Technical Consulting Engineer - Route/Switch

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  • Lieu :
    Offsite, Mexico City, Mexico
  • Centre d'intérêt
    Expérience client
  • Type de poste
    Expérimenté
  • Intérêt pour la technologie
    Réseau
  • ID de poste
    1419897

=== WHAT YOU’LL DO ===

ALL CMS TEAM MEMBERS ARE EXPECTED TO MAKE VALUABLE CONTRIBUTIONS IN THE FOLLOWING AREAS:
Understand and meet customer agreements (SLO/SLA/commitments).

Follow and participate in the improvement of detailed team processes.

Identify and adhere to cost reduction measures.

Be accountable for following established team processes.

Understand ITIL framework (Event, Incident, Change, Service Request & Problem Management).

Collaborate with peers and across multiple teams.

Maintain knowledge and skill levels required to perform role effectively.

Actively share and develop innovation and automations for continued improvement wherever possible.


SPECIFIC TO THE ROLE OF COMPLEX SERVICE REQUEST ENGINEER, RESPONSIBILITIES MAY INCLUDE:

Ensure accurate execution of detailed and approved requests in customers’ production environments.

Adhere to and carry out Change Enablement processes and policies of Cisco and customers.

Support Change Managers on Change Advisory Board (CAB) meetings, whether internal and external.

Take all appropriate steps to mitigate risk of impact to customers’ production environment due to implementation of approved changes.

Validate service request execution process prior to production implementation.

Conduct post-change QA testing to validate successful service request completion and to reduce risk of service impacting events resulting from the change.

Serve as first point of escalation for failed service requests/changes; conduct change backouts to the point of pre-change baseline.

Provide continual communication to customers before, during and after execution of approved service requests.


=== WHOM YOU’LL WORK WITH ===

CX is a team of outstanding technical guides whose #1 focus is to deliver elite customer experience. We help solve the toughest business challenges with network-centric solutions that accelerate customer and partner success and dedication. Our success is validated through extraordinary financial results, growing customer happiness metrics, industry recognition, and employee happiness scores.

As part of the Cisco CMS organization, you are joining a dynamic, fast paced and encouraging team, where you’ll learn and grow as you run 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 outstanding insight into the IT services industry.


=== WHO YOU ARE ===

You are meticulous, organized, work well with others, and are truly a great teammate! Protecting customer data and environments is critical to your work ethic. You have excellent verbal and written communication skills. You have a deep understanding of the tenets of Change Enablement and its paramount importance to the protection of the customer environment. Can you see the big picture even when analyzing multiple sophisticated factors under pressure?


=== WHAT YOU KNOW ===


MINIMUM REQUIREMENTS

  • Possess a BA degree or equivalent experience in a technical field.
  • 5+ years of experience in the following areas:
    • Managed Services including network operations/technical support role and/or a technical architecture/implementation role with good understanding in core Routing and Switching Technologies.
    • Mastery level certification like CCNP/CCIE DC/R&S/SP or equivalent.
    • Deep technical experience in Routing & Switching or Service Provider/Data Centre including practical experience on Cisco products OR expertise on SD-WAN(Viptela and Meraki) understanding and good hands-on experience is a must.
    • Experience supporting wireless network infrastructures, including Cisco or other competitor's products preferred.
  • Strong written/verbal communication abilities. (Being bilingual English-Spanish is mandatory possessing a C1 level, as a minimum. Non-bilingual candidates will not be taken into consideration) 
  • Handle task priorities while handling multiple customer commitments.
  • Work independently with minimal direction.
  • Strong interpersonal, organizational, and collaboration skills.


PREFERRED REQUIREMENTS

In addition to the above required skills, experience in some of the following would be an added advantage:

  • Scripting and Automation (Python etc)
  • Load balancer solutions, including F5, Radware and Netscaler
  • SD-A (DNAC)
  • Expertise in Load Balancing & Global/DNS Load Balancing technologies.
  • Extensive practical experience in design and implementations on Citrix Netscaler and software appliances. Cisco Application Control Engine or F5 preferred.
  • Proficiency with L4-L7 Load Balancing NetScaler, Firewall/Security Products preferred.

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 traveling 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 sizes 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 recognize 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 


 

 

  
Message aux candidats à l'emploi aux États-Unis et/ou Canada. :

Lorsqu’elle est disponible, la fourchette salariale affichée pour ce poste reflète l’échelle d’embauche prévue pour les salaires des nouveaux embauchés aux États-Unis et/ou Canada. Pour les postes non liés à la vente, les fourchettes d’embauche reflètent uniquement le salaire de base; les employés sont également admissibles à des primes annuelles. Les fourchettes d’embauche pour les postes de vente comprennent la rémunération de base et la rémunération incitative. La rémunération individuelle est déterminée par le lieu d’embauche du candidat et par d’autres facteurs, notamment les compétences, l’expérience et les études, certifications ou formations pertinentes. Les candidats peuvent ne pas être admissibles à la fourchette complète des salaires en fonction de leur lieu d’embauche aux États-Unis ou Canada. Le recruteur peut vous donner plus d'informations sur la rémunération du poste dans votre lieu au cours du processus de recrutement.

Les employés américains ont accès à une assurance médicale, dentaire et visuelle de qualité, à un régime 401(k) avec une contribution équivalente de Cisco, à une couverture d’invalidité à court et à long terme, à une assurance vie de base et à de nombreuses prestations de bien-être. Les employés reçoivent jusqu’à douze jours fériés payés par année civile, qui comprennent un jour férié flottant, plus un jour de congé pour leur anniversaire. Les employés peuvent cumuler jusqu'à 20 jours de congés payés (PTO) par an et ont accès à des absences payées pour faire face à des problèmes critiques ou urgents sans avoir à puiser dans leurs congés. Nous offrons du temps supplémentaire rémunéré pour faire du bénévolat et rendre service à la communauté. Les employés peuvent également acheter des actions de l’entreprise dans le cadre de notre Programme d’achat d’actions pour les employés.

Les employés participant à des plans de vente reçoivent, en plus de leur salaire de base, une rémunération incitative fondée sur les performances, qui est répartie entre les composantes sur quota et non. Pour la rémunération incitative basée sur des quotas, Cisco paie au taux standard de 1 % de la cible incitative pour chaque 1 % de chiffre d’affaires réalisé par rapport au quota jusqu’à 100 %. Une fois que la performance dépasse 100 % du quota, les taux incitatifs peuvent augmenter jusqu’à cinq fois le taux standard sans plafonnement de la rémunération incitative. Pour les éléments de performance des ventes non basés sur des quotas, tels que les objectifs de vente stratégiques, Cisco peut payer jusqu’à 125 % de l’objectif. Les plans de vente de Cisco ne prévoient pas de seuil minimum de performance pour le versement de la rémunération incitative des ventes.

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