Cisco Principal Network Design Engineer – Quinton (Birmingham) - Hybrid
Responsibilities
* Provide complex support to the Corporate Network project for Cisco ISE, ASA and Umbrella, as well as Network Design and architect responsibilities.
* Act as a single point of contact (Customer Technical Advocate) for the customer and internal stakeholders for Corporate LAN Network, with skills within Cisco ISE, ASA and Umbrella.
* Work as part of a dedicated engineering team providing technical Solutions, Design Architecture and support across modern networks.
* Responding to problems escalated via the NRTS/Highways Technology Service desk/NOC and progressing the issue until closure to the customer's satisfaction, liaising with the NRTS NOC, field O&M/ customers during the life of the open problem, endeavouring to meet customer contractual SLA's/KPIs.
* Updating and documenting Service Requests on a Remedy system
* Participation in a 24-hour call out rota for outside of normal working hours support.
* Maintaining up to date product and technology knowledge
* Escalation of product defects to the appropriate Business Division or third parties.
* Attendance at customer meetings
* Build relationships, customer trust, manage difficult situations, and negotiate conflict resolution.
* Advocate for the customer during system outages/impairments and priority setting towards Telent for open issues.
* Maintain customer satisfaction by assisting providing services that are fully compliant with the KPI.
* Deliver support; synchronize and communicate between Technical Support team, NOC, and customer. Ensure proper customer follow-up and escalation.
* Facilitate identification of control mechanisms and critical action/recovery paths for system components
* Assist on providing Proactive Maintenance by monitoring and anticipating network performance with the result of avoiding issues/outages in the customer network.
* Assist on providing conduct network performance analysis to assess the impact of a problem and to solve customer service-related issues.
* Manage preparation and execution of service migration MOPs, network upgrades and retrofits, and ensure related communication towards the engineering team.
* Timely notification anomalies with respect to products and their operational configurations, to avoid known issues in NRTS and National Highways Corporate Network which may have potential operation impact. Analyze if a technical document (procedure, notification) is applicable to the NOC, field O&M and propose Action Plan
Key Objectives
* Deliver to agreed service standards - including monitoring and tracking of SLA's/KPIs
* Support Corp Network project for Cisco ISE, ASA and Umbrella
* Provide Network Design and architect responsibilities.
* Provide the required Management Information & regular management updates.
* Qualitative Input into the appropriate database/s to track and manage standard and bespoke processes.
* Designing and implementing new SD-WAN solutions
* Monitoring network performance
* Producing network support documentation
* Create workarounds, solutions, and mitigations for identified issues.
* Identified issues requiring more detailed and in-depth analysis and elevate to product manufacturer.
* Implement Approved Configuration Changes.
* Obtaining appropriate documentation in connection with the customer's request, as per the defined processes.
* Dealing, monitoring of, or escalation of issues in an appropriate and timely manner, ensuring recording of all relevant details for dissemination into the business.
* Attendance at Customer, supplier and Team meetings as required.
* Undertake 'Special Projects' or Task / Process ownership, at Managers request, to facilitate self-development.
* Analyse the event information for trends and patterns that indicate performance deteriorations, early indicators of failures, reoccurring events and raise these to Problem Management Team
* Supports the Problem Resolution Manager with trend analysis related to proactive Problem Management.
* Attend Tier1 & 2 National Highways Corporate sites as and when required necessary.
* Take part in the on-call rota to provide out of hours remote support for National Highways NRTS and Corporate LAN Network.
Required Skills
* Cisco ISE, ASA, Meraki and Umbrella – these must have skills.
* Skills in Cisco switches and routers and Meraki devices
* Proficiency in maintenance and firmware upgrades
* Knowledge of Infrastructure Security, network management tools, MPLS, SD-WAN, VPN, and routing protocols
* Have knowledge of and experience with the data, network and transport layers of communication or networking systems, IPV4/6, TCP, and other emerging protocols.
Benefits
* 26 days annual leave, plus public holidays, plus the option to buy up to 10 days or sell six days each year.
* Company pension scheme
* A range of family friendly policies
* Occupational health support and wellbeing Portal
* Discounts on Cinema, Restaurants and Shopping with Telent Reward scheme.
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