High Touch Engineer

Experience: 8+ Years

Key Responsibilities:

Respond promptly to customer inquiries, troubleshoot, and resolve issues related to Cisco Data Center Networking and ACI technologies.

Provide remote support and on-site assistance as required, ensuring timely issue resolution.

Working in co-ordination with customer and customer NI team ensuring to get deep understanding of customer network and traffic flows.

Demonstrate a comprehensive understanding of Cisco Data Center Routing and Switching technologies, including both Traditional Networks and ACI-based Fabrics.
Stay updated on the latest developments in Cisco technologies and incorporate them into troubleshooting and support activities.

Excellent knack to Diagnose and resolve complex network issues involving Cisco hardware, software, and protocols in the shortest period of time.
Ability to use advanced Troubleshooting methodologies
Deep command of software diagnostic capabilities (traces, logs, show commands, performance measurements, deep knowledge of Switching and Routing protocols).
Utilize network programming languages like Python and automation tools such as Ansible for efficient data collection, correlation and issue resolution.
Provide technical troubleshooting and guidance during maintenance windows.
Ability to work on interoperability scenarios
Ability to Setup simulation topologies within the client network or in Cisco labs to recreate complex or intermittent issues, identifying causes, triggers, and potential solutions.

Collaborate with clients and network operators to plan and execute maintenance Windows effectively.
Creative problem solver, comfortable with challenging the status quo and rapidly Responding to escalated issues.
Define Maintenance Window Actions, Objectives, and review or prepare Method of Procedures (MOP) encompassing Execution Steps, Timing, Plan-B/Recovery Options, Validation Steps/Methods, and benchmarks.
Ensure technical governance of the maintenance window to guarantee a successful Outcome.
Lead or contribute to Systems/Service recovery plans for potential failure scenarios.
Provide problem root-cause analysis at the network infrastructure and application Level and produce detailed technical reports that include root causes, next steps, and recommendations for corrective and preventive actions.
Work with TAC team to recreate the issue and drive towards root-cause analysis
Shorten the time to resolution during complex situations by using knowledge of the Customer network and their operations.
Provide technical oversight during maintenance window execution, ensuring Adherence to established procedures and minimizing service interruptions.

Proactively identify areas for improvement in network performance, reliability, and Efficiency.
Collaborate with internal teams to implement enhancements, updates, and Optimizations based on identified improvement opportunities.
Contribute to the development of new tools, processes, and best practices to Streamline support and maintenance activities.

Perform regular audits of network configurations against Cisco’s Design and Configuration recommendations.
Ensure adherence to best practices and recommend adjustments to optimize network performance and security.
Collaborate with network operators to implement recommended configuration enhancements.

Apply automation skills to streamline repetitive tasks and enhance overall operational Efficiency.
Develop and maintain scripts and automation playbooks using languages like Python to automate network processes and tasks.

Proficiency in network topology tools such as MS Visio or equivalent for creating anddocumenting network designs.
Familiarity with common customer tools including but not limited to NMS, Ticketing,
Knowledge and Document Management, Syslog’s,Data Correlation, etc.
Understanding and ability to use troubleshooting tools such as Wireshark and equivalent tools.

Self-Leaner and a love for troubleshooting and getting under the hood.
Team player who leads by helping others and being available when the client/team needs them
Exhibit excellent verbal and written communication skills.
Demonstrate the ability to stay calm and focused during outages and client escalations.
Think on the feet to make quick and effective decisions under pressure.
Engage Cisco, partner, and/or customer stakeholders to restore services at the earliest, using any method agreeable to the client.
Build lasting trust and interpersonal relationships with all key stakeholders.
Demonstrate the ability to address senior management at the client, partner, or Cisco.

Create and maintain detailed documentation, including knowledge base articles, troubleshooting guides, best practices, and comprehensive records of maintenance window activities.

Conduct training sessions for customers to enhance their understanding of Cisco Data Center Networking technologies, with a focus on automation, scripting, configuration best practices, software life cycle management, tool usage, and troubleshooting techniques.

12. Cross-Functional Collaboration:

Work closely with internal teams, including Engineering, Sales, and Product Management, to communicate customer needs and contribute to product improvement.
Collaborate with Cisco TAC (Technical Assistance Center) for advanced issue resolution and contribute to the development of automated support tools.

Educational Qualifications:

Bachelor’s degree in Electronics and Communication, Computer science, Information

Technology, or related field:

A solid foundation in Electronics and Communication, computer science or a related field provides the fundamental knowledge required for understanding networking principles and technologies.

o CCNP (Cisco Certified Network Professional):

Demonstrates advanced knowledge and skills in Cisco networking.
Validates the ability to plan, implement, verify, and troubleshoot complex network solutions.

o CCIE (Cisco Certified Internetwork Expert) Preferred

A highly regarded expert-level certification that demonstrates a deep understanding of Cisco networking technologies.
Validates expert-level knowledge and skills in designing, implementing, managing, and troubleshooting complex network infrastructures.

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