Problem Manager

Key Responsibilities

• Provide Level 2/Level 3 technical support for Cisco networking solutions and cloud-enabled endpoint products.
• Monitor, troubleshoot, and resolve complex network incidents in enterprise and distributed environments.
• Perform advanced troubleshooting of routing, switching, and network infrastructure issues.
• Manage and drive incident, problem, event, and change management activities in alignment with ITIL best practices.
• Lead Root Cause Analysis (RCA) and Major Problem Reviews (MPR) for critical (P1/P2) incidents.
• Conduct packet-level analysis and utilize diagnostic tools to identify and resolve network issues.
• Manage software image deployments, upgrades, and firmware lifecycle activities across network environments..
• Create and maintain Knowledge Error Articles (KEAs), technical documentation, and operational runbooks.
• Collaborate with cross-functional teams, customers, partners, and stakeholders to resolve technical challenges.
• Identify opportunities for automation, innovation, process improvement, and operational cost optimization.
• Participate in regular operational reviews, team sync-ups, and continuous service improvement initiatives.

Mandatory Skills

Technical Skills

• Strong hands-on experience with Cisco networking platforms:
  • Catalyst Series
  • Nexus Series
  • ISR Routers
  • ASR Routers
• Advanced expertise in Routing and Switching technologies.
• Strong knowledge and troubleshooting experience with:
  • EIGRP
  • OSPF
  • BGP
• Experience troubleshooting:
  • Routing loops
  • Convergence issues
  • Path selection problems
  • Complex network outages
• Strong packet capture and packet analysis skills using network diagnostic tools.
• Experience managing Cisco TAC cases and vendor defect resolution processes.
• Strong understanding of:
  • Incident Management
  • Problem Management
  • Change Management
  • Event Management
  • ITIL Framework
• Root Cause Analysis (RCA) and Major Incident Management expertise.

Soft Skills

• Excellent analytical and problem-solving skills.
• Strong written and verbal communication skills.
• Ability to work under pressure during high-impact incidents.
• Strong collaboration and stakeholder management skills.
• Ability to work independently with minimal supervision.
• Good organizational and prioritization skills.
• Strong teamwork and interpersonal skills.

What you'll love about working here

We offer a range of career paths and internal opportunities within Capgemini group.At Capgemini, you can work on cutting-edge projects in tech and engineering with industry leaders or create solutions to overcome societal and environmental challenges.