Job Description

What You'll Do In this exciting customer facing role, you will foster strong working partnerships with members of the Cisco Services Delivery team, key customer partners, Cisco Account What You'll Do In this exciting customer facing role, you will foster strong working partnerships with members of the Cisco Services Delivery team, key customer partners, Cisco Account/Sales team and the broader services organization, and act as the primary technical support person for incident management of critical issues at the network level. You will be responsible for providing sophisticated network level services related to reactive issues to Cisco Guide Care accounts. You will also focus on diagnostics, root cause analysis, as well as, recommendations for preventative measures with the goal to result in a more efficient, reliable customer network. Core Work are: Network Problem Resolution Escalation support and solve for critical network outages (severity 1 & 2 issues) and complex network issues Relaying detailed knowledge of customer network, critical sites, and operational procedures to Cisco support team Root Cause Analysis, at the Network Level A recommendation report that includes root cause, next steps, and recommendations for corrective actions in a response to a network incident Training Assist with identifying areas where training is needed Quarterly Business Review A report on deliverables and activities provided during the immediate past timeframe, corrective action plans, & other actions planned for the next quarter Informal knowledge transfer sessions to augment fix skills by providing Cisco product training & standard processes review Who'll You'll Work With The Global Enterprise Service Delivery Team is passionate about helping to drive new opportunities for Cisco and it's transforming our clients' businesses worldwide. Today, we are building successful teams that are tightly engaged with our clients, understand their business imperatives and can orchestrate the execution of our services to meet our clients business needs. As a team, we will collaborate with like-minded innovators in a fun and flexible culture that has earned Cisco global recognition as a Great Place To Work. Who You Are Do you have a Service Excellence Attitude to ensure customer success Are you able to collaborate across Cisco and work with our customers to achieve your goals Do you have the passion and proven ability to learn and work in a team with varied strengths environment to be successful in this position If so, our minimum requirements for this role are: Bachelor's degree in engineering (Telecommunications Engineering, Computer Science, Electrical Engineering) Preference for Cisco Certification: CCNP, CCIE (Preferred) 3+ yrs direct customer support experience in Route/Switch , Data Center(Nexus) technologies and SDWAN Strong analytical and troubleshooting skills Proven crisis leadership skills Strong written and verbal communication skills Why Cisco We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to craft the technologies that give us inquisitive cities, connected cars, and handheld hospitals. And we do it in style with outstanding 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. #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 we're 'old' (36 years strong) and only about hardware, but we're 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 can't 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 Don't care. Tattoos Show off your ink. Like polka dots That's cool. Pop culture geek Many of us are. Passion for technology and world changing Be you, with us!