30 days old

Technical Consulting Engineer

Cisco Systems Inc.
Bengaluru, KA 560002

What Youll Do

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

  • Understand and meet customer agreements (SLO/SLA/dedications)
  • Follow and participate in the improvement of established team processes
  • Identify and enforce to cost reduction measures
  • Accountable for following established team processes
  • Understand ITIL framework (Event, Incident, Change & Problem Management)
  • Collaborate with peers and multi-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 Carrier Manager, responsibilities may include:

  • Supervises the activities of a CNE (Customer Network Engineer) team with responsibility for results in terms of customer service satisfaction
  • Workload management among team members, including implementation of innovative ticket/case management techniques
  • Assumes leadership role in Cisco Services or multi-functional teams to drive service delivery and/or product improvements
  • Participates in major cross-functional projects affecting Cisco business, product, or service leadership
  • Identifies and works on issues that affect global Carrier engagement
  • Ensure standardized methods and procedures are being used globally
  • Managing raised carrier incidents and reacting with complete ownership and sending timely notification to customer and internal stake holders
  • Working closely with carrier partners, customers and internal stake holders to keep everyone updated of high severity incidents
  • Ensuring right resources are pulled in and engaged for high priority incidents
  • Raising to management, partners and vendors and collaborating to remove bottle-necks on high severity incidents
  • Attending and Leading the carrier incident review meetings with complete analysis of series of events
  • Identifying incidents which need special attention or partner concern
  • Ensuring (with support of SL) that team understands agreed processes and conducting training as and when required.
  • Review, identify and update as and when the process document is deemed obsolete with new process and information
  • Post-review and analysis of high priority incidents
  • Communicates incident status in a clear, accurate and concise manner.
  • Working closely with Ops team to identify gaps and challenges as key learning on major incidents
  • Own regular updates related to Carrier management like HSBC Daily news feed, MSR, QBR etc, maintaining quality

Who Youll Work With,

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

Who You Are,

You require little oversight to achieve your goals and meet your objectives. You work well with others and are truly a teammate. 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 technically capable of resolving the majority incidents within your technical expertise and understand the fundamentals of troubleshooting.

Required Skillsets

  • Effective written and verbal communication and social skills
  • Developing presentation skills
  • Ability to function effectively in demanding circumstances
  • Shares information and communicates clearly with team members to improve team effectiveness
  • Encourages and accepts feedback.

Desired Skills

  • ITIL- Foundation

We Are Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Heres how we do it.

We embrace digital, and help our customers implement change in their digital businesses. Some may think were old (30 years strong!) and only about hardware, but were also a software company. And a security company. A blockchain company. An AI/Machine Learning company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do you cant 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, we give our egos a break and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take bold steps, and we take difference to heart. Because without diversity of thought and a commitment to equality for all, there is no moving forward.

So, you have colorful hair? Dont care. Tattoos? Show off your ink. Like polka dots? Thats cool.


Posted: 2019-09-13 Expires: 2019-10-30

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Technical Consulting Engineer

Cisco Systems Inc.
Bengaluru, KA 560002

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