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Complex SR Security Sustained Engineer - Mexico City, México - Cisco
Descripción
WHAT YOU'LL DO
All CMS team members are expected to contribute in:- Understand and meet customer agreements (SLO/SLA/commitments)- Follow and participate in the improvement of established team processes- Identify and adhere to cost reduction measures- Accountable for following detailed team processes- Understand ITIL framework (Event, Incident, Change, Service Request & Problem Management)- Collaborate with peers and cross-functional teams- Maintaining knowledge required to perform role optimally- Participate in regular sync-ups- Actively share / develop innovation and automations for continued improvementSpecific to the role of Complex Service Request Sustained Engineer, responsibilities may include:- Ensure accurate documentation of work to be implemented within customer's production environment- Schedule meetings with customer requesters to ensure accuracy of request submission- Build and prepare reports of service request volumes and technical categories- Adhere to and reinforce Cisco and customer Change Management processes and policies- Support Change Managers on CABs (internal and external)- Take appropriate steps to reduce potential production impact due to execution of approved changes WHO YOU'LL WORK WITH The Cisco Managed Services team provides second/third level technical support for Cloud / Hybrid solutions and cloud enabled end point products on a worldwide basis via inbound/outbound phone calls, email, web, and remote access. Provide consultation to independently solve & debug solutions for Cisco customers, partners, account teams along with collaborating with other TAC engineers to resolve issues.You are detail oriented and organized, work well with others and are truly a great teammate. Protecting customer environments is central to your purpose. You have excellent verbal and written communication skills and can see the big picture even when analyzing multiple sophisticated factors under pressure. You have a deep understanding of the fundamentals of Change Management. MINIMUM REQUIREMENTS - Possess a BA in a technical field with 3+ years of experience working in a NOC (Network Operations Centre) or TAC (Technical Assistance Centre) or 2+ years of experience in an Implementation Role with experience in the following areas:
