Platform NOC Engineer - Tier 2 - WxCCE - Cisco
RTP, NC
About the Job
Application window is expected to close on 10/12/24.
What You'll Do
In the Dedicated Instance Platform NOC team you will own, investigate and solve complex technical issues in support of our enterprise clients. Collaborate with Developers and Dedicated Instance Platform Engineers to ensure world class Support and Customer Experience.
* Provide 24X7 escalation support for all P1/P2 application related issues
* Providing proactive & reactive technical support, second line phone/email consultation to independently debug complex platform problems
* Serve as first point of escalation on all priority incidents and changes.
* Coordinate field services as needed for onsite support
* Meticulously adhere to processes to update tickets and record relevant and accurate notes
* Troubleshoot & resolve the incidents and problem tickets within SLA/SLO
* Drive department best practices, guidelines implementation and adhering to standards.
Who You'll Work With
You will work with within our Platform and Infrastructure team as part of Workplace Collaboration organization at Cisco. We are Innovators, we drive innovation to propel employee business transformation while maintaining operational quality. We are Accelerators, we accelerate digital solutions to generate cost savings and efficiency gains for enterprise growth and success. We are Transformers, as Workforce Collaboration, we transform the employee experience by being our own customer first with agility, quality, and security, we continuously deliver business.
Who You Are
This role focuses on device management, remediation, event analysis, and providing world-class customer service. Job responsibilities include troubleshooting, diagnosing, and resolving problems in sophisticated customer networks, working in a global 24x7 organization. An ideal candidate will have prior NOC/SOC experience, working against timelines in a fast-paced environment. A strong working understanding of network, compute, storage and virtualization platforms and technologies is vital for a successful candidate. Superb communication skills over video, web conference, and chat are required to succeed in the global Team.
Minimum Qualifications:
* BS in a technical field (IT/CS/EE) or equivalent plus 1-3+ years related experience.
* Knowledge and familiarity with VMware, Cisco Hyperflex, Cisco UCS and Storage.
* You should have good experience in Networking industry experience and knowledge of products and protocols
* Familiar with virtualization and container environments (VMware, Microsoft, Kubernetes) and have technical exposure in integrating ACI with virtualization platforms through VMM integration
Desired Skills
* Excellent written and verbal communication and interpersonal skills.
* Has knowledge and experience in overlay technologies VXLAN, BGP EVPN, OTV, LISP.
* Understand ITIL framework (Event, Incident, Change, Service Request & Problem Management)
* Cisco Professional Level Certification is desired, but not required.
Why Cisco?
#WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it? Well, for starters - with people like you!
Nearly every internet connection around the world touches Cisco. We’re the Internet’s optimists. Our technology makes sure the data traveling at light speed across connections does so securely, yet it’s not what we make but what we make happen which marks us out. We’re helping those who work in the health service to connect with patients and each other; schools, colleges, and universities to teach in even the most challenging of times. We’re helping businesses of all shapes and sizes to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world - whether through 5G, or otherwise.
We tackle whatever challenges come our way. We have each other’s backs, we recognize our accomplishments, and we grow together. We celebrate and support one another - from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that).
We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together we’re committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with technology, or through our actions.
So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us! #WeAreCisco
#CollabFY25
Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.
Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.
What You'll Do
In the Dedicated Instance Platform NOC team you will own, investigate and solve complex technical issues in support of our enterprise clients. Collaborate with Developers and Dedicated Instance Platform Engineers to ensure world class Support and Customer Experience.
* Provide 24X7 escalation support for all P1/P2 application related issues
* Providing proactive & reactive technical support, second line phone/email consultation to independently debug complex platform problems
* Serve as first point of escalation on all priority incidents and changes.
* Coordinate field services as needed for onsite support
* Meticulously adhere to processes to update tickets and record relevant and accurate notes
* Troubleshoot & resolve the incidents and problem tickets within SLA/SLO
* Drive department best practices, guidelines implementation and adhering to standards.
Who You'll Work With
You will work with within our Platform and Infrastructure team as part of Workplace Collaboration organization at Cisco. We are Innovators, we drive innovation to propel employee business transformation while maintaining operational quality. We are Accelerators, we accelerate digital solutions to generate cost savings and efficiency gains for enterprise growth and success. We are Transformers, as Workforce Collaboration, we transform the employee experience by being our own customer first with agility, quality, and security, we continuously deliver business.
Who You Are
This role focuses on device management, remediation, event analysis, and providing world-class customer service. Job responsibilities include troubleshooting, diagnosing, and resolving problems in sophisticated customer networks, working in a global 24x7 organization. An ideal candidate will have prior NOC/SOC experience, working against timelines in a fast-paced environment. A strong working understanding of network, compute, storage and virtualization platforms and technologies is vital for a successful candidate. Superb communication skills over video, web conference, and chat are required to succeed in the global Team.
Minimum Qualifications:
* BS in a technical field (IT/CS/EE) or equivalent plus 1-3+ years related experience.
* Knowledge and familiarity with VMware, Cisco Hyperflex, Cisco UCS and Storage.
* You should have good experience in Networking industry experience and knowledge of products and protocols
* Familiar with virtualization and container environments (VMware, Microsoft, Kubernetes) and have technical exposure in integrating ACI with virtualization platforms through VMM integration
Desired Skills
* Excellent written and verbal communication and interpersonal skills.
* Has knowledge and experience in overlay technologies VXLAN, BGP EVPN, OTV, LISP.
* Understand ITIL framework (Event, Incident, Change, Service Request & Problem Management)
* Cisco Professional Level Certification is desired, but not required.
Why Cisco?
#WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it? Well, for starters - with people like you!
Nearly every internet connection around the world touches Cisco. We’re the Internet’s optimists. Our technology makes sure the data traveling at light speed across connections does so securely, yet it’s not what we make but what we make happen which marks us out. We’re helping those who work in the health service to connect with patients and each other; schools, colleges, and universities to teach in even the most challenging of times. We’re helping businesses of all shapes and sizes to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world - whether through 5G, or otherwise.
We tackle whatever challenges come our way. We have each other’s backs, we recognize our accomplishments, and we grow together. We celebrate and support one another - from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that).
We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together we’re committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with technology, or through our actions.
So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us! #WeAreCisco
#CollabFY25
Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.
Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.
Source : Cisco