Act as a technical focal point for network problem resolution. Troubleshoot and resolve customer network problems across a broad range of technologies. Execute Root Cause Analysis and/or Software Version recommendation/Referral, Bug scrub and potential recommendation (best practices). Build simulated networks in test labs to resolve highly complex problems.
Document, propose, and present architecture recommendations in complex environments. Measure and analyse operating system, application, and hardware metrics to understand system performance and growth characteristics. Understand customer business practices and how they affect architecture
Successfully manage customer relationship. Support service delivery on accounts under his/her responsibility. Generate reusable Intellectual Capital in the form of standard customer deliverables. Question the way of working and suggest improvements.
Attend regular customer calls to provide technical perspective of pending critical issues and to discuss/drive next technical priorities. Quarterly review attendance and presentation of HTE related material. Provide remote or onsite deployment support. When appropriate act as Lead Engineer for HTTS and TAC when driving customers escalated or reoccurring reactive issues to resolution.
Interfaces and works closely with others in a team environment to achieve common goals
Technical Escalation point of contact for moderate to complex network problems. Be a Cisco architecture reference