Job Description: High Touch Engineer (HTE) – Service Provider
Note: Immediate joiners and candidates with a notice period of up to 30 days will be prioritized.
Locations: Mumbai / Bangalore
Employment Type: Full-Time
Role Summary
We are seeking an expert High Touch Engineer (HTE) to serve as the critical technical focal point for complex Service Provider network problem resolution. In this role, you will provide deep technical leadership across Cisco’s advanced Service Provider portfolio, driving high-stakes root-cause analysis, cross-functional engineering alignment, and resilient end-to-end infrastructure solutions for our enterprise and carrier-grade clients.
Key Responsibilities
- Advanced Troubleshooting & Resolution:
- Diagnose and resolve high-complexity customer issues spanning Cisco ASR routing, NCS routing platforms, IOS XR, MPLS, Segment Routing, Broadband, and Optical transport technologies.
- Deliver comprehensive, end-to-end infrastructure-level problem resolution across Layer 2/3 network fabrics, overlays, virtualization layers,
and compute/storage integrations.
- Root Cause Analysis (RCA) & Proactive Prevention:
- Conduct deep-dive RCAs featuring rigorous root-cause findings, structured remediation paths, and proactive prevention strategies.
- Manage software escalation referrals for critical or recurring anomalies across IOS XR, ASR, NCS, and related Service Provider platforms.
- Strategic Collaboration & Operations:
- Partner with the High Touch Operations Manager (HTOM) to monitor operational trends, contribute to quarterly technical reviews, analyze performance metrics, and build strategic action plans.
- Leverage deep contextual knowledge of customer network architecture and change-control processes to quick-track critical escalations.
- Collaborate seamlessly with Account Teams, Cisco TAC, Product Business Units, and HTOM stakeholders to coordinate unified resolution strategies.
- Deployment & Ecosystem Leadership:
- Provide remote or onsit
📌 High Touch Engineer (Mumbai)
🏢 Neev
📍 Mumbai