Pep 7784 Asr9k Hte Tech Lead

3 weeks ago

Nagpur, Maharashtra, India Zensar Full time

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

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