Responsibility 
- Escalation point for all critical network performance issues or outages. 
- Performs analysis and diagnosis of most complex networking problems and network designs 
- Sets strategic and technical direction for Advanced Services best practices and functional roles. 
- Acts as the technical specialist for the most complex deployments and provide highest level crisis management. 
- Collaborates proactively with other HTEs to ensure optimal use of resources to meet customer needs. 
- Requires strategic planning and orchestration during mission critical infrastructure issues to reduce downtime 


Reactive Service & Support: 
- Able to take lead role in working with clients, Account Team and resources on developing a strategy to resolve network problems/outages. 
- Assures that the most complex customer(s) network problems across a broad range of technologies as necessary for any client - are properly and quickly resolved. 
- Acts as focal point for most complex network problem resolution. 
- Insures preventative measures are recommended and identified. 

Engineering Role: 
- Must have a Route and Switch background, but also a broad skillset related to VPN, Encryption, Routing Protocols (EIGRP, BGP, OSPF), Security and VoIP Unified Communications. Does not have to be Cisco hardware. 
- Expert dealing with escalations and problem resolution 
- Research root cause and documentation 
- Review customer issues and explain trends related to the issues 

Consulting Role: 
- Acts as technical lead for complex system issues or outages 
- Provides guidance and direction to other technical team members 
- Provide troubleshooting, network diagnostics and analyses to isolate the root causes of chronic issues across various technologies 

Team Environment: 
- Work is reviewed in terms of resolving customer issues in a timely matter 
- Typically reports to Sr Mgr, or above. Goals set by overall Manager with assistance of group Director. 
- Provides business & technical consulting expertise to customers & internal resources. 
- Anticipates customer issues/challenges associated with area of expertise (technology, industry, or application) and develops proactive solutions. 
- Builds cross-functional partnerships & collaborations. 

Skills and experiences: 
- CCIE Certified - Plus (Skillset is critical) 
- Broad knowledge of Routing/Switching, Networking, VoIP, Security, Routing/Network Protocols, QoS 
- Expert level knowledge in MPLS-VPN, BGP, EIGRP, OSPFv2, Multicast and QoS 
- Security knowledge in 802.1X, firewall 
- IP Security (IPSec) Encryption Cisco IOS, Multivendor, ISAKMP, CA Certificates, RSA, Crypto Map 
- Cisco Features including QoS, NX-OS, IOS, IOS-XE and IOS-XR. 
- Cisco Unified Communication, Collaboration, Security, Call Flow, QoS 
- Leading edge technology design assistance for primary accounts. 
- Excellent communication and speaking skills. 
- Excellent Multi-Vertical Market Industry Education, Exposure and Experience. Leverages Vertical Market Industry analysis documentation. 
- Good understanding of the customer Change Mgmt process and positive or negative impact towards achieving desired goals. 
- Excellent understanding of customer overarching Governance, Standards, Policies and Practices. 
- Excellent technical account management and project management skills. 
- Strong technical presentation skills to all levels and customer senior management. 
- BS, CS, degree or equivalent plus12+ years of experience in network engineering or telecommunications support environment.