Overview
As a Senior Network Support Engineer, you will be the primary contact for UK Data Sovereignty concerns within Cisco’s global support. You will analyse and desensitise critical customer data to route complex issues to global teams, while delivering remediation plans back to customers. AI-enabled workflows will accelerate incident triage and data sanitisation, with a focus on CSI and secure information transfer. You mentor peers to uphold technical excellence and consistent service delivery, driving impactful improvements across operations. This role combines high-stakes incident management with data governance in a mission-critical enterprise context.
Responsibilities
- Act as primary interface for UK Data Sovereignty customers into Cisco support
- Manage high-severity incidents and ensure timely restoration
- Coordinate with Cisco TAC and customers during escalations
- Recreate and troubleshoot issues in lab environments
- Prepare and de-sensitise critical customer data for secure transfer
- Produce incident reports and root-cause analyses
- Diagnose, configure, and troubleshoot multi-vendor and Cisco environments
- Advise on vulnerability mitigation and network hardening
- Support CSI initiatives and service improvement across workflows
- Mentor team members and promote AI tool adoption
Key requirements
- 6+ years in network engineering, technical support, or incident management operations
- 5+ years diagnosing and troubleshooting enterprise networking technologies (Routing, Switching, Security, IOS-XE/NX-OS)
- Practical experience applying AI tools, LLMs, or ML utilities to technical workflows
- Experience with data handling, sanitisation/de-sensitisation techniques and regulated data frameworks
- Proven experience managing high-severity incident lifecycles, lab recreations, and escalations in complex environments
- Executive communication and presentation
- Technical writing
- Mentoring and coaching
- AI tools and LLMs in IT operations
- Data sanitisation and de-sensitisation
- Incident management and escalation processes
Senior CNS Engineer in London employer: CISCO Systems
Cisco is an exceptional employer that fosters a collaborative and innovative work culture, particularly for the role of Strategic Splunk Technical Advisor. With a strong focus on employee growth and development, you will have access to numerous opportunities to enhance your skills while working in a dynamic environment that values customer success and impactful solutions. Located in the vibrant Glasgow area, Cisco offers a unique blend of professional advancement and a supportive community, making it an ideal place for those seeking meaningful and rewarding employment.
