Job Description

:
High Touch Engineer in ASR9K Domain
.
The Business Entity
The Technical Services is a team of world-class technical experts whose main focus is to help
customers deploy and operate their networks effectively while delivering the best possible
customer experience. Our success is validated through outstanding financial results,
increasing customer satisfaction metrics, and industry recognition and employee satisfaction
scores.
Team Description
High-Touch Team is a premium service for strategic customers. Team supports incident,
problem and change management and act as a Technical Leader being on top of other
company's resolving teams.
Roles and Responsibilities

• Act as a technical focal point for network problem resolution. Troubleshoot and resolve

customer network problems across a broad range of technologies. Provide Network level problem resolution, including troubleshooting on the entire Cisco network for
complex and critical issues. Is a dedicated Technical Escalation point of contact for
moderate to complex network issues.

• Provide problem Root Cause Analysis at the network infrastructure and application

level and produce detailed technical reports that include root cause, next steps, and
recommendations for corrective and preventive actions,

• Provide Software Referrals to address critical problems identified across install base.
• Review and analyse trends and work with the High Touch Operations Manager (HTOM)

in providing quarterly reports detailing corrective action plans, and other actions
planned for the next quarter.

• Shorten the time to resolution during complex and critical situations by using

knowledge of the customer network and their operations.

• Assist the FTS Teams, Technical Assistance Centre (TAC) and HTOM, on any specific

matters which may arise in the delivery of the High Touch Support Services on their
customer accounts.

• Occasional business travels are required (EMEAR, APAC, US)
• Successfully manage customer relationship. Support service delivery on accounts

under his/her responsibility. Generate reusable Intellectual Capital in the form of
standard customer deliverables. Question the way of working and suggest
improvements.

• When appropriate act as Lead Engineer for HTTS and TAC/BU when driving customer's

escalated or reoccurring reactive issues to resolution.
Qualifications

• Typically requires university degree equivalent
• 12 + years of experience in network engineering or telecommunications support

environment

• Advanced knowledge of Routing and Switching
• Multicast ,BNG Technology & Services
• ASR9K Platform.
• Effective Troubleshooting and Analytical skills
• Ability to communicate effectively in English both verbally and in writing
• High interpersonal skills, very good presentation skills (to technical and non-technical

audience)
Cisco Confidential

• CCIE
• Bachelor's or Master's degree in engineering (Computer Science, Electrical Engineering,

Telecommunication or equivalent)

• Experience in designing, deploying or supporting Cisco Solutions
• Operation
• Good Knowledge of Cisco IOS/XR Platform
• CCIE