*Additional Location(s) or Information:*
*Job Category:* Services
*Level of Experience:* Experienced - Non Manager
*Requisition #:* R996893
*Description:*
Job Description (aRMAda SME):
ARMAda SME is expected to be an engineer with at least 2 years’ TAC engineer.
The candidate should have strong fundamental "core" networking skills with technology skills in areas like core networking (routing/ ¬switching) or Wireless, Optical, Voice, Data Center, Security & Server Virtualization.
As an aRMAda SME, the candidate will, in his / her technology stream, be leading efforts on creation and adoption of Intellectual Capital (IC) for hardware specific issues through smart BDB / BORG Scripts, Techzone content, Videos and Trainings in specific technology areas.
aRMAda SME will be working closely with Global Technical Leaders to engage with BU s and GSLO Teams to identify serviceability and quality issues for improving the products.
Relationships: Reports to a TAC team manager.
Will also work closely with aRMAda Global Team.
Deliverables:
Intellectual Capital (IC) Creation –
Contribute to creation of hardware specific IC in collaboration with BU & TLs
Work with other business units like GSLO, FA team, Hardware Quality Teams, to identify & address IC gaps
Externalizing content specific to hardware troubleshooting (videos, TZ articles, BDB Scripts)
Identify RMA trends at Technology & PID level and develop required IC
Intellectual Capital (IC) Adoption –
Internal to TAC:
Driving adoption of aRMAda specific IC (scripts, troubleshooting techniques, best practices)
Case reviews from respective teams for RMA specific SRs (20% of overall Team Backlog)
Handling RMA specific collaboration requests and escalations
Ensure aRMAda specific IC is integrated in new hire training program
External to TAC:
Provide regular training to partners and customers on hardware troubleshooting
Work with TLs in identifying IC that can be externalized to partners
Work with aRMAda Program Team to develop action plan to reduce unnecessary RMAs from partners.
Other Functional Engagements:
Identify RMA trends globally at technology & PID level
Work with BU & TLs to address pervasive hardware quality issues
Work with BU & TLs to add serviceability enhancements for better hardware troubleshooting
Identify false positives (bugs, field notices)
Work with BU to ensure quality bug documentation for hardware specific bugs
Contribute to development of new service offerings to add to TS advantage stack
Builds productive relationships with customers and takes ownership for customer success.
Fully identifies and resolves issues identified within the case, and thinks beyond the fix to prevent future problems.
Collaborates with aRMAda program team to drive program priorities
Frequently assists other CSEs and Global Delivery Partners in problem resolution
Coaches others and uses advanced knowledge of issues, trends and patterns, and the customer experience to participate in proactive engagements with Engineering.
PERSONAL PROFILE
Technical Skills:
Strong fundamental "core" networking skills, including routing, switching, Data Center and/or network security.
Profound knowledge in one or more of the following areas: Application Networking, Security, Content and Data Networking Routing, Switching, Server Virtualization & Access (essential).
Strong knowledge of IT Architecture (advantageous).
Soft Skills:
Autonomous worker with team spirit (essential)
Excellent written & verbal communication skills (essential)
Eager to learn.
Technical aptitude to assimilate new learning quickly (essential)
Excellent written and verbal communication skills (essential)
Flexible: very able to adapt to a changing environment (essential)
Good Analytical skills Out-of-the-box thinker (essential)
Able to take initiative and drive change (essential)
Performs well under pressure and in disruptive environments where priorities can change (essential)
Good customer engagement (essential)
Ability to Train & mentor peers in the Technical team (essential)
Ability to make effective technical presentations to senior technical staff at customer, partner and internal locations (essential)
Industry or Sector Experience:
Prior experience in a technical support capacity (advantageous).
Prior experience of high-level technical problem solving (essential)
Education:
BS in a technical field (CS/EE preferred) or equivalent plus 3+ years related experience.
CCIE is desirable.
*Job Type:* Experienced
*Opportunity Category:* Services
*Customer Support Engineer*
*IND-Bangalore*
*R996893-en_US*