2 days old

1220240 - Incident Engineer

Cisco Systems Inc.
  • Job Code
1220240 - Incident Engineer

1220240 - Incident Engineer

  • Location:
    RTP, North Carolina, US
  • Area of Interest
    Business Strategy and Operations
  • Job Type
  • Technology Interest
    Cloud and Data Center
  • Job Id

What You’ll Do

All CMS team members are expected to add value in the following areas:

  • Understand and meet customer agreements (SLO/SLA/commitments)
  • Follow and participate in the improvement of established team processes
  • Identify and adhere to cost reduction measures
  • Accountable for following established team processes
  • Understand ITIL framework (Event, Incident, Change & Problem Management)
  • Collaborate with peers and cross-functional teams
  • Maintaining knowledge required to perform role effectively
  • Participate in regular synch ups
  • Actively share / develop innovation and automations for continued improvement


Specific to the role of Incident Engineer III, responsibilities may include:

  • Manage issues by setting expectations and meeting or exceeding those expectations to achieve the highest level of customer satisfaction
  • Take ownership of complex incidents
  • Accept technical escalations from lower support tiers
  • Provide remote troubleshooting support and perform analysis in large complex networks with mixed media and protocols
  • Utilize complex lab setups to duplicate and solve problems and validate planned changes to software and hardware design
  • Support and collaborate with CMS and cross-functional teams to resolve major customer issues
  • Engage TAC / BU as required to resolve complex technical issues
  • Strive for continuous learning, result orientated and teamwork
  • Develop expertise in specific areas (i.e. technology, product)
  • Mentor colleagues and/or customers via presentations or documentation
  • Create Methods of Procedure (MOP) and action plans for post-sales projects
  • Perform ad hoc analyses and tasks as assigned
  • Minimal travel (as required) to customer locations in support of CMS deliverables/support
  • Submit complete and correct product defect reports in area of expertise
  • Provide systems/product training both internally and externally while contributing to Cisco intellectual property efforts
  • Act as a focal point for high impact, large account incident resolution
  • Assist as needed with Change and Problem which could involve the planning, approving and implementation of changes
  • Assist as needed with Problem Management which may include analyzing data for root cause analysis
  • Participate in daytime and night/weekend on-call rotation as required
  • Assist with design recommendations for the customer and engineering team as needed
  • Assist with deploying software in customer environments as needed
  • Assist with miscellaneous team management duties as needed


Who You’ll Work With

The Cloud & Managed Services team provides second/third level technical support for Cloud / Hybrid solutions and cloud enabled end point products on a worldwide basis via inbound/outbound phone calls, email, web and remote access. Provide consultation to independently troubleshoot & debug solutions for Cisco customers, partners, account teams along with collaborating with other TAC engineers to resolve issues.


Who You Are

You are a self-starter who requires little oversight to achieve your goals and meet your objectives.  You work well with others and are truly a team player.  Technical knowledge and customer satisfaction is in your DNA.  You have excellent verbal and written communication skills.  You are able to see the big picture even when analyzing multiple complex factors under pressure.  You are a technical expert and understand the fundamentals of troubleshooting. 



Required Skillsets

  • AA/BA in a technical discipline plus 5-10 years of experience in a Network Operations Center or Technical Assistance Centre

·        In Depth-Knowledge of Cisco Unified Communications technologies: Cisco Unified Communications Manager (CUCM), Cisco Unified Presence Server (CUPS), Cisco Unity Connection (CUC), CUBE Enterprise

·        Expertise on VOIP protocols including Session Initiation Protocol (SIP), H.323, MGCP, and SCCP


Desired Skills

·        Preference for Cisco Certification: CCNP-Voice, CCIE-Voice. Other technology or product knowledge, experience or certifications in the following areas are a plus: security, routing, switching, wireless, programming skills (Linux, Shell Scripting)

·        Preference for prior Scripting, Python, and/or Linux experience highly desired

·        Working Knowledge of Cisco Unified Contact Center Enterprise

·        Data Center technologies including Storage Area Networks (SAN), virtualization (VMWare), and Cisco's Unified Computing System (UCS) 

·        Working knowledge of Networking industry, products and protocols desired



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.



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1220240 - Incident Engineer

Cisco Systems Inc.

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Cisco Systems Inc.

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