Job Description

Incident Engineer Tier III responsibilities may include:

• Manage issues by setting expectations and meeting or exceeding those expectations to achieve the highest level of customer satisfaction
• Take ownership of complex incidents
• Accept technical escalations from lower support tiers
• Provide remote troubleshooting support and perform analysis in large complex networks with mixed media and protocols
• Utilize complex lab setups to duplicate and solve problems and validate planned changes to software and hardware design
• Support and collaborate with the crossfunctional teams to resolve major customer issues
• Engage TAC / BU as required to resolve complex technical issues
• Strive for continuous learning result orientated and teamwork
• Develop expertise in specific areas (i.e. technology product)
• Mentor colleagues and/or customers via presentations or documentation
• Act as Subject Matter Expert for Collaboration technology
• Create Methods of Procedure (MOP) and action plans for postsales projects
• Perform ad hoc analyses and tasks as assigned
• Submit complete and correct product defect reports in area of expertise
• Provide systems/product training both internally and externally while contributing to Cisco intellectual property efforts
• Act as a focal point for high impact large account incident resolution
• Assist as needed with Change and Problem which could involve the planning approving and implementation of changes
• Assist as needed with Problem Management which may include analyzing data for root cause analysis
• Participate in daytime and night/weekend oncall rotation as required
• Assist with design recommendations for the customer and engineering team as needed
• Assist with deploying software in customer environments as needed
• Assist with miscellaneous team management duties as needed

Required Skillsets:

• In DepthKnowledge of Cisco IP telephony Network Infrastructure.
• In DepthKnowledge of voice protocols SIP MGCP H.323 SCCP ISDN
• Good understanding of various logs and traces from Collaboration products CUCM CUC CUCM IM&P gateways.
• Expert level of understanding of the following Cisco Unified Communication Products:
  • CUCM
  • CUC
  • CUCM IM&P
  • SME
  • Expressways E/C VCS
  • Cisco Voice Gateways (ISR ASR Analog VG CUBEs SBC)
• In DepthKnowledge of the following Cisco Unified Communication features / components:
  • Database replication
  • High Availability and redundancy
  • Clustering
  • EM / EMCC
  • MRA
  • ILS Clustering
  • Dialplans
  • Media (MTP XCODE CFB etc)
• In DepthKnowledge of collaboration endpoints: IP Phones CIPC Jabber
• Ability to troubleshoot complex collaboration solutions covering multiple products and features under time pressure and drive incidents towards resolution
• Able to identify problems acquire ownership and deliver solutions at a high level of customer satisfaction.
• Excellent written and verbal communication interpersonal and presentation skills.
• Proven crisis management and leadership skills
• Proven planning prioritization and organization skills
• ITIL Foundation level knowledge
• At least 5 years of experience working with Collaboration Solutions

Desired Skills

• Preference for Cisco Certification: CCNP Collaboration CCIE Collaboration.
• Other technology or product knowledge experience or certifications in the following areas are a plus: Security Routing Switching Programming skills (shell scripting python)
• Preference for prior scripting python and/or Linux experience highly desired
• Data Center technologies including storage virtualization (VMWare) and Ciscos Unified Computing System (UCS)
• Understanding of Cloud and Automation technologies like Ansible OpenFlow NetFlow
• Understanding of Webex Technologies like Webex Hybrid Webex Calling Webex Meeting Webex Teams

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