High Touch Engineer

Responsibilities:

The HTE delivers the technologies, solutions and services which customers need to expertly manage their networks.

In this role, you will be Cisco's face to the customer, working in a fast-paced, high-impact environment as a visible contributor delivering on our commitments.

You need to be a creative problem solver, comfortable with challenging the status quo and rapidly responding to escalated issues.

Provide problem root-cause analysis at the network infrastructure and application level and produce detailed technical reports that include root cause, next steps, and recommendations for corrective and preventive actions.

Review, analyze trends and assist in providing quarterly reports detailing corrective action plans planned for the next quarter.

Shorten the time to resolution during complex situations by using knowledge of the customer network and their operations.

Leverage industry best practices and detailed understanding of the customer's infrastructure.

Setting up weekly cadences to review technical issues.

Review historic customer data to identify trends and enable problem management

Handle multiple customers for aforementioned needs remotely or onsite.

Provide technical training to customers to upskill their operation's team.

To support business HTE's may be required to work in shifts/On-call model.

Minimum Qualifications:

Broad technical knowledge of the data center and its components: Applications, Storage, Network, Server and projects surrounding their planning, design, implementation, operation, and optimization.

Hands on experience with Cisco UCS server infrastructure (blade and rack servers), Cisco UCS Manager (UCSM) and UCS Central for centralized management.

Work on virtualization platforms (VMware, Hyper-V, or KVM) running on Cisco compute hardware.

Implement service profiles, policies, and templates for consistent compute provisioning.

Hands-on experience with Cisco Hyperflex configuration and management.

Working knowledge and support experience of Nutanix ( Good to have ).

Must have knowledge of Data Center Networking and various Cisco components (NEXUS, UCS, etc.) that can deliver these capabilities.

Data Center Layer 2/3 overlays for example VXLAN, OTV, EVPN, LISP, etc. ( Good to have ).

Routing Protocols and features for example OSPF, ISIS, MBGP, IBGP, PBR, BFD

Policy driven External Fabric Connectivity for example L2/L3 connectivity

Examine requirements and provide solutions within the constraints specified. Follows the agile methodology for fast solution delivery, testing, and value realization.

Presentation Skills: Executive level presentation skills, able to communicate complex solutions to non-technical audience successfully to help drive business growth and outcomes.

Basic programming language and should be able to automate tasks leveraging AI where possible.

CCIE DC is preferred.

Typically requires BS in a technical field (CS/EE preferred) or equivalent plus 8 years related experience or MS in a technical field (CS/EE preferred).