Customer Support Engineer

  • Location:
    Bangalore, Karnataka, India
  • Area of Interest
    Engineer - Network
  • Job Type
  • Technology Interest
    Networking, Service Provider
  • Job Id

What You'll Do

The Cisco Managed Services (CMS) team seeks a Customer Support Engineer to be part of managed services for Enterprise and Service Provider customers owns incident restoration/resolution as per agreed SLA's.

Who You'll Work With

Become part of Cisco Managed Services (CMS) Team. CMS simplifies the ongoing management of Cisco Advanced Technologies, enhances the business benefits, and significantly reduces Total Cost of Ownership (TCO) for our customers. We are a dedicated team that works together to anticipate, identify, and resolve issues faster, more accurately, less expensive, and with more visibility than customers can on their own.

Who You Are

Roles & Responsibilities:
* Ensure 24/7 availability of the production environment and lead the daily operations of the production environment.
* Participate in Change Advisory Board Review Meetings with customer.
* Ownership of root cause analysis process, and ensure remediation of major issues. Ability to provide assistance in a support capacity with problem and incident resolution and assume major incident and problem ownership and accountability
* Recreate Customer Issues for Technical Troubleshooting in the Operate Lab
* Drive issues related to firmware and bug with BU team.
* A strong understanding of the ITIL framework and its application in a production environment.
* Troubleshoot & resolve the incidents and problem tickets within SLA/SLO. 
* Develop and maintain a working knowledge of existing and new technologies and be able to tie the design and implementation of infrastructure to the managed components.
* Good analytical and troubleshooting skills (the ability to think logically through a problem) and must have the initiative, perseverance and commitment to see problems through to resolution.
* Working closely with the Engineering team to understand the product and project requirements.
* Performs end to end testing of network and server hardware, firmware, software features, system functionalities and capabilities.
* Performs Advanced Level Troubleshooting, Analysis and Diagnosis of Complex Networking Problems & Design Issues
* Firmware & Software Bug Scrub, Testing & Validation in Lab.
* Simulate the Customer environment within Operate Lab to resolve complex problems and compatibility issues.
* Assist T1 (Level 1 Engineers) in Recreating Customer Issues in the Operate Lab.
* Provide Engineering Recommendations & Capacity Planning along with Level-3 Engineers
* Provides preemptive network design optimization recommendations based on periodic network and service performance, capacity, and security analysis.
* Provide Training & Mentoring to the New Hire L1 Engineers.
* Drive continuous improvement and process change suggestion to management
* Provide second line phone/email consultation to independently debug complex mobility network problems
* Provide systems/product training to peers within the CMS Operate Practice team.
* Act as a technical expert with ownership and accountability expectations in managing cases and customer situations.

Minimum Qualification:
* Ability to maintain a large network with complex network technology
* Excellent TCP/ IP networking skills
* Strong understanding of telecom networks
* In depth understanding & hands on Cisco Nexus Switches
* In depth understanding & knowledge of various switching protocols. E.g. STP,PVSTP,MSTP,LLDP etc
* Knowledge, working experience on carrier grade NAT & troubleshooting various CGNAT related issues
* In depth understanding & working knowledge on various Cisco IOS,IOS-XR & IOX-XE
* Experience with MPLS technology including L2/L3 VPN and traffic engineering
* Troubleshooting various MPLS & its application related issues. e.g. VPLS/MPLS-TE etc
* Excellent skills in Configuring and troubleshooting Cisco routers and switches
* Experience on Cisco ASR9k,ASR1k & Nexus 5k/7k series platform
* Experience with routing protocols (OSPF, RIP, EIGRP, ISIS and BGP)
* Expertise in QOS design and configuration is a plus
* Experience in using Microsoft Visio.
* Advanced Level knowledge in WAN protocols, IP Routing, Switching, Cisco Data Center, Cisco Unified Wireless Solutions, Broadhop, Prime NCS/WCS and QOS.
* Advanced Level Internetworking troubleshooting experience, protocol diagnosis and decoding to the packet level.
* Medium/Large-scale “Complex” network design skills. 
* Hands on experience in cisco Routers/Switches /Firewalls
* Knowledge of routing protocol like BGP/ OSPF
* Automation skill to Analysis of degradation of KPIs and reduce impact on customer satisfaction.
* Skill to Generating reports as per corporate and circle requirement.
* A deep understanding of IT operations from an enterprise perspective in managing overall IT operation of a branch office.
* Good exposure on Network audit such as Revenue, Performance, Security & Configuration
* Advanced Level knowledge of network management, network availability & capacity planning
* Advanced Level understanding of customer network infrastructure business goals and objectives
* Advanced Level understanding of the customer Change Mgmt. process
* Validate new version upgrades for software features and impact analysis
* Prepare documentations as per standards like MOP, RCA and UAT
* BS/MS qualified (favourable - IT, Computer Science, Electrical Engineering).
* ITIL Foundation V3 (mandatory)
* CCIE-SP written mandatory / LAB desirable.
* In depth understanding of service provider routing & switching.
* Strong at OSPF & ISIS routing protocols - mandatory. 
* In depth understanding of MPLS & MPLS VPNs. 
* Rich Troubleshooting skills on IGPs like OSPF & ISIS.
* Strong in troubleshooting various MPLS, MPLS-VPN issues.
* In depth understanding of BGP & MP-BGP.
* Expertise in MPLS-TE & various MPLS applications. i.e. VPLS/VPWS.
* Expertise on signaling protocols like LDP & RSVP.
* Knowledge of mVPN - desirable. 
* Should be well familiar with multicast concepts.
* Should have working & theoretical knowledge to handle & troubleshoot service provider multicast setup.
* Knowledge & understanding of mVPN is desired. 
* 8+ years of working experience in service provider domain

Desired Skills:
* A creative, positive and proactive can-do attitude and a willingness to learn new technologies, processes and procedures.
* No personal technology religion, but a desire to become the expert of the customer's technologies.
* 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 stellar interpersonal skills
* Possess strong presentation and communications skills
* Have strong time management 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 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. 


We connect everything - people, process, data and things. We innovate everywhere to create fresh ideas and possibilities. We make a meaningful difference that will benefit everyone - our people, our customers and the world around us.

Our technology changes the way the world works, lives, plays and learns. But our edge doesn't come from technology. It comes from our people. We're looking for the kind of people who take smart risks, thrive in diverse environments, inspire their colleagues, and are committed to having an impact on the world. Whether you create technology solutions that redefine business or build connections that strengthen the community, you can make it happen at Cisco!

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