Job Summary
Job Responsibilities : • Understand and meet customer agreements (SLO/SLA/commitments) \\r\\n• Follow and participate in the improvement of established team processes \\r\\n• Identify and enforce to cost reduction measures \\r\\n• Accountable for following established team processes \\r\\n• Understand ITIL framework (Event, Incident, Change & Problem Management) \\r\\n• Collaborate with peers and multi-functional teams \\r\\n• Maintaining knowledge required to perform role effectively \\r\\n• Participate in regular synch ups \\r\\n• Actively share / develop innovation and automations for continued improvement \\r\\n• Collaborate with all appropriate parties in effort to collect all proper data for RCA/MPRs \\r\\n• Own and complete Root Cause Analyses (RCA) and Major Problem Review (MPR) for all major and high visibility incidents (P1/P2) \\r\\n• Create and define knowledge error articles (KEAs) to reduce MTTR and increase ability to obtain RCA.
Job Description : The CX Managed Services team provides second/third level technical support for solutions and cloud-e
Job Summary : Problem Manager
Key Responsibilities
NA
Skill Requirements
Skill Requirement : 8+ years of professional experience in network engineering, architecture, or technical operations. \\r\\nDeep, hands-on expertise with Cisco product portfolios, including Catalyst, Nexus, and ISR/ASR platforms. \\r\\nAdvanced proficiency in routing protocols (EIGRP, OSPF, BGP) with the ability to troubleshoot complex routing loops, convergence issues, and path selection problems. \\r\\nProven experience in managing large-scale software image deployments and firmware lifecycle management. \\r\\nExtensive background in managing the vendor defect lifecycle, including opening, tracking, and driving resolution for TAC cases. \\r\\nDemonstrated ability to perform deep-dive packet analysis and utilize diagnostic tools to identify root causes in distributed network environments. \\r\\nExceptional problem-solving skills with a logical, methodical approach to high-pressure technical outages. \\r\\nDesired Skills \\r\\n• Good organizational skills \\r\\n• Ability to prioritize feature work while handling customer commitments \\r\\n• Strong written/verbal communications skillset \\r\\n• Good interpersonal and teamwork skills \\r\\n• Able to work independently with minimal direction
Other Requirements
Other Requirement : ITIL, CCNA, CCNP Preferred