Senior CNS Engineer

As a Senior Network Support Engineer, you will act as the primary interface for customers with UK Data Sovereignty concerns into global Cisco support services. In this high-impact role, you will analyse and de-sensitise critical customer network data to safely route complex issues to the appropriate global Cisco Support and TAC teams, and serve as the conduit conveying remediation plans back to the customer for full resolution. AI adoption and enablement are central to the delivery of this role. You will leverage AI-assisted tools, intelligent data sanitisation utilities, and modern analytics to accelerate incident triage, automate log de-sensitisation, enhance root-cause analysis, and drive operational efficiency. As a senior member of the team, you will also provide vital support and mentoring to fellow engineers—enforcing consistency, quality, and Continual Service Improvement (CSI) across all team service deliverables.

• Serve as the primary point of contact for network incidents, prioritising based on severity and business impact.
• Manage all technical cases to resolution, driving proactive communication and prompt restoration of service.
• Provide comprehensive incident management services for all high-severity support tickets raised by customers, ensuring appropriate technical escalation.
• Facilitate seamless communication and technical collaboration between customers and Cisco TAC for unresolved network incidents.
• Recreate and troubleshoot complex issues in lab environments to validate and test solutions.
• Prepare, manage, and de-sensitise critical customer data using automated and AI-assisted workflows to enable secure information transfer to global Cisco Support teams.
• Act as a technical coordinator during critical escalations, producing comprehensive incident reports, root-cause analyses, and stakeholder updates.
• Configure, diagnose, and troubleshoot technical issues logged by CNS customers across multi-vendor and Cisco enterprise environments.
• Issue and review Field Notices, Security Advisories (PSIRTs), End-of-Life/End-of-Sale (EOx) milestones, and software defects with customers.
• Collaborate with customers and third parties to mitigate vulnerabilities and strengthen network posture.
• Support monthly Customer Service Review meetings, presenting key performance findings and actionable service improvement recommendations.
• Identify and champion opportunities for Continual Service Improvement (CSI) across all operational workflows and service touchpoints.
• Provide dedicated support and mentoring to team members, driving high standards of technical excellence, process consistency, and AI tool adoption.

• Bachelor's Degree in Computer Science, Electrical/Computer Engineering, Information Technology, or equivalent relevant technical experience (6+ years in network engineering, technical support, or incident management operations).
• 5+ years of hands-on experience diagnosing, configuring, and troubleshooting enterprise networking technologies (Routing, Switching, Security, Cisco IOS-XE/NX-OS).
• Demonstrated practical experience applying AI tools, Large Language Models (LLMs), or machine learning utilities to technical workflows (such as log analysis, data sanitisation, script generation, or incident triage).
• Demonstrated experience with data handling protocols, customer data sanitisation/de-sensitisation techniques, and compliance within regulated or sovereign data frameworks.
• Proven experience managing high-severity network incident lifecycles, lab recreations, and technical escalations in complex enterprise environments.

• Cisco Professional or Expert Certifications (e.g., CCNP Enterprise / Security / Service Provider or CCIE written/lab).
• Active UK Security Clearance (SC/DV) or eligibility and willingness to undergo the UK national security vetting process.
• Experience building or customising AI prompts, automated data pipelines, or scripting (Python, Bash, APIs) for network operations, log scrubbing, and lab automation.
• Excellent executive communication, presentation, and technical writing skills with experience leading customer service review meetings.
• Proven track record of mentoring technical team members and embedding Continual Service Improvement (CSI) or ITIL best practices into service delivery.