Customer Delivery Engineering Technical Leader

CUSTOMER DELIVERY ENGINEERING TECHNICAL LEADER - SPTG

BANGALORE

What Will You Do and Who You Will Work With

Technical Services is a team of premier technical experts whose #1 focus is to help customers deploy and operate their networks, effectively, while delivering the best-in-class customer experience. Our success is validated through excellent financial results, increasing customer satisfaction metrics, industry recognition, and employee satisfaction scores.

The Service Provider Infrastructure Technical Leadership team is part of the Global TAC organization and supports SP Networking, SP Mobility, SP Cable, Optical, and Router/Switch Architecture, Data Center, and related technologies. Today, we are building innovative teams that have the highest level of technical ability, innovation, and general problem-solving skills within the Global TAC. On this team, you will collaborate with like-minded innovators in a fun and flexible culture that has earned Cisco global recognition as a Great Place to Work.

IOS-XR and NXOS is one of the most growing new technologies Products. The High Touch Technical Services team provides second/third level technical support on a worldwide basis for IOS-XR Operating systems routers (ASR9000, Cisco 8000, NCS5500, CRS) NXOS Switches (Nexus 3K,9K,5K, and 7K) to Cisco customers, partners, account teams, and other TAC engineers via phone/email/fax consultation to independently troubleshoot debug product problems).

Technical Services is team of world-class technical experts whose #1 focus is to help customers deploy and operate their networks effectively while delivering the best possible customer experience. Our success is validated through outstanding financial results, increasing customer satisfaction metrics, industry recognition, and employee satisfaction scores. Ciscos Technical Assistance Center (TAC) is aligned to the GTCs three geographic regions; together, they form one global, borderless TAC.

Role Responsibilities:

A Technical Leader for Technical Services is part of a highly skilled senior technical team in a cutting-edge technology supporting IOS-XR Operating system routers (ASR9000, Cisco 8000, NCS5500, CRS) NXOS Switches (Nexus 3K,9K,5K, and 7K), and SONiC Network Operating System. This role will be located at our Bangalore, India campus.

You ll provide second/third level technical support for all the SP Cell Teams and on a worldwide basis via phone, email, web, and remote access for XR products such as ASR9000, Cisco 8000, NCS5500, CRS NXOS Switches (Nexus 3k,9k,5K,7K), and SONiC. You have a working knowledge of Networking industry, products, and protocols.

Your crisis management skills and ability to handle critical customer issues/problems are second to none. You strive to be an IOS-XR Technical Leader that would be driving escalations and projects within the business unit and to be part of several engineering and Technical Content Delivery activities. You will work on problems of wide scope and high complexity where analysis of situations or data requires a review of identifiable factors.

Who You Are:

Essential Skills

Bachelors degree (BE or BS) in Computer Science or a related technical field, or equivalent experience. 12+ years of technical experience in Service Provider and Data Center technologies.

Proficiency in analysing, configuring, and troubleshooting Cisco XR Products deployed in medium and large enterprise/SP networks.

Demonstrated significant analytical and troubleshooting skills, including crisis management abilities, and proficiency in handling critical customer issues/problems.

Exceptional software debugging skills, with a strong aptitude for troubleshooting.

In-depth Knowledge of Routing Protocols BGP, MPLS, OSPF, ISIS, VLANs, VPC, Wireless, Switching, IOS-XR, NXOS.

Deliver technology/product training and intellectual property material as necessary, including mentoring other engineers.

Ability to work independently, as this position only receives minimal supervision with no instruction on routine work and general instruction on new assignments.

Automation Skills - Python Scripting, AI/ML, YAML, Docker and Kubernetes.

Proven crisis management skills; Consultative communication skills.

Excellent written and verbal communications skills, ability to communicate technology strategy and architecture approach to engineers, executives, and Cisco customers.

Strong consulting client-facing skills to include multi-functional influence, external and internal consulting

Extended Skills

You are a trusted resource in the areas of IOS-XR, IOS-XE, NXOS, SONiC and its underlying platforms (ASR9000, Cisco 8000, NCS5500, CRS, NCS520, NCS540, Nexus 3K,9K,5K, and 7K switches) and technologies (Routing Switching protocols, BNG, ISG, SDWAN, Datacenter technologies and related capabilities).

Data Center Layer 2 overlays for example VXLAN, EVPN. Layer 2 security features for example port security, MACsec, ACL, private VLANs. Layer 3 Overlay Protocols (OTV, LISP). Network management protocols for example PTP, NTP, DNS, DHCP

Expert level knowledge in the areas of: IP internetworking, LAN Switching Protocols (MLS, CEF, Trunking (802.1Q), STP, HSRP, LACP/PAGP), IP Routing protocols (IGRP, OSPF, EIGRP, BGP)

Basic understanding of Software defined networking.

You can independently solve problems in broad, complex, and unique networks with mixed protocols in high end routing environments for our largest customers.

You will provide support to engineers from multiple teams as well as the field and aids them in problem resolution.

You provide input to Engineering and product organizations on future product development.

You act as a focal point for large account network problem resolution and provide technical leadership for Critical Accounts.

You provide systems/product training in written and presentation form, such as chalk talks, web pages, white papers, Tech Zone and Cisco Support Community participation, Cisco Live, EBCs, etc.

Knowledge of large-scale Service provider network and Data Center Switch Fabric Architectures

You effectively utilize lab setups to debug broad and complex problems and submit complete bug reports while monitoring reports of other engineers for quality.

You provide input to Engineering and product organizations on future product development.

You lead the creation of intellectual capital through written documents and machine consumable scripts and signatures that enables faster issue identification and resolution

Emerging Skills

CCIE SP/RS/EI, DevNet, RedHat certification is a plus

Public / Private Cloud experience and knowledge. [ AWS, Azure]