Who You'll Work with?

The Business Entity

The Cisco Software Support Services group provides world-class support to customers around the globe. Your opportunity to impact the health and performance of networks and systems that surround us all are limitless. Career growth options will be BOLD, as we realize our vision to become the #1 IT Company in the world. Make an impact with us!

The Team
Customer Experience – Software Support Services Organization seeks a Designated Service Manager

Join this exciting, global team providing Software Support to Commercial and Enterprise-level Cloud and On-Prem Services. Here, you will be working with new technologies in a fast-paced environment. In this critical customer facing role, you will provide proactive support for voice, video and data conferencing solutions including Webex Meetings, Webex Teams, Webex Calling, and Jabber, as well as Unified Communications technology.

Role & Responsibilities
The Designated Service Manager (DSM) is the Technical Expert for Software Support Services (SW Premium Support) that provides technical onboarding, technical adoption, incident management, change management, escalation management, and quarterly reviews. The DSM also provides proactive support associated with integrating the Application Software into the Customer’s IT environment, and ongoing guidance to Customer’s help desk personnel in providing internal support.

Core Deliverables:

• Provides Jumpstart services
• Provides Implementation advising and assistance
• Provide Proactive Product Assistance
• Provides Integration and Change Management assistance
• Aids with Deployment Readiness and Planning
• Provides Migration and Upgrade Assistance
• Provides Solution Audits and Tune-Ups
• Provides Health Check and Progress Reviews
• Provides Best Practice consultation
• Provides Incident Management and Escalation Support
• Provides full-onboarding program for new customer helpdesks and IT teams
• Provides customized configuration support

Who You Are?

The ideal candidate demonstrates an aptitude and appetite for learning new technologies, evidenced by the ability to expand upon core knowledge. This is a great opportunity for someone with patience and an empathetic view of the customer to hone their skills and advance their career providing value to customers while working with an industry leader in networking technology.

Required Product Knowledge and Technical Skills:

• Cisco WebEx Meetings, WebEx Teams, WebEx Devices (Room Kits, Boards), Jabber, On-Prem solutions
• UNIX system administrator skills
• Soft Skills
• Strong analytical and troubleshooting skills.
• Ability to handle critical customer issues/problems
• Able to determine problems and deliver known solutions with a high level of customer satisfaction.
• Ability to determine root cause and resolution for previously unknown problems.
• Works on problems of moderate to wide scope and moderate to high complexity where analysis of situations or data requires a review of identifiable factors.
• Exercises judgment within defined procedures to determine appropriate action.
• Good verbal communication skills.
• Interacts across TAC teams and development teams at peer level.
• Ability to work effectively with and provide guidance to other members of the work group.
• Promotes and solicits ideas within project team(s).
• Receives minimal supervision.
• Receives no instruction on routine work and general instruction on new assignments.
• Ability to analyze, use and configure small to medium networks.
• Proven crisis management skills.
• Works on problems of diverse scope where analysis requires evaluation of identifiable factors.
• Applies known solutions to solve problems.
• Typically interfaces with account teams, customer success managers, TAC/AS and BE.

Minimum Qualifications

The ideal candidate demonstrates an aptitude and appetite for learning new technologies, evidenced by the ability to expand upon core knowledge. This is a great opportunity for someone with patience and an empathetic view of the customer to hone their skills and advance their career providing value to customers while working with an industry leader in networking technology.

• Minimum 4-8 years of experience designing, deploying, configuring, supporting, trouble shooting, debugging, and administering Security Products.
• Microsoft Exchange, Office 365, or comparable email server technologies

Typically requires BS in a technical field (CS/EE preferred) or equivalent plus 2 to 5 years related experience.

Desired Qualification

Bachelor's degree (or equivalent experience) is required

CCNA desired

CCIE Added advantage

We Are Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Here’s how we do it.

We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (30 years strong!) and only about hardware, but we’re also a software company. And a security company. An AI/Machine Learning company. We even invented an intuitive network that adapts, predicts, learns, and protects. No other company can do what we do – you can’t put us in a box!

But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, we give our egos a break and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take bold steps, and we take difference to heart. Because without diversity of thought and a commitment to equality for all, there is no moving forward.

So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool.