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Customer Support Engineer

10 - 13 years
Posted: 2019-02-12

Telecom/ ISP
Customer Support Engineer/ Technician
Posted On
12th Feb 2019
Job Ref code
Job Description
Job Description:

Senior Tier 3 Engineer with experience in operations for IP-MPLS Technologies.
You will be operating out of Reliance Jio campus in Mumbai, India and responsible for supporting the IPMPLS Operations team.
Experience in large Service Provider environment with similar delivery responsibilities in past is mandatory.

Roles & Responsibilities:
As a Tier 3 Engineer, handle escalations from Tier 1 & Tier 2 IPMPLS support engineers at RJIL NOC.
Strong analytical and troubleshooting skills and must have the initiative, perseverance and commitment to see problems through towards resolution.
Performs Advanced Level Troubleshooting, Analysis and Diagnosis of Complex Networking Problems & Design Issues
Interacts effectively with Cisco TAC and Engineering to solve complex problems.
Troubleshoot & resolve the incidents and problem tickets within SLA
Simulate the Customer Network architecture within Operations Lab to resolve complex problems and compatibility issues.
Collaborate with cross functional teams of RJIL & Cisco to deliver better Operations KPI
Collaborates with Vendor Engineering teams on complex product and software issues, driving resolution of specific bugs.
Active participation in Firmware & Software Bug Scrub, Testing & Validation in Lab.
Active participation in Change Advisory Board Review Meetings with customer.
A strong understanding of the ITIL framework and its application in a production environment.
Provides preemptive recommendations on network design optimization based on KPIs across Operations, Service performance, Capacity and Network Security.
Actively participate in Customer reviews towards Network augmentation.
Actively drive Network improvement programs through measured Operations KPIs and best delivery practices
Actively mentor the Operations engineers through various training programs.

Attributes of a Successful Candidate:
We are looking for talent with following qualities and skills:
Ability to work in a fast-paced, high-pressure, cross-functional environment.
Ability to work in 24x7 Shift Operations
Demonstrate high-level of maturity and confidentiality.
Attention to detail and interpersonal skills
Possess strong presentation and communications skills
Key involvement with cross-functional teams to resolve major customer issues.
Have strong time management skills
Ability to function effectively in ambiguous circumstances.
Leads team collaboration extending beyond work group.

Education & Experience:
Typically requires BSEE/CS or equivalent with 10+ years of relevant experience in a network / telecommunications Operations or Technology support environment.
CCIE (Lab) is highly preferred with a minimum certification of CCNP or its equivalent.

Mandatory Skills:
L2 technologies - VLAN's, trunking, VTP, Ether channelling, STP's, RSTP, MSTP
IPV4 & IPV6 addressing
L3 technologies - ISIS (advanced), BGP, L3 technology troubleshooting
MPLS - LDP, VRF's, L2 & L3 VPN, M-BGP (advanced)
Platform Skillset (either or all of) - ASR9K, ASR903, ASR920 & Nexus (Configuration & troubleshooting)
Tools and automation (desired) - scripting (perl, Python, bash etc.,), industry tools - HP TeMip, Protocol Analyzers, Syslog Analyzers (Splunk) etc.,
Demonstrates strategic skills
Ability to formulate and deliver complex presentations.
Demonstrated industry awareness

About Cisco
The Internet of Everything is a phenomenon driving new opportunities for Cisco and it's transforming our customers' businesses worldwide. We are pioneers and have been since the early days of connectivity. Today, we are building teams that are expanding our technology solutions in the mobile, cloud, security, IT, and big data spaces, including software and consulting services. As Cisco delivers the network that powers the Internet, we are connecting the unconnected. Imagine creating unprecedented disruption. Your revolutionary ideas will impact everything from retail, healthcare, and entertainment, to public and private sectors, and far beyond. Collaborate with like-minded innovators in a fun and flexible culture that has earned Cisco global recognition as a Great Place to Work. With roughly 10 billion connected things in the world now and over 50 billion estimated in the future, your career has exponential possibilities at Cisco.

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