Cisco CMS Incident Engineer III - Escalation Engineer in Krakow, Poland

CMS Incident Engineer III - Escalation Engineer

  • Location: Krakow, Poland

  • Area of Interest Customer Experience

  • Job Type Professional

  • Technology Interest Collaboration, Video

  • Job Id 1230575

What You’ll Do:

All CMS team members are expected to add value in the following areas:

Understand and meet customer agreements (SLO/SLA/commitments)

Follow and participate in the improvement of established team processes

Identify and adhere to cost reduction measures

Accountable for following established team processes

Understand ITIL framework (Event, Incident, Change & Problem Management)

Collaborate with peers and cross-functional teams

Maintaining knowledge required to perform role effectively

Participate in regular synch ups

Actively share / develop innovation and automations for continued improvement

Specific to the role of Incident Engineer III, responsibilities may include:

Manage issues by setting expectations and meeting or exceeding those expectations to achieve the highest level of customer satisfaction

Take ownership of complex incidents

Accept technical escalations from lower support tiers

Provide remote troubleshooting support and perform analysis in large complex networks with mixed media and protocols

Utilize complex lab setups to duplicate and solve problems and validate planned changes to software and hardware design

Support and collaborate with CMS and cross-functional teams to resolve major customer issues

Engage TAC / BU as required to resolve complex technical issues

Strive for continuous learning, result orientated and teamwork

Develop expertise in specific areas (i.e. technology, product)

Mentor colleagues and/or customers via presentations or documentation

Create Methods of Procedure (MOP) and action plans for post-sales projects

Perform ad hoc analyses and tasks as assigned

Minimal travel (as required) to customer locations in support of CMS deliverables/support

Submit complete and correct product defect reports in area of expertise

Provide systems/product training both internally and externally while contributing to Cisco intellectual property efforts

Act as a focal point for high impact, large account incident resolution

Assist as needed with Change and Problem which could involve the planning, approving and implementation of changes

Assist as needed with Problem Management which may include analyzing data for root cause analysis

Participate in daytime and night/weekend on-call rotation as required

Assist with design recommendations for the customer and engineering team as needed

Assist with deploying software in customer environments as needed

Assist with miscellaneous team management duties as needed

Who You’ll Work With

The Cloud & Managed Services team provides second/third level technical support for Cloud / Hybrid solutions and cloud enabled end point products on a worldwide basis via inbound/outbound phone calls, email, web and remote access. Provide consultation to independently troubleshoot & debug solutions for Cisco customers, partners, account teams along with collaborating with other TAC engineers to resolve issues.

Who You Are

You are a self-starter who requires little oversight to achieve your goals and meet your objectives. You work well with others and are truly a team player. Technical knowledge and customer satisfaction is in your DNA. You have excellent verbal and written communication skills. You are able to see the big picture even when analyzing multiple complex factors under pressure. You are a technical expert and understand the fundamentals of troubleshooting.

Required Skillsets

· In Depth-Knowledge of UCCE/UCCX technology, proven experiance in Contact Center technology

· In Depth-Knowledge of Cisco Unified Communications technologies: Cisco Unified Communications Manager (CUCM), Cisco Unified Presence Server (CUPS), Cisco Unity Connection (CUC), CUBE Enterprise

· Expertise on VOIP protocols including Session Initiation Protocol (SIP), H.323, MGCP, and SCCP

Desired Skills

· Preference for Cisco Certification: CCNP-Voice, CCIE-Voice. Other technology or product knowledge, experience or certifications in the following areas are a plus: security, routing, switching, wireless, programming skills (Linux, Shell Scripting)

· Preference for prior Scripting, Python, and/or Linux experience highly desired

· Data Center technologies including Storage Area Networks (SAN), virtualization (VMWare), and Cisco's Unified Computing System (UCS)

· Working knowledge of Networking industry, products and protocols desired

Why Cisco

We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren't afraid to change the way the world works, lives, plays and learns.

We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers.

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.