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Customer Delivery Engineering Technical Leader (ACI,IC Role)

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The Business Entity

Cisco CX Mission is to accelerate customer success through innovative services and world-class people, partners, processes & tools. Services-led interactions are key differentiators to improve the value of Cisco’s solution to the customers.

The Team

We are a team of engineers with deep technical expertise and relevant industry experience. We work closely with the Cisco Engineering team & CX Leadership to identify and complete actions required to accelerate the success of the CX Support Services Organization. We use innovative ideas to deliver the best Customer experience in Industry.

Who You'll Work With?

This team primarily works with CX leadership in the regions. You will be collaborating with TAC (Technical Assistance Center) delivery teams across the region, Product Engineering, TS Product Management, Acquisition Integration, Sales, and Service Readiness teams to drive the scalability of new products and solutions. You will work with global Technical Leaders and GTAC Technology Office to drive grassroots innovation.

About You

You are an approachable leader, teammate, and innovator who is "customer-obsessed" and an example of technical perfection.

You drive improved customer experience with products, technologies, and solutions by demonstrating technical perfection, collaboration, and ownership in all aspects of customer problem resolution across highly visible issues that have a broad customer impact.

You craft business and technology strategy through innovation in support of CX, Cisco, and industry priorities with a keen eye for optimizing support workflows, tools, and offers

You establish a highly effective working relationship with Sales, Professional Services, and Engineering promoting collaboration and information sharing.

You drive Cisco’s products and services consumption by using those relationships to identify, prioritize, and solve potential and existing customer-impacting issues.

You influence product quality and usability, focusing on serviceability and innovative ideas.

You drive technical issue resolution efficiency by producing and sharing highly impactful intellectual property internally and externally while encouraging others to do the same.

You own and drive a culture of excellence and customer obsession, mentoring future technical leaders.

You have strong people skills and the ability to collaborate effectively with customers and other internal teams.

You are proficient in English (verbal and written).

We are looking for a teammate and natural innovator who has experience in the following areas.

  • Data Center and Cloud related products and solutions.
  • Understanding of industry business outcomes such as Hybrid Cloud, IaaS, Cross- Architecture, and 5G offerings.
  • Innovation & Automation.
  • Engineering partnership in
  • Content and IC (Intellectual Capital) Development.
  • Product serviceability improvements.
  • Early Field Engagements and Quality improvements

Serve as a multi-functional technical advisor by applying depth and breadth of knowledge to drive customer success.

Minimum Qualifications

  • 10-15 years of technical expertise in the DC/Cloud technology domain in customer environments spanning the Service Provider and Enterprise space.
  • Experience in one or more of the following areas:
  • Data Center - Cloud, Kubernetes, and Containers, DevOps
  • Data Center - Nexus Routing & Switching, SDN, ACI
  • Data Center - Compute, Cisco UCS, HX, MDS
  • Experience with Virtualization (OpenStack / VMware vSphere / Microsoft Hyper V / Red Hat KVM / Kubernetes, Linux Containers, Amazon and Google cloud, etc)
  • Knowledge of Nexus Switching, UCS, and Enterprise Storage products
  • Knowledge of Python, API and/or other programming languages a plus
  • Knowledge of Data Center operations and design, Cloud and Virtualization industry, and related products and protocols.
  • Working knowledge of L4-L7 Load Balancing, Firewall/Security Products desirable.
  • Experience in any Networking (R&S, Linux, SDN, OpenStack, etc..) and their application/Implementation in traditional and PaaS, IaaS technologies.
  • Exposure to automation and orchestration tools is desirable (Python, Ansible, etc.)

Desired Skills

  • Great teammate. Ability to work in a collaborative way to achieve results.
  • Experience in large-scale deployments, and migration activities in complex networks across industry segments like BFSI, SP, Hospitality, Healthcare, etc.
  • Experience in Product, and solution testing, managed operations for a large-scale network, and network problem resolution.
  • Automation and Innovation first, attitude.
  • Driving different business-relevant Ideas to POC and Scale.
  • Fluency in English. Excellent written and verbal skills are Mandatory.

Roles and Responsibilities

Produce and implement ideas using tools, applications, and databases used by Cisco engineers to expedite customer issue resolution and customer experience.

  • Engineering Partnership: Drive improvement in product Serviceability, New Product/Feature Incubation, and improve public product documentation.
  • Focus on automation to reduce the effort required by Support engineers on less complex and repetitive tasks.
  • Acts as a focal point for large account network problem resolution and provides technical leadership for Critical Accounts where Cisco is at risk.
  • Work with the Cisco CX leadership team to effectively handle the current and future requirements for the Cisco TAC lab.
  • Talent Development: Conduct training Programs/Mentoring for Technical Consulting Engineers. Develops intellectual property and innovates within the strategy to create new service capabilities.
Cisco Logo

Company

Cisco

Job Posted

8 months ago

Job Type

Full-time

WorkMode

On-site

Experience Level

8-12 years

Category

Software Engineering

Locations

Bengaluru, Karnataka, India

Applicants

Be an early applicant

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