Microsoft Azure NOC support

Job description

Customer Azure, System Centre Support Engineer
- NOC
Cloud and Managed Services
The Business Entity
Cisco Cloud and Managed Services (CMS) organization seeks an Operations Center Microsoft Azure experienced staff to join a team of extremely talented engineers supporting strategic account. 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 technology. The successful candidate will have a track record and desire to excel at both technical issue resolution and customer management.
Team Description
As part of the Cisco CMS organization, you will be part of a dynamic, fast paced and supportive team that will build you up as you manage the technical support for one of Cisco's biggest customers. You will be given the opportunity to work alongside many of Cisco's Service organizations and will receive unique insight into the IT services industry.
Roles & Responsibilities:
The Cisco Managed Services Team is responsible for providing support for Cisco's industry leading Cloud Service products and framework that simplifies the process to build, manage and connect Cloud computing environments. This role will be located at the customer site in the Sydney CBD and our Cisco St Leonards office.
The successful candidate will be an Australian Citizen and have or be eligible for NV-1 Federal Government Security clearance and have proven ability to resolve complex technical problems, strong multitasking skills and be dedicated to the success of our Cloud customers
- Starting off as Business hour support in the initial period and as workload and customer requirements grow move to be part of a 24*7 shift team in the support of the Cloud Managed service
- Ensure 24/7 availability of the production environment and lead the daily operations of the production environment.
- Ownership of root cause analysis process, and ensure remediation of major issues. Ability to provide assistance in a support capacity with problem and incident resolution and assume major incident and problem ownership and accountability
- Recreate Customer Issues for Technical Troubleshooting in the Operate Lab
- A strong understanding of the ITIL framework and its application in a production environment.
- Troubleshoot & resolve the incidents and problem tickets within SLA/SLO.
- 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.
- Good analytical and troubleshooting skills (the ability to think logically through a problem) and must have the initiative, perseverance and commitment to see problems through to resolution.
- Performs end to end testing of server Software features, system functionalities and capabilities.
- Performs Troubleshooting, Analysis and Diagnosis of Complex Software Problems & Design Issues
- Firmware & Software Bug Scrub, Testing & Validation in Lab.
- Simulate the Customer environment within Operate Lab to resolve complex problems and compatibility issues.
- Drive continuous improvement and process change suggestion to management
- Provide systems/product training to peers within the CMS Operate Practice team.
- Act as a technical expert with ownership and accountability expectations in managing cases and customer situations.
Attributes of a Successful Candidate
We are looking for new talent with the following qualities and skills:
- Australian Citizen
- A creative, positive and proactive can-do attitude and a willingness to learn new technologies, processes and procedures.
- No personal technology religion, but a desire to become the expert of the customer's technologies.
- Ability to work in a fast-paced, high-pressured, cross functional, cross country, territory and theatre environment.
- Ability to work as a team player and to work with minimal supervision.
- Demonstrate high-level of maturity and confidentiality.
- Attention to detail and stellar interpersonal skills
- Possess strong presentation and communications skills
- Have strong time management skills
Required Skills
- Strong knowledge/experience with Operating Systems and Virtualization: Microsoft Windows Server, Linux and VMware
- Knowledge of networking fundamentals, products and protocols
- Ability to analyze, use and configure small, medium to large networks.
- Knowledge, working experience on carrier grade NAT & troubleshooting various CGNAT related issues
- Certifications in Microsoft Azure Pack, SCOM, WAP and other cloud products
- Expert skills in SCORCH and SCVMM
- Experience with routing protocols (OSPF, RIP, EIGRP, ISIS and BGP)
- Crisis management skills and ability to handle critical customer issues/problems.
- Excellent verbal and written communication skills
- The proven ability to work autonomously
- Strong analytical and troubleshooting skills, the ability to handle critical customer issues in crisis situations, provide innovative solutions and the ability to work under pressure are all required.
- Demonstrated ability to work collaboratively in a team environment, provide training, and mentor other engineers in an on the job, just in time basis.
- Ability to work autonomously
- Excellent communication, interpersonal and stakeholder management skills
Desired Skills
- Skills and knowledge in Data Centre Network Solutions products – UCS, Nexus, MDS, ACNS, WAAS and other Content Delivery Technology products.
- Certifications such as MCSE.
- Cisco UCS experience
- Educational Background: degree in a technology
About Cisco
The Internet of Everything is a phenomenon driving new opportunities for Cisco and it's transforming our customers' businesses worldwide. We are pioneers and have been since the early days of connectivity. Today, we are building teams that are expanding our technology solutions in the mobile, cloud, security, IT, and big data spaces, including software and consulting services. As Cisco delivers the network that powers the Internet, we are connecting the unconnected. Imagine creating unprecedented disruption. Your revolutionary ideas will impact everything from retail, healthcare, and entertainment, to public and private sectors, and far beyond. Collaborate with like-minded innovators in a fun and flexible culture that has earned Cisco global recognition as a Great Place To Work. With roughly 10 billion connected things in the world now and over 50 billion estimated in the future, your career has exponential possibilities at Cisco.