a team of deeply hardworking engineers supporting strategic accounts. This is an outstanding opportunity for someone with persistence and an insightful view of the customer to hone their skills and advance their career supplying to customers while working with an industry leader in technology. The successful candidate will have a track record and desire to excel at both technical issue resolution and customer management.

Who You Are

  • B Tech. qualified (favorable - IT, Computer Science, Electrical Engineering).
  • CCIE /CCNP Routing & Switching or Data Center. (Mandatory).
  • ITIL Foundation V3
  • 8-12years of overall experience in Large SP or Enterprise with at least 5 Years in the relevant technologies.
  • A creative, positive and proactive can-do attitude and a willingness to learn new technologies, processes and procedures.
  • Ability to work in a fast-paced, high-pressured, cross functional, cross country, territory and theatre environment.
  • Ability to work as a team player and to work with minimal supervision.
  • Demonstrate high-level of maturity and confidentiality.
  • Attention to detail and social skills
  • Possess good communications skills

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 leaders with vision, 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.

We Are Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Heres how we do it.

We embrace digital, and help our customers implement change in their digital businesses. Some may think were old (30 years strong!) and only about hardware, but were also a software company. And a security company. A blockchain company. An AI/Machine Learning 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, we give our egos a break and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take bold steps, and we take difference to heart. Because without diversity of thought and a commitment 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.

Posted: 2019-08-23 Expires: 2019-10-24

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INCIDENT MANAGER.CUSTOMER EXPERIENCE

Cisco Systems Inc.
Bengaluru, KA 560002
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