High Touch Engineer- ASR9K

High-Touch Team is a premium service for strategic customers. Team supports incident, problem and change management and act as a Technical Leader being on top of other companys resolving teams.

Roles and Responsibilities

• Act as a technical focal point for network problem resolution. Troubleshoot and resolve customer network problems across a broad range of technologies. Provide Network-level problem resolution, including troubleshooting on the entire Cisco network for complex and critical issues. Is a dedicated Technical Escalation point of contact for moderate to complex network issues.
• Provide problem Root Cause Analysis at the network infrastructure and application level and produce detailed technical reports that include root cause, next steps, and recommendations for corrective and preventive actions,
• Provide Software Referrals to address critical problems identified across install base.
• Review and analyse trends and work with the High Touch Operations Manager (HTOM) in providing quarterly reports detailing corrective action plans, and other actions planned for the next quarter.
• Shorten the time to resolution during complex and critical situations by using knowledge of the customer network and their operations.
• Assist the FTS Teams, Technical Assistance Centre (TAC) and HTOM, on any specific matters which may arise in the delivery of the High Touch Support Services on their customer accounts.
• Occasional business travels are required (EMEAR, APAC, US)
• Successfully manage customer relationship. Support service delivery on accounts under his/her responsibility. Generate reusable Intellectual Capital in the form of standard customer deliverables. Question the way of working and suggest improvements.
• When appropriate act as Lead Engineer for HTTS and TAC/BU when driving customers escalated or reoccurring reactive issues to resolution.
• Typically requires university degree equivalent
• 12 + years of experience in network engineering or telecommunications support environment
• Advanced knowledge of Routing and Switching
• Multicast ,BNG Technology & Services
• ASR9K Platform.
• Effective Troubleshooting and Analytical skills
• Ability to communicate effectively English both verbally and in writing
• High interpersonal skills, very good presentation skills (to technical and nontechnical audience)
• Bachelors or Masters degree in engineering (Computer Science, Electrical Engineering, Telecommunication or equivalent)
• Experience in designing, deploying or supporting Cisco Solutions
• Operation
• Good Knowledge of Cisco IOS/XR Platform
• CCIE

If you are interested share your updated CV on sneha.bamne@actin.co.in with the below-mentioned details.

• What is the total years of experience
• What are relevant years of High Touch Engineer- ASR9K-
• What is the official notice period(If negotiable, please mention with reason)/ If serving, mention last working day-
• Current location-
• Preferred location(reason for relocation)-
• Reason for job change -

Thanks & Regards,
Sneha Bamne
Executive HR | Actin Technologies (I) Pvt. Ltd.