Senior Technical Leader - Escalations & AI Enablement

Cisco Systems, Inc; Singapore; In loco; SGD 120.000 - 180.000; Tempo pieno

Descrizione del lavoro

Cisco Systems, Inc. in Singapore seeks a senior technical expert to resolve high-impact escalations, advocate for systemic improvements, and align Cisco solutions with customer outcomes.

You will lead cross-functional initiatives and mentor teams, shaping service delivery and product direction. The role emphasizes AI-powered automation, development of intellectual capital, and collaboration with Engineering to drive continuous improvement.

Competenze

• Bachelor's degree with 8+ years of related experience or Master's with 6+ years or equivalent experience.
• Expert level (e.g., CCIE) or equivalent relevant certification expected.

Mansioni

• Operate as a senior technical expert across multiple technologies, leading high-impact escalations and initiatives that span teams and architectures.
• Act as a senior escalation point for urgent customer issues, managing situation rooms and catastrophic outages with urgency and precision.
• Build deep understanding of customer environments and pain points, advocating for systemic fixes and long-term solutions while ensuring alignment with Cisco's services.
• Drive systemic improvements by translating technical challenges into actionable enhancements for support, engineering, and delivery teams.
• Develop and scale intellectual capital through internal and external documentation, training, automation assets, and enablement content.
• Mentor and coach TCEs, lead trainings, hackathons, and foster technical community engagement.
• Optimize delivery within a technology domain by leveraging emerging AI tools for automation, simplification, and knowledge sharing.
• Partner with Engineering and internal stakeholders to close feedback loops, enhance service delivery, and address systemic product issues.
• Lead and participate in case reviews, quality initiatives, and content curation to drive operational excellence and continuous improvement.
• Collaborate across shifts and regions to ensure consistent innovation, issue resolution, and alignment within and across technologies.

Conoscenze

Mentoring

Documentation

Automation

AI tools

Cross-functional leadership

Formazione

Bachelor's degree in relevant field

Master's degree

CCIE or equivalent certification

Strumenti

Cisco technologies

Automation tools

Descrizione del lavoro

Cisco Systems, Inc. in Singapore seeks a senior technical expert to resolve high-impact escalations, advocate for systemic improvements, and align Cisco solutions with customer outcomes.

You will lead cross-functional initiatives and mentor teams, shaping service delivery and product direction. The role emphasizes AI-powered automation, development of intellectual capital, and collaboration with Engineering to drive continuous improvement.