Description
Required Skills
- Expert level internetworking troubleshooting in a large-scale network environment.
- Undertake support as designated Advanced Services Consultant for large-scale networks. Must possess strong technical account management skills. Minimum 1 year of experience in high-level support.
- Large-scale network design skills.
- In-depth knowledge of network management, network availability & capacity planning.
- Expert level knowledge and hands-on experience in Cisco Service Provider Routing & Switching Technologies (including IOS-XR) and campus enterprise products
- Experience in Cisco Security Products (including ASA Firewalls)
- Experience in Nexus preferred
- Expert level internetworking troubleshooting in a large-scale network environment.
- Undertake support as designated Advanced Services engineer for large-scale networks. Must possess strong technical account management skills.
- Minimum 1 year of experience in Advanced Services or high-level support.
- Very Strong Consulting and communication skills
- Professional level CCIE R&S or SP required
Common Responsibilities:
- Successfully manages customer relationships
- Supports delivery of service program to major customers.
- Performs analysis of complex network designs.
- Builds simulated networks in test labs to resolve complex problems and compatibility issues.
- Conforms to service delivery of Advanced Services standards.
- Supports delivery of service program to customers.
- Performs analysis of complex network designs.
- Questions ways of working and suggests improvements.
- Provides remote or onsite deployment support.
- Performs analysis and diagnosis of complex networking problems.
- Generates reusable Intellectual Capital in the form of standard customer deliverables.
- May perform customer facing presentations - QBR, Training, TOI.
- May collaborate proactively with other NCE's to ensure optimal use of resources to meet customer needs
- Generates reusable Intellectual Capital in the form of standard customer deliverables.
- Performs analysis and diagnosis of highly complex networking problems.
- Performs analysis of highly complex network designs.
- Builds simulated networks in test labs to resolve highly complex problems and compatibility issues.
- Introduces new ways of working
- Demonstration of products and solutions to customers.
- Ability to sell/present to customers the value of Advanced Services
- Collaborates proactively with other NCE's to ensure optimal use of resources to meet customer needs.
- Contribute to customers knowledge through the delivery of Knowledge Transfer Sessions
Proactive Service & Support:
- Works extensively with clients, Account Team and resources on developing a strategy and the deployment of most complex services and required Network Support Systems
- Assists customer with deployment and strategy of highly complex tools and related Network Management Systems
- Leads design workshop
Reactive Service & Support:
- Assures that the most complex customer network problems across a broad range of technologies are properly and quickly resolved.
- Acts as a focal point for most complex network problem resolution
Preferred Skills:
- Expert knowledge of at least one technology and aiming for expertise in at least one other technology
- Some experience in a leadership role
Experience:
- Typically requires BS, CS, or University degree equivalent plus 5-8 years' experience in network Consulting or telecommunications support environment. Advanced degree is also preferred.
Type and Size of Projects:
- Leads and works on projects that are strategic, of high visibility, and involve highly complex emerging technologies and solutions integration.
- Is size a determinant
- Represents Advanced Services in providing leadership and direction on solutions that maximise the business benefits to the customer
Accountability:
- Accountable to highest levels of senior management to ensure project commitments and Advanced Services deliverables are met.
- Recommends and initiates projects to benefit customers and Advanced Services wide objectives.
Interface & Communication:
- Leads others in a team environment to achieve common goals.
- Provides technical leadership to customers & internal resources.
- Shapes the opinions of key stakeholders (customers, vendors, business partners).
- Resolves problems that have been escalated to the highest level for mission critical implementations.
- Focuses organisations on doing what is best for the customer
- Participates as special beta testers, works with BUs, member of v-technical teams, etc.
Problem Solving:
- Solves complex, cross-functional issues that cross many technologies.
- Can apply good analytic process to any issue to help bring to resolution.
Core competencies:
- Strong understanding of all chosen current technologies and good understanding of emerging technologies.
- Focus on technology and how to use it.
- Proven technical project management skills.
- Strong technical presentation skills to all levels, especially customer senior management.
- Leadership and mentoring skills.
- Ability to influence at senior levels and within customer organisations.