• Be the focal point for customer, and first customer concern resource for CSE (Customer Support Engineer) on reactive technical issues on assigned high impact, key engagement(s).
• Participates in weekly SR review calls organized by HTOM (High Touch Operation Manager).
• Fixes, collaborates and follows up with TAC/HTTS (High Touch Technical Engineer)/CSEs to ensure timely resolution on service requests.
• Shares knowledge with customer related to problem solving (teach how to fish).
• Be the conduit between customer and other Cisco entities, e.g. CSE/ HTTS, BU (Business Unit), DE (Development engineering), NCE (Network Consulting Engineer), Partner concern etc and work hand in hand with them for faster issue resolution.
• Leads RCA (Root Cause Analysis) effort, and as well as documentation & and presentation of the same to customer
• Drive recreates in CALO Lab. Covers maintenance windows or any other pre-planned off-hours network activity. Provides technical, product and protocol level trainings to customer and HTTS teams as needs arise. Covers maintenance windows or any other pre-planned off-hours network activity.
• Develop expertise in specific areas and customer deployment (i.e. technology, product). Transfer this skill in order to mentor colleagues and/or customers via presentations or documentation (technical tips, etc...)
• Handle issues/customers by setting expectations and meeting/exceeding those expectations to achieve the highest level of customer satisfaction
Qualifications:
• May require some travel to customer locations in this role
• Fluent in English in both written and oral form.
• Expert in Linux base Operating Systems.
• Expert in Cloud and Virtual infrastructure.
• Expert in CVIM (Cisco Virtualized Infrastructure Manager) product.
• Capable of controlling and leading technical discussions.
• Capable of lead the escalation incident from technical front.
• Capable of providing technical guidance for support engineers in troubleshooting directions.
• Experience in support Telcom Service Provider clients
Millennium Technology Services (MTS), headquartered in Singapore, is a global provider of world-class business solutions and IT services. With a strong focus on serving multinational corporations, MTS caters to over 90 Fortune 500 clients across the globe. Our commitment extends to 15 countries, where we operate through 24 business entities. While our primary emphasis lies in Asia and the ASEAN region, we collaborate with partners in Europe, the Middle East, and the United States.
At MTS, we offer a comprehensive suite of services designed to empower enterprises. Our key service offerings include:
1. Infrastructure as a Service (IaaS): We provide robust and scalable infrastructure solutions, enabling organizations to optimize their technology resources.
2. Security as a Service (SECaaS): MTS ensures the safety and integrity of critical data through cutting-edge security services.
3. Storage as a Service (STaaS): Our storage solutions enhance data management and accessibility.
4. Unified Communications as a Service (UCaaS): We facilitate seamless communication and collaboration across geographies.
5. Contact Center as a Service (CCaaS): MTS delivers efficient and customer-centric contact center solutions.
Our expertise spans various industries, with a strong foothold in Banking, Financial Services, and Insurance (BFSI), Automotive, and Healthcare sectors. As a socially responsible employer, MTS boasts a team of over 500 highly talented professionals, guided by a world-class multinational executive leadership team. Visit our website at MTS Cloud to explore how we drive innovation and value for enterprises worldwide12.
