CMS Complex Service Request Engineer

CMS Complex Service Request Engineer

LOCATION:
Krakow, Poland

ALTERNATE LOCATION
Lisbon, Portugal

AREA OF INTEREST
Engineer – Network

JOB TYPE
Professional

TECHNOLOGY INTEREST
Networking

JOB ID
1407617

What You’ll Do

All CMS team members are encouraged to contribute 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
• Be accountable for following established team processes
• Understand ITIL framework (Event, Incident, Change, Service Request & Problem Management)
• Collaborate with peers and multi-functional teams
• Maintain knowledge and skill levels required to perform the role effectively
• Participate in regular synch ups with the team and team leadership
• Actively share and develop innovation and automation for continued improvement wherever possible

Specific to the role of Complex Service Request Engineer, responsibilities may include:

• Ensure accurate execution of detailed and approved requests in customers’ production environments
• Adhere to and enforce Organisational Change processes and policies of Cisco and its customers
• Support Change Managers with technical input on Change Advisory Board (CAB) meetings, whether internal and external
• Take all appropriate steps to reduce the risk of impact on customers’ production environment due to the execution of approved changes
• Validate service request execution process prior to production implementation
• Conduct post-change QA testing to validate successful service request completion and to reduce the risk of service impacting events resulting from the change.
• Serve as the first point of escalation for failed service requests/changes; conduct change backouts to the point of pre-change baseline
• Provide continual communication to stakeholders before, during, and after execution of approved service requests

Whom You’ll Work With

Cisco Managed Services teams deliver IT managed services (namely Incident, Problem, Service Request, and Change Management) for diverse and sophisticated customer networks around the globe. CMS engages with customers via inbound and outbound audio and video calls, email, web platforms, and/or remote access sessions to customer equipment. We are a large group of diverse and highly skilled teams who prioritize collaboration with other team members and other teams to deliver premium quality services to our customers.

Who You Are

You are diligent and organized. You work well with others and are truly a teammate. Protecting customer data and customer environments are critical to your work ethic. You have excellent verbal and written communication skills. You are able to see the big picture even when analyzing multiple sophisticated factors under pressure. You have a deep understanding of the fundamentals of Change Management and its paramount importance to the protection of the customer environment.

What You Know

Required Technical Qualifications

• Associate (2-year) or bachelor (4-year) level university degree or equivalent in a technical field
• 5-10 years experience in Managed Services including network operations/technical support role and/or a technical architecture/implementation role
• Deep technical experience in Data Center and Routing & Switching or Service Provider including experience on Cisco products.
• Expertise in Load Balancing & Global/DNS Load Balancing technologies.
• Extensive experience in design and implementations on Citrix Netscaler and software appliances. Cisco ACE or F5 would be an added advantage
• Know-how of L4-L7 Load Balancing NetScaler, Firewall/Security Products
• Experience supporting wireless network infrastructures, including Cisco or other competitive products

Required Professional Qualifications

• Strong written and verbal communication
• Good interpersonal skills
• Prioritize feature work while managing multiple customer commitments
• Work independently with minimal direction
• Good interpersonal and teamwork skills
• Leadership Skills

Preferred Technical Qualifications

In addition to the above required skills, experience in some of the following would be an added advantage

• An expert-level certification like CCIE DC/R&S/SP or equivalent
• Scripting and Automation(Python etc)
• Load balancer solutions, including F5 and Radware.
• SD-WAN(Viptela and Meraki) and SD-A (DNAC)

Why Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Here’s how we do it.

We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (30 years strong!) and only about hardware, but we’re also a software company. And a security company. An AI/Machine Learning company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do – you can’t put us in a box!

But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, we give our egos a break, and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take bold steps, and we take difference to heart. Because without diversity of thought and a commitment to equality for all, there is no moving forward.

So, you have colourful 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! #LI-JS2

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Message to applicants applying to work in the U.S.:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate’s hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

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 pays at the standard rate of 1% of incentive target for each 1% revenue attainment against the quota up to 100%. Once performance exceeds 100% quota attainment, incentive rates may increase up to five times the standard rate 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.

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