1+ months

Service Readiness Engineer - Product Lifecycle

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

The Project Manager, Product Lifecyle also known as Service Readiness Engineer (SRE) assumes responsibility for ensuring that Service is enabled throughout the Product Lifecycle, from the product Concept stage till the End of Life. SREs are required to represent the Services organization in Cisco Product Development Methodology followed by engineering teams for product releases. This requires SREs to partner closely with engineering teams to understand the product roadmap and prepare the respective Services Technology organizations for FCS. 

  

SREs are also required to partner cross-functionally with global stakeholders to address product issues that impact the customer user experience. The following Duties and Responsibilities include "deliverables" that are normally part of the job, and "competencies" that are typically required to be successful; however, the SRE role is not strictly limited to these items. The SRE must take ownership for new product services modulating exact activities and deliverables based on requirements from the support organizations.

 

Duties and Responsibilities:

      Ensure the Business Entity Product Management (BE PM) and the CX Product Management (CX PM) teams collaborate during development and align service strategy with the product/solution strategy.

      Develop and deliver the service readiness delivery strategy and plan for each new product, solution, and service for each phase of the development cycle.  Work closely with Business Entities, CX PM, Global CX Centres  Global Service Logistics and Operations (GLSO), NPI Training, Third Party Vendor Management, and CX Lab Operations to commit and execute the plan for launch or First Customer Ship.

  • Key strategy and planning readiness components are dependent on the services readiness needs to support Customers for new product, solutions, and service contracts and includes, but not limited to:
    • Service Offer, mapping, and pricing
    • Warranty terms
    • Global CX Centres resource commitment
    • Call / Case Routing Planning
    • Field Replaceable Unit strategy & structured in C3 system (NPI PID tool)
    • 3rd Party Agreements
    • Global CX Centres training
    • CX Lab Operations - Lab Allocations and Readiness 
    • Business Escalation Management Systems (BEMS)
  • Maintain an accurate and up-to-date list of new projects and the information in the mandatory fields in the new project tracking tool.
  • Maintain an accurate state of the FRUs in the NPI PID tool to ensure GSLO can set up the PID in C3 prior to FCS.
  • Drive and ensure Global CX Centres delivery readiness requirements are included in the third party contracts to make third party accountable to provide Global CX Centres what they need to deliver services for products and solutions for customers
  • Set up the Escalation Process and drive BEMS adoption with Engineering and Global CX Centres
  • Negotiate and secure funds towards Lab allocations for Global CX Centres  to recreate customer issues. Ensure the allocations reach the labs before Product FCS.
  • Drive collaboration and decisions with Engineering, Supply Chain Operations and Customer Experience teams to determine the best approach to address the customer needs affected by a known defect. This can result in SRE writing a Field Notice that communicates the problem to our external and/or internal customers and/or creating an Upgrades Management Program Including Reporting (UMPIRE) that replaces defective products from the field.
  • Write a Field Notice that effectively, accurately, and succinctly communicates the problem description, background, problem symptom, and workaround solution to our external and internal customers.
  • Drive, develop, and maintain the UMPIRE program with Engineering, GSLO, Business Architect, Supply Chain Operations, and Finance that accurately forecasts the product replacements and costs during the program lifecycle.
  • As a team member of an initiative, stretch assignment, or special project the SRE will contribute and deliver to meet the goals, project plan, outcome, and success metrics.
  • Collaborate with BE, Supply Chain Operations, and CX teams to solve challenging customer issues

  

Reporting Relationships:

This position reports to: Senior Manager, Service Readiness Engineering

 

Who You'll Work With: 

Service Readiness Engineering's (SRE) primary functions are to ensure that Customer Experience teams are ready and able to deliver services on New Products, new Service Offerings and Solutions at Launch or First Customer Ship (FCS).

There are three main aspects to the SRE responsibilities:

  • Strategy
  • NPI
  • Product Life Cycle Planning

  

Strategy ensuring that the CX strategy aligns with the product/solution strategy. This is achieved by Business Entity Product Management (BE PM) and the CX Product Management (CX PM) teams (and other stakeholders) collaborate during development.  

NPI Service Readiness ensuring services are ready at product FCS. Various aspects of service - business and technical - need to be ready such as

  • Service Offer Attachment
  • Service Pricing
  • NPI Training for Global CX Centres 
  • Global CX Centres Lab readiness
  • Global Services Lifecycle Operations readiness

Product Lifecycle Planning handling the service needs during the life cycle of the product. This includes creating and publishing Field Notices and planning/launching field upgrade programs (UMPIRE).

 

Who You Are:

Required: BS / MS in Computer Science, Computer Engineering or similar technical degree 

Preferred: MBA or other advanced degree, Project Management Professional (PMP) certification or other project / process certification 

  • 10+ years total work experience in the technology industry 
  • Ability to thrive in a fast paced, highly cross-functional, complex, deadline driven environment 
  • Must love to solve complex problems and use critical thinking skills
  • Ability to build relationships
  • Excellent verbal, writing and presentation skills 
  • Ability to understand, simplify and communicate complex issues to leadership
  • Aptitude for strategic thinking and business acumen
  • Enjoy and motivated to continuously learn

 

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 arent 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.

We Are Cisco

Posted: 2021-05-03 Expires: 2021-07-03
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Service Readiness Engineer - Product Lifecycle

Cisco Systems Inc.
Bengaluru, KA 560002
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