Senior CNS Engineer

CISCO Systems; Taunton; On-site; GBP 39,000 - 79,000; Full time

Job summary

Cisco Systems in the United Kingdom seeks a senior CNS specialist to lead high‑severity network incident management and data governance. You will coordinate with customers and Cisco TAC, recreate complex issues in lab settings, and apply AI-driven workflows to improve triage and service delivery.

You will mentor teammates, foster CSI and ITIL practices, and engage in cross‑functional collaboration across enterprise networks, security, and data handling frameworks.

Qualifications

• Bachelor's degree and 6+ years in network engineering or related operations.
• 5+ years diagnosing and troubleshooting enterprise networking (Routing, Switching, Security)
• Experience applying AI tools/ML to workflows such as log analysis or incident triage.
• Experience with data handling and sanitisation within regulated data frameworks.
• Proven experience managing high-severity network incidents and escalations.
• Certifications such as CCNP/CCIE preferred; UK SC/DV clearance preferred.
• Experience building AI prompts and scripting for network operations.

Responsibilities

• Serve as the primary contact for network incidents, prioritising by severity and business impact.
• Manage all technical cases to resolution with proactive communication and restoration of service.
• Provide incident management services for high-severity tickets, with appropriate escalations.
• Coordinate between customers and Cisco TAC for unresolved incidents.
• Recreate and troubleshoot complex issues in lab environments to validate solutions.
• Prepare, de-sensitise critical customer data for secure transfer to global Cisco teams.
• Act as technical coordinator during escalations, producing reports and root-cause analyses.
• Configure and troubleshoot CNS customer issues across multi-vendor and Cisco environments.
• Review Field Notices, PSIRTs, EOX milestones, and software defects with customers.
• Collaborate with customers/third parties to mitigate vulnerabilities and strengthen posture.
• Support monthly Customer Service Review meetings with findings and recommendations.
• Identify opportunities for Continual Service Improvement across workflows.

Skills

Network engineering

Incident management

AI tools

Python

Bash

Cisco IOS-XE/NX-OS

Executive communication

ITIL

Data handling & sanitisation

Mentoring

Education

Bachelor's degree in CS/Engineering

Tools

Python

APIs

Lab automation

AI prompts

Job description

Salary: £39,000 - 79,000 per year

Requirements:

• Bachelors Degree in Computer Science, Electrical/Computer Engineering, Information Technology, or equivalent relevant technical experience (6+ years in network engineering, technical support, or incident management operations).
• 5+ years of hands‑on experience diagnosing, configuring, and troubleshooting enterprise networking technologies (Routing, Switching, Security, Cisco IOS-XE/NX-OS).
• Demonstrated practical experience applying AI tools, Large Language Models (LLMs), or machine learning utilities to technical workflows such as log analysis, data sanitisation, script generation, or incident triage.
• Demonstrated experience with data handling protocols, customer data sanitisation/de‑sensitisation techniques, and compliance within regulated or sovereign data frameworks.
• Proven experience managing high‑severity network incident lifecycles, lab recreations, and technical escalations in complex enterprise environments.
• Cisco Professional or Expert Certifications preferred, such as CCNP Enterprise / Security / Service Provider or CCIE written/lab.
• Active UK Security Clearance (SC/DV) preferred, or eligibility and willingness to undergo the UK national security vetting process.
• Experience building or customising AI prompts, automated data pipelines, or scripting (Python, Bash, APIs) for network operations, log scrubbing, and lab automation.
• Excellent executive communication, presentation, and technical writing skills with experience leading customer service review meetings.
• Proven track record of mentoring technical team members and embedding Continual Service Improvement (CSI) or ITIL best practices into service delivery.

Responsibilities:

• Serve as the primary point of contact for network incidents, prioritising based on severity and business impact.
• Manage all technical cases to resolution, driving proactive communication and prompt restoration of service.
• Provide comprehensive incident management services for all high‑severity support tickets raised by customers, ensuring appropriate technical escalation.
• Facilitate seamless communication and technical collaboration between customers and Cisco TAC for unresolved network incidents.
• Recreate and troubleshoot complex issues in lab environments to validate and test solutions.
• Prepare, manage, and de‑sensitise critical customer data using automated and AI‑assisted workflows to enable secure information transfer to global Cisco Support teams.
• Act as a technical coordinator during critical escalations, producing comprehensive incident reports, root‑cause analyses, and stakeholder updates.
• Configure, diagnose, and troubleshoot technical issues logged by CNS customers across multi‑vendor and Cisco enterprise environments.
• Issue and review Field Notices, Security Advisories (PSIRTs), End‑of‑Life/End‑of‑Sale (EOx) milestones, and software defects with customers.
• Collaborate with customers and third parties to mitigate vulnerabilities and strengthen network posture.
• Support monthly Customer Service Review meetings, presenting key performance findings and actionable service improvement recommendations.
• Identify and champion opportunities for Continual Service Improvement (CSI) across all operational workflows and service touchpoints.
• Provide dedicated support and mentoring to team members, driving high standards of technical excellence, process consistency, and AI tool adoption.

Technologies:

• AI
• Bash
• Cisco
• Incident Management
• Support
• ITIL
• Machine Learning
• Network
• Nx
• Python
• Security
• iOS

More:

We are Cisco, and our Customer Network Support (CNS) team supports mission‑critical enterprise and public sector customers with strict UK Data Sovereignty mandates. We connect sovereign customer environments with Ciscos global technical ecosystem and worldwide TAC, operating at the forefront of network engineering, high‑stakes incident management, data governance, and AI‑driven support operations. In this full‑time Customer Experience role, we offer the opportunity to work with worldwide experts, contribute to secure and reliable customer outcomes, and grow within a team that values collaboration, empathy, innovation, and continual improvement. Our solutions are everywhere, and our impact is everywhere.

last updated 36 week of 2026