Analyse, configure, and troubleshoot Routing networks with mixed Routing Platforms and protocols.
Support SDWAN as the need arises.
Effectively create and utilize lab setups to duplicate and solve problems, validate planned changes to software and hardware design.
Provide remote troubleshooting support to resolve issues
Follow-through on all Incident tickets assigned to you and their resolution
Engage DE Developers, DT Dev-Test, Marketing and TAC for assistance on sophisticated issues support
Managing requirements and be the main point of contact for the customer.
Driving a team of engineers for when critical issues occur and leading the team to resolution in a timely manner.
Provide written and verbal updates to wider Cisco Support team and customer as needed.
Rigorously adhere to processes related to tickets and update with relevant and correct notes.
On Call Rotation Weekend Priority support for P1's.
Work location Bangalore and support shifts if required.
Effectively work with multi-functional teams to resolve major customer issues.
Collaboration with team members, continuously learning, and results orientated mindset.
Successful candidates will have solid technical skills and a data-driven approach to problem solving, coupled with good project management background to handle customer issues.
Requirements :
Master’s degree in Computer Science, Computer/Software/Electrical Engineering, or a related major +4 to 7 years related experience
You have a willingness to learn Routing Technology based on Cisco: ASR1k, ISR4k, ENCS, CSR Cloud Services Router, CSP Cloud Services Platform, Viptela SDWAN Software Defined Networks, knowledge of (AWS/Azure), Scripting
Knowledge of IP technologies
Able to identify problems, acquire ownership and deliver solutions at a high level of customer satisfaction.
Excellent written and verbal communication, interpersonal and presentation skills.
Proven planning, prioritization, and organization skills