1+ months

Service Request Engineer - Data Center

Cisco Systems Inc.
Poland, NY 14747

Who Youll Work With

Cisco Managed Services teams deliver IT managed services (namely Incident, Problem, Service Request and Change Management) for diverse and sophisticated customer networks around the globe. CMS engages with customers via inbound and outbound audio and video calls, email, web platforms, and/or remote access sessions to customer equipment. We are a large group of diverse and highly skilled teams who prioritize collaboration with other team members and other teams to deliver premium quality services to our customers.

What Youll Do

  • Ensure accurate execution of documented and approved requests in customers production environments
  • Enforce to and carry out Change Management processes and policies of Cisco and customers
  • Support Change Managers with technical input on Change Advisory Board (CAB) meetings, whether internal and external
  • Take all appropriate steps to reduce risk of impact to customers production environment due to execution of approved changes
  • Validate service request execution process prior to production implementation
  • Conduct post-change QA testing to validate successful service request completion and to reduce risk of service impacting events resulting from the change.
  • Supply to and review Methods Of Procedure (MOP) documents and serve as a Designated Change Engineer (DCE) for non-standard changes as required.
  • Serve as first point of escalation for failed service requests/changes; conduct change backouts to the point of pre-change baseline
  • Work as Subject Matter Expert (SME) on specific technologies, customer or products.

Who You Are


  • Associate (2-year) or bachelor (4-year) level university degree or equivalent in a technical field
  • Understand ITIL framework (Event, Incident, Change, Service Request & Problem Management)
  • Experience In technologies like Next-Gen DC, ACI Multisite/Multipod, DCNM, Intersight, Unified Compute, HyperFlex, VMware.
  • Administration and troubleshooting of mixed environment (physical and virtual servers).
  • Strong written and verbal communication
  • Good organizational skills
  • Prioritize engineering decisions while managing multiple customer commitments
  • Work independently with minimal direction
  • Good interpersonal and teamwork skills

Good to have:

  • Scripting and Automation (Python etc)
  • Cloud Knowledge
  • Experience on Orchestration Tools
  • Prior Managed Services experience

Why 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 were old (36 years strong) and only about hardware, but were 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 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, 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? Dont care. Tattoos? Show off your ink. Like polka dots? Thats cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us! 



Posted: 2021-02-19 Expires: 2021-05-23

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Service Request Engineer - Data Center

Cisco Systems Inc.
Poland, NY 14747

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