Job Summary

Job Responsibilities : • Understand and meet customer agreements (SLO/SLA/commitments) • Follow and participate in the improvement of established team processes • Identify and enforce to cost reduction measures • Accountable for following established team processes • Understand ITIL framework (Event, Incident, Change & Problem Management) • Collaborate with peers and multi-functional teams • Maintaining knowledge required to perform role effectively • Participate in regular synch ups • Actively share / develop innovation and automations for continued improvement • Collaborate with all appropriate parties in effort to collect all proper data for RCA/MPRs • Own and complete Root Cause Analyses (RCA) and Major Problem Review (MPR) for all major and high visibility incidents (P1/P2) • Create and define knowledge error articles (KEAs) to reduce MTTR and increase ability to obtain RCA.

Job Summary : Problem Manager

Job Description : The CX Managed Services team provides second/third level technical support for solutions and cloud-enabled endpoint products on a worldwide basis via inbound/outbound phone calls, email, web, and remote access. Provide consultation to independently tackle & debug solutions for Cisco customers, partners, account teams along with collaborating with other TAC engineers to resolve issues. \\\\r\\\\nWho You Are \\\\r\\\\nYou are careful about details and organized. You work well with others and are truly a standout colleague. Drawing conclusions from multiple data points is in your DNA. You have excellent verbal and written communication skills. You are able to see the big picture even when analyzing multiple sophisticated factors under pressure. You have a deep understanding of the fundamentals of Problem Management.

Key Responsibilities

NA

Skill Requirements

Skill Requirement : 15+ years of professional experience in network engineering, architecture, or technical operations. Deep, hands-on expertise with Cisco product portfolios, including Catalyst, Nexus, and ISR/ASR platforms. Advanced proficiency in routing protocols (EIGRP, OSPF, BGP) with the ability to troubleshoot complex routing loops, convergence issues, and path selection problems. Proven experience in managing large-scale software image deployments and firmware lifecycle management. Extensive background in managing the vendor defect lifecycle, including opening, tracking, and driving resolution for TAC cases. Demonstrated ability to perform deep-dive packet analysis and utilize diagnostic tools to identify root causes in distributed network environments. Exceptional problem-solving skills with a logical, methodical approach to high-pressure technical outages. Desired Skills • Good organizational skills • Ability to prioritize feature work while handling customer commitments • Strong written/verbal communications skillset • Good interpersonal and teamwork skills • Able to work independently with minimal direction

Other Requirements

Other Requirement : ITIL, CCNA, CCNP Preferred