What You’ll Do
As a Cloud Managed Services team member you will add value in the following areas :
Understand and meet customer agreements (SLO / SLA / commitments)
Follow and participate in the improvement of established team processes
Accountable for following established team processes
Understand ITIL framework (Event, Incident, Change, Service Request & Problem Management)
Collaborate with peers and cross-functional teams
Maintaining knowledge required to perform role effectively
Participate in regular synch ups
Actively share / develop innovation and automations for continued improvement
Specific to the role of Complex Service Request Engineer, responsibilities may include :
Ensure accurate execution of documented and approved requests in customer’s production environment
Adhere to and reinforce Cisco and customer Change Management processes and policies
Support Change Managers on CABs (internal and external)
Take appropriate steps to reduce potential impact to customer’s production environment due to execution of approved changes
Validate service request execution process prior to production implementation
Conduct QA testing post-change to validate successful service request completion and avoidance of service impacting events
Serve as first point of escalation for failed service requests / changes; conduct change back outs to the point of pre-change baseline
Provide continual communication to stakeholders before, during and after execution of approved service requests
Who You’ll Work With
The Cisco Managed Services team provides second / third level technical support for Cloud / Hybrid solutions and cloud enabled end point products on a worldwide basis via inbound / outbound phone calls, email, web, and remote access.
Provide consultation to independently troubleshoot & debug solutions for Cisco customers, partners, account teams along with collaborating with other TAC engineers to resolve issues.
Who You Are
You are detail oriented and organized. You work well with others and are truly a team player. Protecting customer environments is in your DNA.
You have excellent verbal and written communication skills. You are able to see the big picture even when analyzing multiple complex factors under pressure.
You have a deep understanding of the fundamentals of Change Management.
Required Skillsets :
BA in a technical discipline plus 5-10 years of experience in a Network Operations Centre or Technical Assistance Centre or in an Implementation Role, with 3-
5+ years in Security or Networking Support
Strong technical experience with Security platforms and technologies, including Cisco Products
Good organizational skills
Ability to prioritize workload while managing customer commitments
Strong written / verbal communications skillset
Strong interpersonal and teamwork skills
Able to work independently with minimal supervision
Desired Skills :
Prior Managed Service experience
Excellent understanding of the TCP / IP protocol suite.
Configuring, Upgrade & Maintaining Firewall, IDS / IPS platforms.
Setup and managed Site-to-site IPSec VPN Tunnels.
Monitors system resource allocation and utilization.
Firewall rule creation, migrations, and re-certification.
Design, setting engineering standards, Configure, administer, and document firewall infrastructure.
Experience in performance tuning and optimization of firewalls and firewall policy’s.
Experience with Implementation and build of firewalls from scratch
Experience working on Firewall Rule base analyzers and optimization approaches.
In depth understanding of Network ports, NAT, PAT and Access Lists.
Possesses troubleshooting skills in the areas of security and networking.
Ability to take and read packet level network traces.
Strong IDS / IPS investigative, troubleshooting and analysis expertise.
Experience in IT Security assessments, implementing new security solutions & systems such as IPS, IDS, and firewalls.
Working, demonstrated hands-on product and technology skills mentioned above in several of the following areas (more a plus) : Checkpoint / Juniper / Fortinet Firewalls, TippingPoint (Trend Micro) IDS / IPS, Juniper IDS, Citrix WAF (Web Application Firewalls), Firemon Security Management Suite.
At Cisco, each person brings their unique talents to work as a team and make a difference.
Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.
We connect everything people, process, data and things and we use those connections to change our world for the better.
We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results.
Our technology powers entertainment, retail, healthcare, education and more from Smart Cities to your everyday devices.
We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities.
Colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Be you, with us! #WeAreCisco