High Touch Operations Manager - Cisco Systems Inc., Arizona City, AZ Job Details

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Table.Right {float: Right;text-align: Right;border:0;padding:3px;} DIV.VEclearFloatAfterElement {clear:both;visibility:hidden;height:0px;} Requisition #: R910021 Location: UNITED STATES.ARIZONA.PHOENIX
Job Title: High Touch Operations Manager Region: AMERICAS
Area of Interest: Cisco Services (Formerly Customer Advocacy)
Level of Experience: Experienced - Non Manager
Flexible Work Option: No
Job Description: High Touch Engineer role providing in-depth Routing Protocol and Lan Switching expertise to large SP and Enterprise customers. It has the following duties & responsibilities:
--Provide Network Problem Resolution, Root-Cause Analysis, IOS Software Referral assistance as per contracted agreement with named customer.
--Act as a technical expert in Routing GSR, Lan Switching specific to 7600 & 6K, Multicast, QoS and Layer 2 technologies.
--Provide technical assistance in Routing Protocol/Large Scale Architecture, Security, and/or other customer-specific technologies as necessary.
--Receives minimal supervision, no instruction on routine work, and general instruction on new assignments.
--Typically reports to Sr. Mgr, Advanced Services.
--Interfaces with all levels of CSEs, NCEs, SEs, VARs, OEMs, end-users & internal engineering departments.
--Works on problems of diverse scope where analysis requires evaluation of identifiable factors.
--Provides systems/product training.
--Provides guidance & leadership to less experienced engineers.
--Acts as a focal point for large account network problem resolution.
--Provides support on a world-wide basis.



Typically requires BS in CS or EE or equivalent plus 6-8 years related experience. CCIE is strongly preferred.

Required Skills:
--at least 2 years experience troubleshooting Routing/Switching across Cisco platforms.
--minimum 4 years of networking experience, including configuring, analyzing & troubleshooting complex networks


Desired Skills:
--Strong Layer 2 knowledge as this position will primarily focus on supporting Cisco''s Switching platforms.
--Catalyst 6500: Knowledge of system architecture and the ability to independently troubleshoot complex routing, switching and forwarding issues.
--Multicast: General multicast knowledge and knowledge of troubleshooting multicast, specifically on the Catalyst 6500.
--Strong documentation skills--to be utilized for case management, knowledge capture, defect management and Trainings.
--Very strong Problem Solving skills--will be utilized often in this position.
--Ability to drive recreates remotely--Many issues result in the engineer needing to perform a recreate of the customer problem in order to isolate the issue and resolve.
--Proven crisis management skills, and the ability to excel under pressure.
--Demonstrated excellence in customer-interaction, written and verbal communication, assertive leadership.
-- CCIE strongly preferred Table.Right {float: Right;text-align: Right;border:0;padding:3px;} DIV.VEclearFloatAfterElement {clear:both;visibility:hidden;height:0px;} Cisco is an Affirmative Action and Equal Opportunity Employer

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