Service Reliability Engineer

4 days ago

Durham, North Carolina, United States Cisco Full time
Job Summary

We are seeking a highly skilled Service Reliability Engineer to join our team at Cisco. As a key member of our Webex UCCE Proactive Management team, you will be responsible for owning, investigating, and solving complex technical issues in support of our enterprise clients.

Key Responsibilities
  • Analyze incident and change tickets to identify gaps or problems and assist in high-level troubleshooting on all Incident tickets escalated Proactive mgmt.
  • Develop plans to mitigate problems in the DI organization and coordinate and implement plans across the organization to ensure programs are implemented.
  • Identify Risks in the environment, document Risks, develop solutions to Risks, and work with teams to implement mitigations.
  • Mentor and train junior engineers and drive for continuous learning, results orientation, and partnership.
  • Maintain Service reliability across all technologies but primarily infrastructure and serve as a Point of contact for High-level customer or internal critical issues.
  • Document and communicate technical solutions effectively to both technical and non-technical audiences and deliver weekly and monthly reports on Service Reliability to leadership.
Requirements
  • Bachelor's degree in a technical field (CS/EE preferred) or equivalent plus 7+ years related experience.
  • Expert knowledge of VMware, Cisco Hyperflex, Cisco UCS, and Storage solutions.
  • Solid Networking industry experience and knowledge of products and protocols.
  • Familiarity with virtualization and container environments (VMware, Microsoft, Kubernetes) and technical exposure to integrating ACI with virtualization platforms through VMM integration.
  • ITIL Foundation level knowledge and/or certification.
  • Ability to handle critical customer issues/problems and deliver known solutions with a high level of customer happiness.
Desired Skills
  • Understanding of Webex Contact Center Enterprise and Webex Technologies like Webex Hybrid, Webex Calling, Webex Meeting, Webex Teams.
  • Demonstrated ability to participate/lead projects independently, ensuring delivery of intended goals.
  • Understanding of various logs and traces from Collaboration products CUCM, CUC, CUCM IM&P, gateways, Expressways.
  • Deep technical experience in datacenter, cloud, and virtualization technologies.
  • Experience with scripting and automation (Python, Ansible, etc.).
Why Cisco?

Cisco is a leader in the technology industry, and we are committed to innovation, inclusivity, and equality. We believe in the power of diversity and strive to create a workplace where everyone feels valued and respected. If you are passionate about technology and making a difference in the world, we encourage you to apply for this exciting opportunity.

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