Engagement Context 

• Dedicated High Touch Support Leader embedded with a leading Service Provider in Australia — one of Cisco's strategic SP customers. 

• Sydney-based with on-site presence at the customer's campus and a hybrid working arrangement as required by the account. 

• Aligned to the customer's carrier-grade, 24/7 network environment, working alongside their network operations and engineering teams. 

• Operates within Australian telco regulatory and critical-infrastructure obligations (e.g., SOCI Act, TSSR), with security and change-control discipline expected throughout. 

Role Purpose 

• Act as the primary, dedicated High Touch Support Leader point of contact for the customer, owning the post-delivery (Day-2) network experience rather than working generic case queues. 

• Serve as "Cisco's support face" to the customer — deeply understanding their operation, and business impact, and driving TAC and BU/engineering resources toward fast, correct resolution. 

• Translate technical status into business-impact language for customer stakeholders, and channel the customer's needs into Cisco engineering. 

Key Responsibilities — Incident, Escalation, Proactive & Day-2 Advisory 

• Oversight and drive network-level problem resolution for complex and critical issues across the customer's Cisco SP infrastructure (core/edge routing, transport, mobile backhaul, peering, and adjacent domains). 

• Engage TAC on the customer's behalf: Drive Service Requests (SRs), provide detailed environment context, coordinate multi-domain troubleshooting, and ensure timely customer and account team updates through to resolution. 

• Join and lead/co-lead customer bridge calls during major incidents, owning the troubleshooting flow under pressure in a carrier-grade, time-critical environment. 

• Oversight root-cause analysis and produce technical reports with RCA, corrective actions, and tailored preventive recommendations. 

• Provide Day-2 technical support and advisory for the customer, which may inc. review network health and trends, identify systemic risks, and propose improvement and resiliency plans 

• Feed proactive findings into quarterly/periodic business reviews. 

Typical Scope & Interaction 

• Work directly and often embedded with the customer's operations and architecture teams. 

• Collaborate closely with the Expert Care Team, Customer Success, the Account Team, and TAC engineers worldwide to ensure a consistent experience and faster time to resolution. 

• Share knowledge with the customer's ops team through informal coaching and structured sessions, and contribute to internal knowledge (runbooks, best-practice docs, known-issue libraries). 

Required Skills & Experience — Technical (SP) 

• Technical knowledge of the SP technical - MPLS (L2VPN/L3VPN, TE), Segment Routing (SR-MPLS / SRv6), and IGP/BGP at carrier scale. 

• Knowledge of Cisco IOS XR platforms: ASR 9000, NCS 540/5500/5700, and 8000 Series. 

• Business understanding of assurance and automation tooling (CrossWorks Network Controller, Provider Connectivity Assurance) and model-driven telemetry (gNMI, YANG). 

• Data centre awareness (VXLAN/EVPN, ACI/NX-OS) and DC-to-WAN interconnect as an added advantage. 

Required Skills & Experience — General 

• Several years in SP/telco or mission-critical network engineering, TAC, or Day-2 support environments dealing with large-scale carrier networks. 

• Highly desirable Cisco certification - such as CCNP SP or equivalent typically required; 

• ITIL certification. 

• Around 8+ years in networking/telecom or IT, with strong experience in service delivery and leading large projects or programs.  

Technical Leadership 

• Provide mentorship and escalation support to Expert Care team members supporting the account. 

• Set and uphold quality standards for incident handling, RCA, and proactive deliverables. 

• Influence Cisco BU/engineering on customer-impacting defects and product improvement priorities. 

Soft Skills & Behavioural Expectations 

• Excellent communication and interpersonal skills; able to present and discuss technical topics with both engineers and customer management. 

• High customer orientation: understands the business impact of carrier outages, prioritizes accordingly, and manages expectations transparently. 

• Proven ability to work under pressure in critical situations, handle multiple issues in parallel, and maintain a structured, methodical troubleshooting approach 

Minimum Qualifications: 
Bachelors + 8 years of related experience, or 
Masters + 6 years of related experience, or 
PhD + 3 years of related experience, or 
equivalent relevant work experience 
Expert level (e.g., CCIE, ITIL) or equivalent relevant certification expected. Industry trend certifications