DevOps Engineer

The CPSG team will design, develop, and deploy transformational experiences leveraging Cloud Technologies for the Cloud Services market. This group within Cisco tasked with building the solution from the ground up to transform the future of virtual services delivery

Role and Responsibility

You'll be part of a dynamic team and be the type of person who has a track record in deploying and supporting SaaS offerings , comfortable eating your own dog food and wearing many hats in the process of supporting customer platforms, operating support tools, and maintaining service SLAs to our customers.

This role has the following responsibilities:

Goal is to facilitate a timely resolution to Incidents, increase customer satisfaction and improve the customer's overall experience

On-call response to escalated monitoring system alarms, trouble tickets and may require out of hours working

Build highly great relationships both on-site with the customer and back at the office with your colleagues

Effective monitoring, provisioning, installation/configuration, operation, and maintenance of systems hardware and software

Automation of monitoring tasks, creative dash boarding

Attentively manage Service Requests, Incidents and Problems including RCA (Root Cause Analysis)

Champion improvements into the product based on ease of trouble-shooting, monitoring, assurance, etc

Develop tools, scripts, or processes to make things better

Working on call/out of hours for critical customer Incidents

Cross-functionally tracks everyone and everything that touches the service process to ensure excellence at every phase of Incident Management.

Diplomatically influences, negotiates, and effectively manages pertinent relationships and multiple issues, providing key constituencies with appropriate status updates

Tier 1 - DevOps Engineer works with Incident Manager to represent Executive and Sr. leadership on internal and customer facing calls acting as the one voice for Cisco

Engagement includes management of all processes and resources involved in open and active service request resolution.

Contribute to and maintain knowledge base for the managed service.

The ability to stay attentive and react quickly when the unexpected occurs

Liaison with Tier1 service providers on product requirements and deliverable

Minimum Qualifications

3 years of experience in an operational technical role preferably in SaaS offering (application or infrastructure support)

Technical understanding in a variety of hardware and software platforms: AWS (Amazon Web Services), ServiceNow, Windows, proprietary and open source UNIX varieties, (Linux, AIX), Cloud Computing, Database technologies, Networks and back-end infrastructure

Candidates must possess excellent team and people skills and should be comfortable working in geographically dispersed teams

Candidates will typically have 3 years of industry experience in a network operations/support role with increasing responsibilitie

3 years' experience of working in large, complex deployment environment

3 years working in a Delivery or Operations team

3 years of demonstrable experience of Linux systems administration such as Red Hat or CentOS

3 years of industry experience in a network operations / engineering support role in a 24/7/365 environment

Solid experience on AWS hosted services, ServiceNow, EC2, VPC, DynamoDB, Route53, Elasticache

Deployment automation scripting experience (Bash/Python/etc., we use Python)

Strong understanding of IP networks - especially troubleshooting layer 1, 2 and 3 issues

Hands on experience with Salt, Puppet, Chef, Cobbler, Ansible (we use Salt

Solid understanding of git flows, yum/rpm management

Working knowledge of a key database technology such as Oracle, MongoDB or Cassandra

Working knowledge of networking, switches and routers

Experience of virtualization technologies such as VMWare, Xen or KVM

Good written verbal communications skill and experience discussing technical issues and generating written report

Desired Skills

Prior experience supporting mission critical 24/7/365 global services and network operations as a Level One Engineer

Good at multitasking

Experience with multiple distributions (Red Hat, Ubuntu, etc), networking (bonding, bridging, iptables, vlans, OVS, etc), virtualization (KVM, libvirt, etc)

Continuous Integration experience using Go, Jenkins, or Electric Commander

Entrepreneurship think like a start-up

Previous experience as a Developer

Alerts experience using Sensu (or Nagios) - dashboards that provide a single, unified view for globally distributed infrastructure and engineering team

ElasticSearch, for deep search and data analytics

LogStash, for centralized logging, log enrichment, and parsing

Kibana, for data visualization

CI/CD experience (Jenkins, Stackstorm)

Proven communication skills within multiple levels of an organization

Experience of working with CI/CD, Agile and/or DevOps.

Ability to manage multiple high priority incidents

Previous hands-on role in IT Service Management Operations

Experience managing incidents, changes or problem

Client Support experience (Helpdesk or other structure)

Ability to converse with Senior Management effectively translate technical terms into Business Impact