Job Description:
CX HTE is a critical customer-facing role and leading customers’ business outcomes across and maximizing customer loyalty, satisfaction through Cisco services technical delivery’s value proposition. We are seeking a HTE to work with designated high-demand customers ensuring they receive premium-level technical support services. As the liaison between the customer and Cisco support organization, you will track everyone and everything that touches the Cisco technical services, driving improvements and ensuring excellence at every phase of assigned technology lifecycle management. With significant exposure both internally and externally, you will have the opportunity to make a difference in customer experience. As technical representation for Cisco Customer Experience (CX) Services in front of our clients, the candidate will be expected to have solid technical acumen in Service Provider’s Optical technology. The team holds accountability to work with other cross-functional teams to achieve key performance indicators.
HTEs must possess an ability to assess the criticality of situations and determine the optimal path to resolution. Excellent communication skills are warranted for communicating directly with customers and partners during high severity issues. The role calls for data review and trend analysis identifying the wholistic problems in customer environments to strengthen the customers network with proactive solution suggestions and analytics.
The Team
Global CXC Expert care is a team of elite technical experts whose #1 focus is to help customers plan, design, deploy and operate their networks effectively while delivering the best possible customer experience. Our success is validated through exceptional financial results, growing customer happiness metrics, industry recognition, and employee happiness scores. The team is group of highly skilled, dynamic, diverse, and hardworking engineers who go above and beyond in assisting not just the customer but also their teammates and peers. “Work hard, play harder” is the motto of the team.
Key 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.
Skills/Experience:
- 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).
