PEP_7784_ASR9K HTE_Tech Lead

Job Description

High Touch Engineer in ASR9K Domain

The Business Entity

The Technical Services is a team of world-class technical experts whose main 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, and industry recognition and employee satisfaction

scores.

Team Description

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

company’s 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 customer’s
  
  

escalated or reoccurring reactive issues to resolution.

Qualifications

• 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 in English both verbally and in writing
• High interpersonal skills, very good presentation skills (to technical and non-technical
  
  

audience)

Cisco Confidential

• CCIE
• Bachelor’s or Master’s 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

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