Problem Manager

  • Location:
    Bangalore, Karnataka, India
  • Area of Interest
    Professional Services
  • Job Type
  • Technology Interest
    Networking, Service Provider
  • Job Id

What You'll Do

Cisco seeks a Problem Manager to join some of the industry's brightest minds in providing proactive incident management support. In this role you will be empowered to transform the way that CMS delights our customers. This leadership role is a position of large influence and impacts the way that CMS continues to lead the industry.
In this role you will gain insight into the detailed functionality of Cisco products and partners with all distributed elements of the supply chain. You will be exposed to all of CMS services/technologies and will have a significant influence in driving improvements. 

Who You'll Work With

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

Who You Are

* Collaborate across functional teams identifying, designing, developing and improving Problem Management and data science solutions 
* Define, develop and improve automation, event correlations, thresholds, health reviews and predictive failure analysis
* Develop and utilize statistical modeling and data mining techniques to obtain and interpret data to drive value, increase NOC efficiency while reduce customer impact 
* Manage Proactive Problem Management queues and collaborate with subject matter experts to remediate problems
* Perform ad-hoc data analyses 
* Perform knowledge transfer, training and develop Know Error Articles 
* Act as a focal point and escalation contact for high priority and high impact problems.
* Analyze, configure and troubleshoot large complex networks with mixed media and protocols.
* Create or assist with Root Cause Analyses and Major Problem Reviews.
* Translate abstract data into a highly-visual and easily-digestible formats

Required Qualifications
* Proven Problem Management experience driving efficiencies and stabilizing customer networks 
* Clear understanding of the ITIL framework. An ITIL certification is preferable.
* Experienced in data mining, cleaning, clustering and pattern recognition 
* Strong understanding of statistics and the scientific method 
* Technical knowledge across multiple technologies (Foundation, Data Center, Telepresence, Unified Communications, ect…)

Excellent TCP/ IP networking skills 
* In depth understanding & hands on Cisco Nexus Switches 
* In depth understanding & knowledge of various switching protocols. E.g. STP,PVSTP,MSTP,LLDP etc. 
* 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. 
* Experience with 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) 

* Working experience of one or more technologies 
* Proven ability to drive change through innovation & process improvement
* Event Management experience with working knowledge of associated protocols and technology (SNMP, API, XML, Traps, Syslogs , ect…)

Desired Qualifications: 
* Working knowledge of Splunk, Science Logic (EM7) 
* Experience with SOAP, API, XML, SNMP, regex, SQL, Tableau, Windows and Linux
* Bachelor's or master's degree in statistics, data science, computer science, or math

Managed services background preferred. CCNA, CCNP or CCIE R&S desired but not mandatory

Key Words 
Problem Management, Event Management, Splunk , Regex, SQL, Tableau, Python, database, data science, ITIL, Science Logic, modeling, visualization, data analytics, business intelligence, data mining, predictive modeling, big data, SQL, API, XML, SNMP, Unix, Windows, SOAP, case study, deductive analysis, SNMP, Statistician, statistics, logical modeling

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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