- Provide Planning, Designing, Implementation, Operation and Optimization services to Customers around Cisco Network & Data Center products and related solutions. Establish good relationship with customer management and teams on Data Center Infrastructure areas and future technology.
- Solves complex, multi-functional issues that cross many technologies in network, server, virtualization, security, applications, operations, content switching, caching and/or content delivery networks, and security
- Applies good analytic process to help bring any issue to resolution
- Provides technical support for customers during software and hardware upgrades and Proof of Concepts. Interacts across TAC (Technical Assistance Center) teams, Third party vendors, Cisco Sales and Professional Services, Development and Engineering teams
- Cisco Data Center products (Nexus 9000, Nexus 3000, Nexus 7000/5000, Cisco ACI) – Mandatory
- Cisco ASR 9K (IOS XR)
- Cisco ASR 1K (IOS/IOS XE)
- VXLAN, ACI - Mandatory
- Experience on Legacy to ACI Migration
- Knowledge on various DC Architecture (DC-DR, Active-Active DC etc.)
- Understanding of ACI Multipod, Multisite, PBR will be an advantage.
- Experience with L4-L7- load balancing, firewalls, etc. will be an advantage.
- Strong knowledge of IP/MPLS
- Monitor and review resolution of customer issues by customer service operations team, analyse productivity and escalation of issues.
- Incident management - assign incident manager for critical/escalated faults, manage all customer communication, work with internal stakeholders to ensure timely fault resolution.
- Plan support needs for the customer; ensure timely execution of service acceptance function and compliance with turnaround time (SAT)
- Engage with customers, understand their expectations, gather transaction feedback, and ensure closures within the fault window.
- Monitor spikes in escalation of tickets.
- Devise mechanism to track all escalations and identify root cause of the escalations.
- Identify improvement areas in terms of process, people, resources to avoid escalating situations and implement solutions.
- Review of performance on a periodic basis and minimize recurrence of incidents basis the past trends.
- Share timely feedback with engineering team on customer experience and major issues faced by them. Identify key problem segments and plan changes on a pro-active basis.
- The role will lead a large team.
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- Customer Service Operations - Mumbai, India - Tata Communications
Description
Broad outline of the Role
Responsible for driving and monitoring a 24x7 customer facing team providing L1, L2 and L3 technical support in Cloud and DC domain with the objective of providing timely resolution to technical issues faced by customer and ensuring a good post-sales support experience to the customer. This is a tactical role which has a significant mid-term impact on business units overall results.
Minimum qualification & experience
Graduate with 9-12 years of experience (B.TECH / M.TECH BE/ BS)
Certifications: CCIE preferred, CCNP is must. Fundamentals of Cisco SD-WAN will be an advantage
Ability to work in 24*7 environment
Key Skills
Other knowledge/skills
Skill 1
Skill 2
Skill 3
Key Responsibilities
Knowledge / Skills
Communication Skills
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