High Touch Engineer 2 : 26-02965

Akraya, Inc.; Bengaluru; Hybride; INR 1 800 000 - 2 600 000; Plein temps

Résumé du poste

Akraya, Inc. is seeking a High Touch Engineer to act as Cisco's primary technical interface for customers, delivering advanced support for complex network environments in a hybrid Bengaluru setting.

The role focuses on troubleshooting, root cause analysis, incident and problem management, proactive health monitoring, and delivering customer-centric solutions across routing, switching, and data center technologies. 7x24 readiness and collaboration with Cisco teams are required.

Qualifications

• 8+ years in Routing & Switching and data center networking.
• Experience in incident, RCA, and problem management.
• Proficient with Cisco Nexus platforms.
• Strong customer-facing communication.
• CCNP or CCIE preferred.
• Familiar with Cisco SD‑WAN and DNA-C preferred.

Responsabilités

• Provide advanced technical support for escalated issues.
• Perform RCA and deliver reports with recommendations.
• Troubleshoot Routing, Switching, and DC infra.
• Monitor network health and address patterns.
• Conduct incident triage and problem management.
• Review historical data for trends and actions.
• Lead technical review meetings and cadence calls.
• Collaborate with support teams to resolve issues.
• Reduce MTTR with operational insights.
• Support multiple enterprise customers remotely and onsite.
• Participate in shifts including extended hours and weekends.

Connaissances

Routing & Switching

BGP

OSPF

EIGRP

VLANs

STP

LACP

vPC

Nexus NX-OS

Python scripting

EEM scripting

Incident Management

Problem Management

Network Operations

Customer communication

Outils

Cisco Nexus NX-OS

Description du poste

Primary Skills

Primary Skills: Customer Network Solutions Engineer IP Routing Protocols (advanced), Cisco Nexus (advanced), Python Scripting (intermediate), Incident Triage (advanced), Problem Analysis (advanced)

Contract Details

Contract Type: contract to hire Duration: 12+ months Location: Bangalore - Hybrid 3 days from office. Target Experience: 8+ years in Routing & Switching, Data Center Networking, Network Operations, Technical Support Engineering, or Customer Success Engineering within enterprise or service provider environments.

Job Summary

The High Touch Engineer (HTE) acts as Cisco's primary technical interface for customers, providing advanced support for complex network environments. The role focuses on troubleshooting, root cause analysis, incident and problem management, proactive network health monitoring, and delivering customer-centric solutions across routing, switching, and data center technologies. The engineer works closely with customers and internal Cisco teams to ensure rapid issue resolution, operational excellence, and continuous service improvement.

Key Responsibilities

• Provide advanced technical support and serve as the primary customer-facing engineer for escalated network issues.
• Perform root cause analysis (RCA) and deliver detailed technical reports with corrective and preventive recommendations.
• Troubleshoot complex Routing & Switching and Data Center infrastructure issues.
• Monitor customer network health, identify trends, and proactively address recurring issues.
• Conduct incident triage, defect management, and problem management activities.
• Review historical customer data and provide quarterly trend analysis and action plans.
• Lead technical review meetings and weekly customer cadence calls.
• Collaborate with Cisco support teams and stakeholders to drive issue resolution.
• Utilize network knowledge and operational insights to reduce Mean Time to Resolution (MTTR).
• Support multiple enterprise customers remotely and onsite as required.
• Participate in rotational shifts, extended hours, and weekend support when needed.

Must-Have Skills

• Strong expertise in Routing & Switching: BGP, OSPF, EIGRP VLANs, STP, LACP, vPC
• Hands‑on experience with Cisco Nexus platforms: Nexus 9000/7000/3000 Series NX‑OS
• Experience in Incident Management, RCA, Problem Management, and Network Operations.
• Strong understanding of enterprise and data center networking concepts.
• Working knowledge of Python scripting and Cisco EEM scripting.
• Experience handling critical network outages and customer escalations.
• Strong analytical, troubleshooting, and debugging skills.
• Excellent customer communication and stakeholder management skills.
• Ability to create executive‑level presentations and technical reports.
• Familiarity with Cisco SD‑WAN and Catalyst Center (DNA‑C) is preferred.
• CCNP or CCIE certification is highly preferred.

Industry Experience

Experience in enterprise network environments, particularly with Cisco solutions, is essential for understanding customer infrastructure and operations.