Data Management Lead

2 weeks ago

Ottawa ON, Canada Cisco Full time

Requirements:
*** The successful applicant will be performing work in Canadian Critical National Infrastructure and / or Canadian government classified environments, and therefore, must be a Canadian Citizen or Permanent Resident. This position may also perform work that the Canadian government has specified can only be performed in country by a Canadian citizen. Government of Canada SECRET Level clearance is desired or the successful applicant must be able to obtain a Canadian Government Security Clearance ***
What You’ll Do:
# Provide 2nd and 3rd Tier consultation/troubleshooting to debug broad, complex unique network topologies with mixed media protocols to Large Enterprise Cisco customers on voice and video technologies.
# Work as part of a collaborative cross-functional team to provide support to customers during critical network issues as well as managing a case load of criticality issues.
# Drive customer satisfaction and strive for total customer success. Identify, document, and resolve issues reported by customers.
# Solve problems of diverse scope and complexity where the problem analysis requires further evaluation of various factors and correlation of data.
# Provide systems/product training to customers, and contribute towards building a knowledge base for customer support and internal partners.
# Interact across other High Touch Technical Services teams and development teams at peer level.
# Lead problem resolution efforts with internal stakeholders including: HTOM, HTE, TAC, and product engineering.

Who You’ll Work With:
Cisco Canada’s government and public sector customers receive personalized services from a dedicated team of engineers as part of the Canadian Secure Technical Support (CSTS) services team. As part of the Cisco Canada Customer Experience organization (CX), the CSTS team provides leading-edge technical support services to meet the needs of Canadian government and public sector organizations. As a part of the CSTS team, you will be actively engaged with customer’s engineering and operations teams well as a variety of Cisco stakeholders: service delivery, service sales, customer account teams, and product engineering teams. You will build strong relationships with the customer to develop as a trusted technical resource. The Cisco HTTS Collaboration team works on complex, challenging issues with some of Cisco's top customers. It's a great opportunity to master the latest technology and products, while working with a technically diverse and supportive team. Grow your skills in a dynamic, team-oriented environment and join some of the industry's brightest minds in deploying and supporting today's most advanced Internet technologies.
Who You Are:
Minimum Qualifications:
Canadian Citizenship OR Permanent Resident with ability to obtain a Canadian Government Security Clearance.
Live in Ottawa, Canada or willing to relocate.
Problem-solving & troubleshooting methodology.
Strong communication skills - facilitation / conflict management.
Ability to think and operate independently in a highly collaborative working environment, especially when working remotely and with remote colleagues.
A team player focused on customer success.
BS in a technical field (CS/EE preferred) or equivalent with 10+ years of relevant experience.
Skills/Competencies:
Experience in Cisco Voice and Video solutions.
Added advantage if you know Video - Cisco Telepresence endpoints, Cisco Conferencing solution for telepresence, Telepresence Management Suit, Video Communication Server, Cisco Expressway series, MRA, Spark enabled endpoint.
Expertise in troubleshooting Voice technologies.
Excellent knowledge of Cisco collaboration suite.
Customer facing experience is mandatory.
Good communication skills and ability to convince and build interpersonal relationships.
Ability to work with a cross-functional and geographically diverse team is expected.
Solve problems creatively and multitask in a fast-paced and rapidly evolving environment.
Ability to Assertively communicate and demonstrate Technical Leadership on Troubleshooting scenarios, especially over WebEx / telephonic customer conversations.
Professional or Expert Level network certification (CCNP, CCIE) or equivalent technical/networking knowledge is preferred.
Experience in following Technologies: Cisco Unity Connection, Cisco Unified Communications Manager (CUCM), IM and Presence, Cisco Jabber, Cisco Unity Express, Gateway, CUBE, CUSP, VXML, IP Phone.
Desired Qualifications:
Bilingual Fluency (Canadian French & English).
Previous experience with incident management, reactive support, operations, or troubleshooting complex technical problems is an advantage.
Experience in Routing and Switching is a plus.
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