What You will Do
Ensure 24 / 7 availability of the production environment and supporting critical customer operations
Participate in Change Advisory Board Review Meetings internal and with customer
Supporting the root cause analysis process, and ensure remediation of major issues
Ability to provide assistance in a support capacity with problem and incident resolution and assume major incident and problem ownership and accountability
A strong understanding of the ITIL framework and its application in a production environment.
Troubleshoot & resolve the incidents and problem tickets within SLA / SLO
Develop and maintain a working knowledge of existing and new technologies and be able to tie the design and implementation of infrastructure to the managed components
Performs Troubleshooting and Diagnosis of Complex Issues
Provide input to continuous improvement and process change suggestions
Provide phone / email consultation to independently debug complex network problems
Provide systems / product training to peers within the team
Take ownership and accountability expectations in managing cases and customer situations
Attributes of a Successful Candidate
We are looking for new talent with the following qualities and skills :
Ability to work in a fast-paced, high-pressured, cross functional, cross country, territory and theatre environment
Demonstrate high-level of maturity and confidentiality
Attention to detail and stellar interpersonal skills
Possess strong presentation and communications skills
Have strong time management skills
Who You'll Work With
As part of the Cisco CMS organization, you will be part of a dynamic, fast paced and supportive team that will build you up as you manage the technical support for some of Cisco's biggest customers.
You will be given the opportunity to work alongside many of Cisco's Technical and Advanced Service organizations and will receive unique insight into the IT services industry all the way from pre-sales to day 2 support as an engineer focused on some of Cisco’s key customers.
Who You Are
Knowledge of the following areas : Data Centre Networking and Data Centre Products
You should have good experience in Networking industry experience and knowledge of products and protocols
Proficiency in the following technologies : TCP / IP, Routing Protocols (OSPF, RIP, EIGRP, BGP), QoS, MPLS
Data Centre Knowledge Nexus Routing & Switching, ACI
Knowledge of using Wireshark, or other Protocol Analyzer
Experience in the following products / solutions : Cisco Nexus 2000, 3000, 5000, 7000 , ACI , VXLAN
Should have exposure in troubleshooting ACI devices
Knowledge of Python, API’s and / or other programming languages is beneficial
Knowledge of virtualization products like VMware, OpenStack etc. is beneficial
Good to have knowledge of security firewall products
Should be a very good team player
Ability to Assertively communicate and demonstrate Technical Leadership on Troubleshooting scenarios, especially over WebEx / telephonic customer conversations
Education & Experience :
Typically requires Bachelor's degree in a technical field or equivalent 3-6 years related Data Centre and Network related experience
Preferred CCNA / CCNP / CCIE Certification (R&S or DC)
3-5 years of experience in Data Centre technology at a Network Operations Center or Technical Assistance Center
Strong technical experience to include ACI, Data Center, Cloud & Virtualization technologies
Ability to work with internal and external executive level customers with confidence while providing an exceptional experience
ITIL 
