- Improve relationship with customer to understand in a better way their network to provide quicker and more effective results to their requests.
- Customer-specific designated support at network level.
- Possess detailed knowledge of customer network, critical sites, operating procedures as agreed upon with customer.
- Established rapport with customer personnel.
- Escalation support for critical network outages and complex network issues.
- Established Technical Relationship to support customer network operations.
- On-site visits.
- Able to assist in maintenance window coverage.
- Regular scheduled review of open Service Requests working with Cisco TAC engineer to achieve a faster resolution.
- Holistic technical management of recurring network problems.
- Enhanced service delivery capability through broad understanding of customer's operational needs and integration with assigned Cisco Services team.
- Improve communication with other functional groups within Technical Services and Sales team to focus on customer success.
Requirements:
- CCIE Security with 5 years of security project and/or support experience in ENT or SP segment
- Able to manage troubleshooting effectively and serve as a technical advisor to clients
- Possess strong communication and client facing skills
- Able to work on operational issues 24x7 during S1/2 cases
