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    Technical Consulting Engineer - Mexico City, México - Cisco

    Cisco
    Cisco Mexico City, México

    hace 1 semana

    Cisco background
    Descripción

    === WHAT YOU'LL DO ===

    ALL CMS TEAM MEMBERS ARE EXPECTED TO MAKE VALUABLE CONTRIBUTIONS IN THE FOLLOWING AREAS:Understand and meet customer agreements (SLO/SLA/commitments).Follow and participate in the improvement of detailed team processes.Identify and adhere to cost reduction measures.Be accountable for following established team processes.Understand ITIL framework (Event, Incident, Change, Service Request & Problem Management).Collaborate with peers and across multiple teams.Maintain knowledge and skill levels required to perform role effectively.Actively share and develop innovation and automations for continued improvement wherever possible. SPECIFIC TO THE ROLE OF COMPLEX SERVICE REQUEST ENGINEER, RESPONSIBILITIES MAY INCLUDE: Ensure accurate execution of detailed and approved requests in customers' production environments.Adhere to and carry out Change Enablement processes and policies of Cisco and customers.Support Change Managers on Change Advisory Board (CAB) meetings, whether internal and external.Take all appropriate steps to mitigate risk of impact to customers' production environment due to implementation of approved changes.Validate service request execution process prior to production implementation.Conduct post-change QA testing to validate successful service request completion and to reduce risk of service impacting events resulting from the change.Serve as first point of escalation for failed service requests/changes; conduct change backouts to the point of pre-change baseline.Provide continual communication to customers before, during and after execution of approved service requests. === WHOM YOU'LL WORK WITH === CX is a team of outstanding technical guides whose #1 focus is to deliver elite customer experience. We help solve the toughest business challenges with network-centric solutions that accelerate customer and partner success and dedication. Our success is validated through extraordinary financial results, growing customer happiness metrics, industry recognition, and employee happiness scores.As part of the Cisco CMS organization, you are joining a dynamic, fast paced and encouraging team, where you'll learn and grow as you run the technical support for some of Cisco's biggest customers. You will be given the opportunity to work alongside many of Cisco's Technical and Advanced Service organizations and will receive outstanding insight into the IT services industry. === WHO YOU ARE === You are meticulous, organized, work well with others, and are truly a great teammate Protecting customer data and environments is critical to your work ethic. You have excellent verbal and written communication skills. You have a deep understanding of the tenets of Change Enablement and its paramount importance to the protection of the customer environment. Can you see the big picture even when analyzing multiple sophisticated factors under pressure? === WHAT YOU KNOW === MINIMUM REQUIREMENTS
  • Possess a BA degree or equivalent experience in a technical field.
  • 5+ years of experience in the following areas:
  • Managed Services including network operations/technical support role and/or a technical architecture/implementation role with good understanding in core Routing and Switching Technologies.
  • Mastery level certification like CCNP/CCIE DC/R&S/SP or equivalent.
  • Deep technical experience in Routing & Switching or Service Provider/Data Centre including practical experience on Cisco products OR expertise on SD-WAN(Viptela and Meraki) understanding and good hands-on experience is a must.
  • Experience supporting wireless network infrastructures, including Cisco or other competitor's products preferred.
  • Strong written/verbal communication abilities. (Being bilingual English-Spanish is mandatory possessing a C1 level, as a minimum. Non-bilingual candidates will not be taken into consideration)
  • Handle task priorities while handling multiple customer commitments.
  • Work independently with minimal direction.
  • Strong interpersonal, organizational, and collaboration skills.
    • PREFERRED REQUIREMENTS In addition to the above required skills, experience in some of the following would be an added advantage:
  • Scripting and Automation (Python etc)
  • Load balancer solutions, including F5, Radware and Netscaler
  • SD-A (DNAC)
  • Expertise in Load Balancing & Global/DNS Load Balancing technologies.
  • Extensive practical experience in design and implementations on Citrix Netscaler and software appliances. Cisco Application Control Engine or F5 preferred.
  • Proficiency with L4-L7 Load Balancing NetScaler, Firewall/Security Products preferred.
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