Job Responsibilities
- Act as single point of contact for operational issues. Coordinate technical issues and
customer needs.
- Represent customer needs to Cisco post-sales support teams and applicable organizations.
Monitor incidences to ensure timely resolution. Follow up on open action items and cases
to ensure commitments are met.
- Monitor cases to ensure timely resolution (weekly). Follow up on open action items and
cases to ensure commitments are met.
- Provide customers with timely updates on escalated issues.
- Hands-on involvement with customer to quickly resolve customer's network and security
issues
- Supervise the daily working of customer and network trouble tickets
- Communicate and coordinate network/security maintenance and schedules.
- Coordinate and conduct weekly, monthly, and quarterly meetings to provide and present
reports to customers with analysis of customers support needs.
- Monitor and maintain overall network stability. Create, maintain, and enforce all processes
and procedures
- Provide leadership to the team while focusing on their efforts as per the objectives.
- Work closely with other departments to implement cross discipline synergies
Experience Requirement
- Attention to detail and strong soft skills are required.
- Basic understanding of Cisco product and solutions, project management and understanding
of business concepts.
- Basic understanding of Cisco product and solutions, project management and understanding
of business concepts.
- Understanding of pertinent software applications used for reporting and researching.
- Attention to detail a must.
- Expertise on MS Excel and Power-point.
- Self-starter and Ownership behavior
- Mix of broad networking knowledge and specific area expertise, as well as excellent Customer
Relationship skills, capable of building solid, long-term relationships with customers.
Qualifications And Certification Requirements
- Graduate in engineering/Science from reputed university with minimum 10 years of
experience, at least 5 years of work experience is required on Cisco product and technologies.
- ITIL foundation certification and knowledge
- CCNP R&S/SP desired, CCNA Certification is MUST.
Skills: security,cisco,customer,skills,management,concepts,project management
