HCS Services Engineer

  • Location:
    RTP, North Carolina, US
  • Area of Interest
    Engineer - Software
  • Job Type
    Professional
  • Technology Interest
    Big Data, Analytics, Cloud and Data Center, Collaboration, Video, Internet of Everything, Networking, Security, Service Provider, Software Development, Testing, Wireless, Mobility
  • Job Id
    1208150
New
Who You'll Work With:
Cisco is building the world's largest global Cloud together with its partners! This is your opportunity to change the way the world works, lives, plays, and learns. We made the Internet what it is today. First, we focused on creating connectivity. Now, we're entering an era where we are creating unprecedented value by providing a superior Unified Communications experience for our partners and their customers.

Who You Are:
The Services Engineering team is responsible for the design and implementation of operational tools and automation to support the systems development life cycle and service assurance for Cisco's Cloud Collaboration for Unified Communications infrastructure and application suite.

What You'll Do:
In this role you will work in a fast-paced work environment to deploy Collaboration Solutions in full-scale production including, but not limited to, the following responsibilities:
* Collaborate across Cisco product teams to define and deploy production level operational procedures and tools to support the delivery, maintenance, and continuous enhancement of Cisco's collaboration offerings
* Procedures and Operations supporting Information Systems Security
* Provide RCA for UCaaS faults to Design and develop new support services using the latest technology to ensure availability, reliability, performance, scalability, and Security in production by utilizing and enhancing Cisco's existing tool set through strong command of available API's and use of tooling automation.
* Design and develop testing procedures for change and configuration management in the production environments
* Act as an escalation point between the SOC and engineering to help identify and troubleshoot service problems
* Integrate product management API's and utilities and configuration support tools to provide efficient maintenance, troubleshooting, and preemptive system enhancements.
* Provide technical input in reviewing architecture, policies and procedures to ensure that security, backup, failover, alerting, capacity planning and disaster recovery mechanisms are in place.
* Integrate product management API's and utilities and configuration support tools to provide efficient maintenance, troubleshooting, and preemptive system enhancements.
* Produce high quality systems documents
* Collaborate across the Services Engineering thought leaders. Adopt and recommend procedures to ensure cross-team growth.

* BS/CS/ or equivalent degree plus 5 years of Service Engineering experience, including demonstrated experience in:
* configuration, operation, and support of Cisco's Unified Communications application suite
* designing the monitor and control procedures for newly deployed feature sets
* tools and procedures for issue triage, RCA, and escalation management
* Agile development environment and/or interfacing with Agile teams
* support methodologies in a Cloud computing environment
* Experience with virtualization - VMware preferred
* working with readiness teams to ensure technical support preparedness for major changes and maintenance.
* being a key participant in the recruitment and interviewing process for new engineering staff
* common Internet/Web and Platform/Language technologies (Java, Python, REST, etc)

Non-Technical Requirements:
* Work on geographically distributed teams
* Understand IT processes, including architecture, design, implementation, and operations
* Excellent communicator
* Self-motivated, able and willing to help where help is needed
* Able to build relationships, be culturally sensitive, have goal alignment, have learning agility
* Working up to 15% off-shift hours in order to maintain best-in-class customer service
* Be innovative, Be Pro-active.
* US Citizenship required