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Cisco Designated Service Manager - Security in Mexico City, Mexico

Designated Service Manager - Security

  • Location: Mexico City, Mexico

  • Area of Interest Customer Experience

  • Job Type Professional

  • Technology Interest Security

  • Job Id 1257943

The Business Entity

The Cisco Customer Experience (CX) group provides premier support for customers around the globe. Your opportunity to impact the health and performance of networks and systems that surround us all are limitless. Career growth options will be ambitious, as we realize our vision to become the #1 IT Company in the world. Make an impact with us!

The Team

CX High Value Services Organization seeks a Designated Service Manager (DSM) with expertise in Email Security Technology to join a multi-functional team and take a leadership role in delivering technical onboarding services and driving product adoption.

Role & Responsibilities

In this role, you will be responsible for providing technical assistance to Premium customers and Partners, and help them overcome technical barriers that they might experience as they deploy and use our products. Typically reports to Mgr, Technical Support. The Designated Service Manager (DSM) has the skills of a seasoned, experienced professional with a full grasp of industry practices and company policies and procedures and resolves a wide range of issues in imaginative as well as practical ways. These issues often include product bugs, DNS issues, network configurations problems, and assistance with complex product configurations, performance tuning and optimization, troubleshooting delivery/connectivity issues and training the customer on unfamiliar features.

Core Work you're doing:

  • Provides Jumpstart services

  • Provides Implementation advising and assistance

  • Provide Dedicated Product Assistance

  • Provides Integration and Change Management assistance

  • Provides assistance with Deployment Readiness and Planning

  • Provides Migration and Upgrade Assistance

  • Provides Solution Audits and Tune-Ups

  • Provides Health Check and Progress Reviews

  • Provides Best Practice consultation

  • Provides Incident Management and Escalation Support

  • Provides full-onboarding program for new customer helpdesks and IT teams

  • Provides customized configuration support

Required Product Knowledge and Technical Skills:

  • Cisco Email Security Appliance (ESA)

  • Cisco Cloud Email Security (CES)

  • Cisco Security Management Appliance (SMA)

  • Standard protocols such as SMTP, DNS, FTP, SSH, TCP/IP

  • UNIX system administrator skills

Soft Skills:

  • Excellent verbal communication and customer handling skills.

  • Ability to handle critical customer issues/problems.

  • Able to figure out problems and deliver known solutions with a high level of customer satisfaction.

  • Ability to determine root cause and resolution for previously unknown problems.

  • Works on problems of moderate to wide scope and moderate to high complexity where analysis of situations or data requires a review of identifiable factors.

  • Exercises discernment within defined procedures to settle appropriate action.

  • Interacts across TAC teams and development teams at peer level.

  • Ability to work effectively with and provide mentorship to other members of the work group.

  • Promotes and solicits ideas within project team(s).

  • Receives minimal supervision.

  • Strong analytical and troubleshooting skills

  • Receives no instruction on routine work and general instruction on new assignments.

  • Ability to analyze, use and configure small to medium networks.

  • Validated crisis management skills.

  • Works on problems of diverse scope where analysis requires evaluation of identifiable factors.

  • Applies known solutions to tackle problems.

Minimum Qualifications

Demonstrates an aptitude and appetite for learning new technologies, evidenced by the ability to expand upon core knowledge. This is a phenomenal opportunity for someone with perseverance and an insightful view of the customer to hone their skills and advance their career contributing to customers while working with an industry leader in networking technology.

  • Working knowledge of Networking industry, products and protocols.

  • Minimum 3-5 years of experience crafting, deploying, configuring, supporting, trouble shooting, debugging and administering Email Security Products.

  • Microsoft Exchange, Office 365 or comparable email server technologies

Typically requires BS in a technical field (CS/EE preferred) or equivalent plus 2 to 5 years related experience.

Desired Skills

Bachelor's degree (or equivalent experience) is required

CCNA desired

Why Cisco

At Cisco, each person brings their unique talents to work as a team and make a difference.

Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.

  • We connect everything – people, process, data and things – and we use those connections to change our world for the better.

  • We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education and more – from Smart Cities to your everyday devices.

  • We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities.

Colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Be you, with us! #WeAreCisco

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.