Manager - Customer Service Operations (Data Center, ACI , VXLAN, Nexus)

Broad outline of the Role

• Responsible for managing customer queries related to all services and solutions delivered, including diagnosing, and resolving complex technical issues in Cloud and DC domain. The role acts as a conduit between customers and other teams such as engineering, architecture etc. for any issue resolution. This is an operational role, responsible for delivering results that have a direct impact on day-to-day operations and capable of instructing professional or technical staff and reviewing the quality of the work undertaken by these roles.

Purpose - Broad objective of the role

Size and Scope of Role - No. of direct reports

Size and Scope of Role - Total team size

Minimum qualification & experience

• Graduate with 7-9 years of experience (B.TECH / M.TECH BE/ BS)
• Certificartions •    Certifications: CCIE preferred, CCNP is must.Fundamentals of Cisco SD-WAN will be an advantage
• 24*7 operations support

Key Skills 

Provide Planning, Designing, Implementation, Operation and Optimization services to Customers around Cisco Network & Data Center products and related solutions. Establish good relationship with customer management and teams on Data Center Infrastructure areas and future technology.
Solves complex, multi-functional issues that cross many technologies in network, server, virtualization, security, applications, operations, content switching, caching and/or content delivery networks, and security
Applies good analytic process to help bring any issue to resolution
Provides technical support for customers during software and hardware upgrades and Proof of Concepts. Interacts across TAC (Technical Assistance Center) teams, Third party vendors, Cisco Sales and Professional Services, Development and Engineering teams

Other knowledge/skills

Skillset 1

•    Cisco Data Center products (Nexus 9000, Nexus 3000, Nexus 7000/5000, Cisco ACI) – Mandatory
a.    Cisco ASR 9K (IOS XR)
b.    Cisco ASR 1K (IOS/IOS XE)
•    VXLAN, ACI - Mandatory

Skillset 2

•    Experience on Legacy to ACI Migration
•    Knowledge on various DC Architecture (DC-DR, Active-Active DC etc.)
•    Understanding of ACI Multipod, Multisite, PBR will be an advantage. 

Skillset 3

•    Experience with L4-L7- load balancing, firewalls, etc. will be an advantage.
•    Strong knowledge of IP/MPLS

Key Responsibilities

• Technical administration or troubleshooting to ensure the efficient functionality of the solution.
• Incident Validation, Incident Analysis, Solution recommendation
• Assists with the development, revision, and maintenance of Standard Operating Procedures and Working Instructions
• Act as a point of escalation for Level-1 customer service analysts
• Coordinate with IT teams on escalations, tracking, performance issues, and outages.
• Prepare Monthly Executive Summary Reports for managed clients and continuously improve their content and presentation.
• Provide recommendations in tuning and optimization of systems, processes, procedures, and policies.
• Maintain an inventory of the procedures used by the operations team and regularly evaluate the procedures and add, remove, and update the procedures as appropriate.
• Publish weekly reports and monthly reports on customer service operations activity.

Technical Competencies

Knowledge / Skills