Collab Tier 3 Engineer- UCM/Webex DI, CUCM

Who we are

Here at Webex Calling organization, part of the larger Webex umbrella, we are proud to deliver industry leading enterprise grade, modern and complete cloud calling solution for business of every size. Our vision is to deliver a next generation experience of hearing to seeing to getting things done with our comprehensive modern device portfolio for Calling and Collaboration needs of our customers across 140+ countries with our global DC footprint. 

What You’ll Do

As a T3 in our Cisco Managed Service Cloud Collaboration team, you will be part of a team supporting Cloud Collaboration Technologies for some of Cisco’s large and strategic customers. This position will be focused on providing expert (Tier 3) level support and incident recovery across all technologies supporting our hosted offers, including data center and collaboration technologies. This will require a deep technical foundation in Cisco Data Center and Collaboration technologies, ability to quickly and methodically triage and solve complex lead a team to resolve issues to restore services.

Your will be driving incident restoration during outages with a secondary focus on Continual Service Improvement activities to benefit the overall service. You will be a key resource in driving growth and customer sentiment across our Cloud Calling platform.

Who You’ll Work With

The Cloud Collaboration team is comprised of a global team of engineers supporting the entire end to end lifecycle of the Cloud Collaboration portfolio. We work across multiple Cisco organizations as well as outside vendors to provide services to a growing list of customers across 5 regions. We provide 24x7x365 monitoring and support of the infrastructure and applications and deliver services with an expectation of % availability.

Who You Are

You will have a solid technical background and experience supporting and leading teams operating large networks. You can break problems down to ‘see the big picture’ and quickly triage problems and identify solutions even when analyzing multiple sophisticated factors under pressure. In fact, you thrive under pressure and have a proven track record of managing and resolving technical escalations. You are an expert (CCIE) in at least Cisco Collaboration or Cisco Data Center technologies. You can bridge the gap between the design, operate, and optimize lifecyle.

You are a self-starter who requires little oversight to achieve goals and meet your objectives. You work well with others and are truly a great teammate.

You will contribute to the team in the following ways:

CCIE certification in Collaboration, Data Center, or R/S 5+ years of demonstrated ability as a Senior Engineer in a NOC, TAC, or PS setting Ability to coordinate, lead, and influence teams solve complex networks and services during high pressure service impacting outages and incidents Capability to identify issues and risks across design and operations of complex environments to drive timely resolution Expert level knowledge of Cisco Data Center and Networking Technologies, including HyperFlex, UCS, ACI, Routing and Switching platforms, Routing Protocols: EIGRP, OSPF, BGP, Multicast Solid understanding of Cisco Security technologies including FirePower, ASA, and virtualized ASA Understanding of remote connectivity methods including VPN, SDWAN, etc. Fundamental knowledge of Cisco Unified Communication Applications: CUCM, CUC, IMP and Cisco VoIP Protocols: SIP, MGCP, H32, Strong verbal and written communication, consulting, and relationship building skills with ability to work autonomously and thrive in a transformational environment Ability to identify, prioritize, and drive service improvement opportunities. Ability to understand, measure, and identify Key Performance Indicators (KPIs) and Objectives and Key Results (OKRs) and deliver within stated SLAs and SLOs.

Experience required:

Exposure to Webex calling, CUCM, Dial plan and IP phone configurations. Basic skills in scripting and automation (Python, Ansible, etc.) Prior working experience in Managed Services environment

Desirable skills:

Foundational level knowledge of ITIL Understanding of Day 2 assurance and serviceability activities: Monitoring, event management and tuning, event correlation, automated and augmented incident recovery, user experience monitoring, etc. Capability to identify and automate activities using platforms such as Ansible, Python, etc. Experience communicating technical and operational related data to executives, customers, and other stakeholders through Quarterly Business Reviews (QBR) and Monthly Service Reviews (MSR)

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