Carrières chez Cisco

What You'll Do

As a T3 in our Cisco Managed Service Cloud Collaboration team, you will be part of a team supporting Cloud Collaboration Technologies for some of Cisco’s large and strategic customers. This position will be passionate about providing expert (Tier 3) level support and incident recovery across all technologies supporting our hosted offers, including data center and collaboration technologies. This will require a deep technical foundation in Cisco Data Center and Collaboration technologies, ability to quickly and methodically triage and solve complex problems, and lead a team to resolve issues to restore services.

Your main focus will be driving incident restoration during outages with a secondary focus on Continual Service Improvement activities to benefit the overall service. You will be a key resource in driving growth and customer sentiment across our Cloud Calling platform.

Who You'll Work With

The Cloud Collaboration team is comprised of a global team of engineers supporting the entire end to end lifecycle of the Cloud Collaboration portfolio. We work across multiple Cisco organizations as well as outside vendors to provide services to a growing list of customers across 5 regions. We provide 24x7x365 monitoring and support of the infrastructure and applications and deliver services with an expectation of 99.99% availability.

Who You Are

You will have a solid technical background and experience supporting and leading teams operating large networks. You can break problems down to ‘see the big picture’ and quickly triage problems and identify solutions even when analyzing multiple sophisticated factors under pressure. In fact, you thrive under pressure and have a proven track record of managing and resolving technical escalations. You are an expert (CCIE) in at the least Cisco Collaboration or Cisco Data Center technologies. You can bridge the gap between the design, operate, and optimize lifecycle.

You are a self-starter who requires little oversight to achieve goals and meet your objectives. You work well with others and are truly a great teammate.

Required Skillsets

• CCIE certification in Collaboration.
• 5+ years of demonstrated ability as a Senior Engineer in a NOC, TAC, or PS setting
• Ability to coordinate, lead, and influence teams solve complex networks and services during high pressure service impacting outages and incidents
• Capability to identify issues and risks across design and operations of complex environments to drive timely resolution
• Good Understanding of Cisco IP telephony network infrastructure.
• Hands on experience of the following Cisco Unified Communication Products:
• CUCM 10.5 and above. Knowledge of CUCM, SME and Cube.
• Cisco Voice Gateway (ISR Routers and Analog Gateways) • Gateway Protocols: H323, SIP, MGCP, SCCP
• Trunks, E1/ T1(CAS,CCS), FXS /FXO etc.
• Ability to set trace levels and collect traces for different Services of CUCM.
• Ability to set debug levels on Gateways and collect Debugs from Gateway.
• Proficient in using RTMT.
• Strong verbal and written communication, consulting, and relationship building skills with ability to work autonomously and thrive in a groundbreaking environment
• Ability to identify, prioritize, and drive service improvement opportunities.
• Ability to understand, measure, and identify Key Performance Indicators (KPIs) and Objectives and Key Results (OKRs) and deliver within stated SLAs and SLOs.

Desired Skills

• Foundational level knowledge of ITIL
• Understanding of Day 2 assurance and serviceability activities: Monitoring, event management and tuning, event correlation, automated and augmented incident recovery, user experience monitoring, etc.
• Capability to identify and automate activities using platforms such as Ansible, Python, etc.
• Experience communicating technical and operational related data to executives, customers, and other stakeholders through Quarterly Business Reviews (QBR) and Monthly Service Reviews (MSR)

Why Cisco

#WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it? Well, for starters – with people like you!

Nearly every internet connection around the world touches Cisco. We’re the Internet’s optimists. Our technology makes sure the data travelling at light speed across connections does so securely, yet it’s not what we make but what we make happen which marks us out. We’re helping those who work in the health service to connect with patients and each other; schools, colleges and universities to teach in even the most challenging of times. We’re helping businesses of all shapes and size to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world – whether through 5G, or otherwise.

We tackle whatever challenges come our way. We have each other’s backs, we recognise our accomplishments, and we grow together. We celebrate and support one another – from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that).

We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together we’re committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with technology, or through our actions.

So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us! #WeAreCisco