Infrastructure Support Specialist

hace 1 día

Xico, México Cisco A tiempo completo
About the Role

Cisco is seeking a highly skilled and motivated individual to join our team as an Infrastructure Support Engineer. As a key member of our Collaboration Technology Group, you will be responsible for the upkeep and lifecycle management of the underlying Network, Compute, and Storage infrastructure that supports our Webex solution.

Key Responsibilities
  • Ensure 24/7 availability of the production environment and daily operations.
  • Assist in the root cause analysis process and help with remediation of major issues.
  • Ability to assist in a support capacity with problem and incident resolution and assume incident and problem ownership and accountability.
  • Recreate Customer Issues for Technical Troubleshooting in the Operate Lab.
  • Assist with issues related to firmware and report issues and suggest enhancements.
  • A basic understanding of the ITIL framework and its application in a production environment.
  • Troubleshoot & resolve the incidents and problem tickets within SLA/SLO.
  • Work with senior technical resources on complex issues and major incidents resolution.
  • Develop and maintain a working knowledge of existing and new technologies and be able to tie the design and implementation of infrastructure to the managed components.
  • Work with technical leaders to understand products and project requirements.
  • Take ownership and accountability expectations in managing cases and customer situations.
  • Serve as first point of escalation on all incidents.
Requirements
  • Good knowledge on VMware, Cisco UCS, and Storage solutions.
  • Good knowledge about Nexus devices and Hyperflex solutions.
  • Technical knowledge of the following areas: Data Centre Networking and Data Centre Products.
  • You should have experience in Networking industry experience and knowledge of products and protocols.
  • Experience in administration and troubleshooting of mixed environment (physical and virtual servers).
  • Technical knowledge and experience in overlay technologies VXLAN, BGP EVPN, ACI, etc.
  • Technical knowledge about Cisco ACI, SDN, NFV products and Cisco Cloud product portfolios, but not limited to Cisco InterSight, Cloud Centre, Cisco UCS Director, and Cisco Programmable Network Portfolio using DCNM.
  • Good knowledge and experience with virtualization and container environments (VMware vSphere suite) and have technical exposure in integrating ACI with virtualization platforms through VMM integration.
  • Basic knowledge and understanding on L2 / L3 networking protocols and technologies (VPC, STP, HSRP, OSPF, EIGRP, BGP).
  • Basic understanding of ITIL framework (Event, Incident, Change, Service Request & Problem Management).
  • Good analytical and troubleshooting skills with an initiative to drive problems to resolution.
Preferred Qualifications
  • CCNP DataCenter / CCNP Routing & Switching certification is a plus.
  • Certification on any Virtualization platform is a plus.
  • Experience with scripting and automation (Python, Ansible, etc.).
  • Prior working experience in Managed Services environment.
  • A strong understanding of the ITIL framework and its application in a production environment is preferable.
About Cisco

Cisco is a global leader in technology that connects everything, people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple-haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers. We Are Cisco.

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