**What You'll Do**
In this exciting customer facing role, you will foster strong working partnerships with members of the Cisco Services Delivery team, key customer stakeholders, Cisco Account/Sales team and the broader services organization, and act as the primary technical support person for incident management of critical issues at the network level.
You will be responsible for providing advanced network level services related to reactive issues to Cisco Expert Care accounts.
You will also focus on diagnostics, root cause analysis, as well as, recommendations for preventative measures with the goal to result in a more efficient, reliable customer network.
Core Deliverables are:
1) Network Problem Resolution
- Escalation support and troubleshooting for critical network outages (severity 1 & 2 issues) and complex network issues
- Relaying detailed knowledge of customer network, critical sites, and operational procedures to Cisco support team
2) Root Cause Analysis, at the Network Level
- A recommendation report that includes root cause, next steps, and recommendations for corrective actions in a response to a network incident
3) Training
- Assist with identifying areas where training is needed
4) Quarterly Business Review
- A report on deliverables and activities provided during the immediate past timeframe, corrective action plans, & other actions planned for the next quarter
- Informal knowledge transfer sessions to augment troubleshooting skills by providing Cisco product training & best practices review
**Who'll You'll Work With**
The Global Enterprise Service Delivery Team is focused on helping to drive new opportunities for Cisco and it's transforming our clients' businesses worldwide. Today, we are building high performing teams that are tightly engaged with our clients, understand their business imperatives and can orchestrate the execution of our services to meet our clients business needs. As a team, we will collaborate with like-minded innovators in a fun and flexible culture that has earned Cisco global recognition as a Great Place To Work.
**Who You Are**
Do you have a Service Excellence Attitude to ensure customer success? Are you able to collaborate across Cisco and work with our customers to achieve your goals? Do you have the passion and demonstrated ability to learn and work in a multicultural team environment to be successful in this position? If so, our minimum requirements for this role are:
- Bachelor's degree in engineering (Telecommunications Engineering, Computer Science, Electrical Engineering)
- Cisco Certification: Must have CCIE Security
- 5+ yrs direct customer support experience in Security technologies
- Strong analytical and troubleshooting skills
- Proven crisis management skills
- Strong written and verbal communication skills
**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. We Are Cisco.
U.S. employees have **access** to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.
Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:
.75% of incentive target for each 1% of revenue attainment up to 50% of quota;
1.5% of incentive target for each 1% of attainment between 50% and 75%;
1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.
For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.
