Senior Network Incident & AI 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

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.