Cisco Technical Consulting Engineer 

India, Maharashtra, Mumbai 

724220302

Work Schedule:

• The role requires flexibility in working hours to accommodate the needs of our customer base.
• You will be expected to work in rotating shifts, covering US, India, and EMEA time zones as necessary to ensure 24/7 support coverage.
• Role is 100% on-site

Key Responsibilities:

1. Customer Support:
• Respond promptly to customer inquiries, troubleshoot, and resolve issues related to target 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.

1. Technical Expertise:
• Demonstrate a comprehensive understanding of Cisco’s Security Products Portfolio.

• Stay updated on the latest developments in Cisco technologies and incorporate them into troubleshooting and support activities.

1. Troubleshooting and Problem Resolution:
• Excellent knack to Diagnose and resolve complex security and data routing 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 security, 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.

1. 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.
• 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.

1. 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.

1. 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.

1. Software Life Cycle Recommendations and Bug Scrubs:
• Undertake bug scrubs against target software releases as suggested by Cisco TAC, Cisco Engineering, or other Cisco reference documents.
• Scrutinize software releases for features and capabilities relevant to the client's deployment.
• Leverage Cisco CX and Engineering scrub tools, methods, and processes to ensure software reliability and address potential issues.
• Strong understanding of PSIRT & Field notice and provide recommendations on the customer installed based on regular basis.

1. 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.

1. 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.

1. 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.
• 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.

1. 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.

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

1. 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 Centre) for advanced issue resolution and contribute to the development of automated support tools.

Educational Qualifications:

1. 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.

1. 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.

Additional Certifications (Desirable):

1. ITIL Foundation Certification:
• Demonstrates an understanding of IT service management best practices, which is valuable for working in a support and maintenance role.

1. Automation and Programming Certifications:
• Python Certification (e.g., Python Institute Certifications):
• Validates proficiency in Python programming, a valuable skill for automation in networking.

1. Vendor-Specific Certifications (Other than Cisco):
• Depending on the specific technology stack used by the organization, additional certifications from other relevant vendors may be beneficial. Experience with Riverbed is desirable.