- Provide 2nd and 3rd Tier consultation/troubleshooting to debug broad, complex unique network topologies with mixed media protocols to Large Enterprise Cisco customers on for Cisco switching/routing products, SD-Access / Catalyst Center, SDWAN.
- Work as part of a collaborative cross-functional team to provide support to customers during critical network issues as well as managing a case load of criticality issues.
- Drive customer satisfaction and strive for total customer success. Identify, document and resolve issues reported by customers.
- Solve problems of diverse scope and complexity where the problem analysis requires further evaluation of various factors and correlation of data.
- Provide systems/product training to customers, and contribute towards building a knowledge base for customer support and internal partners.
- Interact across other High Touch Technical Services teams and development teams at peer level.
- Lead problem resolution efforts with internal stakeholders including: HTOM, HTE, TAC and product engineering.
- Canadian Citizenship or Permanent Resident with ability to obtain a Canadian Government Security Clearance.
- Live in Ottawa, Canada or willing to re-locate.
- Problem-solving & troubleshooting methodology.
- Strong communication skills - facilitation / conflict management.
- Ability to think and operate independently in a highly collaborative working environment, especially when working remotely and with remote colleagues.
- A team player focused on customer success.
- BS in a technical field (CS/EE preferred) or equivalent with 8+ years of relevant experience.
- Authoritative knowledge of Network and related technology.
- In-depth experience configuring and supporting network protocols like IPv4/v6, EIGRP, IS-IS, OSPF, BGP, MPLS, L3VPN, Segment routing, etc.
- Must have knowledge of Strong knowledge of Cisco Routers like ISR2900/3900/4400, 7200, 7600, ASR1K / 9k, CRS and Switches like Cisco 2900, ,3650, 3850, 4500 & 6500 series.
- Strong knowledge layer 2 technologies like VTP, STP, MST, RSTP+, Trunking, VLANs, Layer 3 Switches, Logical Ether Channels etc.
- Solid Understanding of IOS Features and Services – HSRP, NAT, SNMP, SYSLOG, NTP, PTP, DHCP, CDP, TFTP and FTP Management, Netflow etc.
- Experience in preparing, planning, and designing, implementing and optimizing LAN/WAN solutions and a broader understanding of LAN/WAN Architecture.
- Traffic management for example queuing, policing, shaping.
- Routing Protocols and features for example OSPF, ISIS, MBGP, IBGP, PBR, BFD.
- Multicast protocols for example PIM, IGMP, RP, BSR.
- Very good understanding and experience on Linux/Unix (Ubuntu/RHEL/CentOS).
- Understanding and troubleshooting knowledge for applications such as postgres/ mongodb /redis / kafka /elasticsearch etc.
- Working knowledge in yang models, configuration management, and operational models.
- Professional or Expert Level network certification (CCNP, CCIE) or equivalent technical/networking knowledge is preferred.
- Bilingual Fluency (Canadian French & English).
- Previous experience with incident management, reactive support, operations or troubleshooting complex technical problems is an advantage.
- Knowledge of designing dynamic large-scale, multi-tenant, distributed systems using Java/Cloud (AWS, Azure) environments.
- Working knowledge in yang models, configuration management, and operational models.
- Troubleshooting Java related application issues.
- Understanding of Campus Architectures, Software Defined Networking (SDN) & Network Function Virtualization (NFV).
- Experience in Security [ISE, Trustsec] and Wireless networking.
- Demonstrated Domain Expertise in one or more of products and technologies such as Cisco cEDGE and vEDGE product portfolio.
- Knowledge of Cisco's SDWAN technologies and how to successfully configure these devices to implement various forms viz Controller deployment, Edge router deployment.
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Customer Delivery Engineering Technical Leader- RS - Ottawa, Canada - Cisco
Description
Requirements:
*** The successful applicant will be performing work in Canadian Critical National Infrastructure and / or Canadian government classified environments, and therefore, must be a Canadian Citizen or Permanent Resident. This position may also perform work that the Canadian government has specified can only be performed in country by a Canadian citizen. Government of Canada SECRET Level clearance is desired or the successful applicant must be able to obtain a Canadian Government Security Clearance ***
What You'll Do:
Who You'll Work With:
Cisco Canada's government and public sector customers receive personalized services from a dedicated team of engineers as part of the Canadian Secure Technical Support (CSTS) services team. As part of the Cisco Canada Customer Experience organization (CX), the CSTS team provides leading-edge technical support services to meet the needs of Canadian government and public sector organizations. As a part of the CSTS team, you will be actively engaged with customer's engineering and operations teams well as a variety of Cisco stakeholders: service delivery, service sales, customer account teams, and product engineering teams. You will build strong relationships with the customer to develop as a trusted technical resource. The Cisco HTTS Collaboration team works on complex, challenging issues with some of Cisco's top customers. It's a great opportunity to master the latest technology and products, while working with a technically diverse and supportive team. Grow your skills in a dynamic, team-oriented environment and join some of the industry's brightest minds in deploying and supporting today's most advanced Internet technologies.
Who You Are:
Minimum Qualifications:
Skills/Competencies:
Desired Qualifications:
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