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Cisco Designated Service Manager in Richardson, Texas

The Business Entity The Cisco Customer Experience Organization provides world-class support for customers & partners around the globe. Your opportunity to impact the Security, health and performance of networks and systems that surround us all are limitless. Career growth options will be BOLD, as we realize our vision to become the #1 IT Company in the world. Make an impact with us! The Team Customer Experience Organization seeks a Designated Service Manager with expertise in Security Technology to join a cross functional team and take a leadership role in delivering technical onboarding & adoption services and provide proactive life-cycle support. Role & Responsibilities In this role, you will be responsible for providing technical assistance to customers & partners and help them overcome technical barriers that they might experience as they deploy and use our products. Typically reports to Manager, Customer Support. The Designated Service Manager (DSM) has the skills of a seasoned, experienced professional with a full understanding of industry practices and company policies and procedures and resolves a wide range of issues in imaginative as well as practical ways such as network configurations problems, and assistance with complex product configurations, performance tuning and optimization, troubleshooting delivery/connectivity issues and training the customer on unfamiliar features. Core Deliverables: · Provides Adoption support · Provides Implementation advising and assistance · Provide Proactive Product Assistance · Provides Integration and Change Management assistance · Provides assistance with Deployment Readiness and Planning · Provides Migration and Upgrade Assistance · Provides Solution Audits and Tune-Ups · Provides Health Check and Progress Reviews · Provides Best Practice consultation · Provides Incident Management and Escalation Support · Provides full-onboarding program for new customer helpdesks and IT teams · Provides customized configuration support Required Product Knowledge and Technical Skills: · Strong networking knowledge · In-depth understanding of the Network Monitoring tools/solutions and Telemetry Exporters - Netflow/sFlow, Syslog, SNMP Trap, VPNFlowlog · Knowledge of Cisco cloud services - Stealthwatch-Cloud, CDO, CTR, Cognitive, SSE · Witting technical documents for the WSAs/SMAs · Troubleshooting experience and solving network issues of high complexity. · Effectively utilizes complex lab setups to mitigate the customers environment and solve problems. · Creates and correct defect reports in area of expertise pertaining our customers. · Network Security Technologies Required Soft Skills: · Ability to handle critical customer issues/problems. · Able to determine problems and deliver known solutions with a high level of customer satisfaction. · Ability to determine root cause and resolution for previously unknown problems. · Works on problems of moderate to wide scope and moderate to high complexity where analysis of situations or data requires a review of identifiable factors. · Exercises judgment within defined procedures to determine appropriate action. · Good verbal communication skills. · Interacts across TAC teams and development teams at peer level. · Ability to work effectively with and provide guidance to other members of the work group. · Promotes and solicits ideas within project team(s). · Receives minimal supervision. · Receives no instruction on routine work and general instruction on new assignments. · Ability to analyze, use and configure small to medium networks. · Proven crisis management skills. · Works on problems of diverse scope where analysis requires evaluation of identifiable factors. · Applies known solutions to solve problems. · Typically interfaces with account teams, customer success managers, TAC/AS and BE. Minimum Qualifications The ideal candidate demonstrates an aptitude and appetite for learning new technologies, evidenced by the ability to expand upon core knowledge. This is a great opportunity for someone with patience and an empathetic view of the customer to hone their skills and advance their career providing value to customers while working with an industry leader in networking technology. · Working knowledge of Security industry, products and services. · Minimum 2 years of experience of directly supporting customer · 3+ years of proven experience installing, configuring, monitoring, and troubleshooting network security solutions and related technologies with specialization in FirePower FTD/FMC, NGFW, Stealthwatch, Cloud Security, CDO, SaaS · Typically requires BS in a technical field (CS/EE preferred) or equivalent plus 3 to 5 years related experience. Desired Skills · Advance Malware Protection (AMP) for endpoints · Identity Services Engine (ISE) - Stealthwatch - network visibility and protection (SWC) · Bachelor's degree (or equivalent experience) required or CCIE is desired · Suggested Certifications: Cloud Practitioner, CCNA / CCNP / CCDP/ CCIE, Cisco Certified Success Specialist, CISM, CISSP.

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