- Be the focal point for customer, and first customer concern resource for CSE (Customer Support Engineer) on reactive technical issues on assigned high impact, key engagement(s).
• Participates in weekly SR review calls organized by HTOM (High Touch Operation Manager).
• Fixes, collaborates and follows up with TAC/HTTS (High Touch Technical Engineer)/CSEs to ensure timely resolution on service requests.
• Shares knowledge with customer related to problem solving (teach how to fish).
• Be the conduit between customer and other Cisco entities, e.g. CSE/ HTTS, BU (Business Unit), DE (Development engineering), NCE (Network Consulting Engineer), Partner concern etc and work hand in hand with them for faster issue resolution.
• Leads RCA (Root Cause Analysis) effort, and as well as documentation & and presentation of the same to customer
• Drive recreates in CALO Lab. Covers maintenance windows or any other pre-planned off-hours network activity. Provides technical, product and protocol level trainings to customer and HTTS teams as needs arise. Covers maintenance windows or any other pre-planned off-hours network activity.
• Develop expertise in specific areas and customer deployment (i.e. technology, product). Transfer this skill in order to mentor colleagues and/or customers via presentations or documentation (technical tips, etc...)
• Handle issues/customers by setting expectations and meeting/exceeding those expectations to achieve the highest level of customer satisfaction
Qualifications:
• May require some travel to customer locations in this role
- Fluent in English in both written and oral form.
- Expert in Linux base Operating Systems.
- Expert in Cloud and Virtual infrastructure.
- Expert in CVIM (Cisco Virtualized Infrastructure Manager) product.
- Capable of controlling and leading technical discussions.
- Capable of lead the escalation incident from technical front.
- Capable of providing technical guidance for support engineers in troubleshooting directions.
- Experience in support Telcom Service Provider clients
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