Job Responsibilities: Specific to the role of Complex Service Request Engineer, responsibilities may\\\ include:\\\ o Ensure accurate execution of documented and approved requests in\\\ customers' production environments\\\ o Adhere to and enforce Change Management processes and policies of Cisco\\\ and customers\\\ o Support Change Managers with technical input on Change Advisory Board\\\ (CAB) meetings, whether internal and external\\\ o Take all appropriate steps to reduce risk of impact to customers' production\\\ environment due to execution of approved changes\\\ o Validate service request execution process prior to production\\\ implementation\\\ o Conduct post-change QA testing to validate successful service request\\\ completion and to reduce risk of service impacting events resulting from the\\\ change.\\\ o Serve as first point of escalation for failed service requests/changes; conduct\\\ change backouts to the point of pre-change baseline\\\ o Provide continual communication to stakeholders before, during and after\\\ execution of approved service requests. Skill Requirement: o Associate (2-year) or bachelor (4-year) level university degree or equivalent\\\ in a technical discipline\\\ o 5-10 years of experience in a Network Operations Centre or Technical\\\ Assistance Centre or in an Implementation role\\\ o Strong technical experience with technologies such as Cisco Unified\\\ Communications Manager, Multi Services, Gateways, Cisco Unity Connection,\\\ Jabber, Cisco Unified Presence, SME, Virtualization, IP Telephony protocols\\\ like SIP, H323, MGCP, RTP, RTCP, VXML, and different Codecs etc.\\\ o Expertise in some technologies if not all likeCisco Unified\\\ Communications Manager, Multi Services, Gateways, Cisco Unity\\\ Connection, Telepresence, Cisco Meeting Server, Jabber, Cisco\\\ Unified Presence, SME, Virtualization, IP Telephony Good\\\ understanding on Cisco Expressways, Jabber MRA.