The IT/SOC Engineer plays a key role in maintaining 99.999% availability of Cisco WebEx Services to customer, and supports key objectives related to Cisco’s SaaS applications. As part of a Global Team, IT/SOC Engineer is responsible for monitoring, troubleshooting and escalation of technical issues with all Cisco WebEx Services and systems ensuring minimal service downtime. The engineer also works closely with the Support and Engineering teams to manage and resolve incidents, together with development of tools and scripts to reduce human effort and automating tasks.
● Monitor and troubleshoot WebEx Production Services and Network using multiple proprietary and commercial tools. Troubleshoot system, hardware, network and application problems
● Monitor Remedy trouble tickets and troubleshoot, update, and resolve as needed
● Have a keen interest to improve/define
● Develop standard operating procedures and engage in training and continuous learning with peers and other
● Work closely with the peers and management on projects. Interface with and provide escalations to management and other teams within WebEx
Minimum Qualifications
● BE/B Tech/BS in computer science or related field
●Minimum 5 years experience in 24/7 Global Operations Support team environment with Incident Management capabilities
Desired Skills
● Sound knowledge on Linux, preferably with Red Hat Certification (RHCE) with detailed log analysis expertise
● An overall understanding of the following, with expertise in either domain a. Clustering b. Application Servers (Java/Tomcat) c. Database & Storage d. Network (SSL, DNS, HTTP, TCP/IP, Load Balancing concepts)
● Self-Starter who is comfortable working as part of a globally distributed team
● Attention to detail and ability to develop and perform standard operating procedures is a must
● Must be willing to work in various shifts in a 24/7 environment as needed, and flexible to assist in shift coverage.
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