HTE - Cisco Data Centre Networking - Mumbai

Job Overview
We are seeking a highly skilled and motivated Technical Support Engineers to join our dynamic team.

The successful candidate will be responsible for providing Expert Technical Support to our customers,

focusing on Cisco's Data Centre Routing and Switching Technology Portfolio. This role encompasses

Traditional Networks as well as Cisco ACI-based Fabrics, requiring a deep understanding of Cisco

technologies spread across Cisco DCN, WAN Routing and Switching portfolio, along with excellent

troubleshooting skills, and exceptional customer service. Desired years of experience 7 to 10 years.

Key Responsibilities

• Customer Support:
• 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.

• Technical Expertise:
• 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.

• Troubleshooting and Problem Resolution:
• 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.

• Maintenance Window Support:
• 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.

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• 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.

• Continuous Improvement:
• 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.

• Configuration Best Practices Audit:
• 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.

• Automation Skills:
• 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.

• Tool Proficiency:
• Proficiency in network topology tools such as MS Visio or equivalent for creating and

documenting 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.

• Soft Skills:
• 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.

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• 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.
• Documentation:
• Create and maintain detailed documentation, including knowledge base articles,

troubleshooting guides, best practices, and comprehensive records of maintenance

window activities.

• Document automated solutions using scripts and playbooks for future reference.
• Customer Training:
• 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.

• 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.

• Cisco Certifications:
• 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.

• 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.

Skills: cisco,customer,maintenance,troubleshooting,automation,data,skills,data center,aci,routing,switching