Job description:

Specific to the role of Cisco Collaboration - 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 cross-functional 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 andor customers via presentations or documentation Act as Subject Matter Expert for Collaboration technology Create Methods of Procedure (MOP) and action plans for post-sales 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 on-call 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

• To troubleshoot and resolve critical and complex tickets.
• To create the root cause analysis for critical issuesorfaults (hands on working).
• To implement any necessary preventive measures to reduce future defects.
• To provide technical assistance to the team members in resolving customer issues.
• To execute continuous improvement activities and to improve the team s performance.