Support Cisco WebEx’s Federal customers by working closely with global SRE teams and technical leads to manage day-to-day service operations, capacity planning, and customer escalations, ensuring a seamless and reliable customer experience.
Manage, monitor, troubleshoot the WebEx audio/video applications and services.
Support the WebEx audio/video services in FedRAMP High or IL-5 environments.
Apply SRE and DevOps principles to operate a globally scaled, highly available, and stable cloud service on the WebEx platform.
Use strong analytical skills to identify issues, propose solutions, review logs for errors, file defects, and implement design improvements to maintain service quality and reliability.
Participate actively in on-call and pager duty rotations to provide top-notch, responsive support to customers, embodying the principles of Continuous Delivery, Continuous Visibility, and Assessment.

Requirements

Bachelor’s degree plus 7 years of related experience, or Master’s degree plus 4 years, or PhD plus 1 year of related experience.
Comprehensive understanding of VoIP protocols, architectural design, and implementation within enterprise environments.
Demonstrated experience working effectively within Agile/Scrum development frameworks and cross-functional teams.
Strong analytical and problem-solving skills to support complex cloud services.
Proven experience in the configuration, management, and troubleshooting of Oracle Session Border Controllers (SBC).
Practical experience with Site Reliability Engineering (SRE) practices, including system monitoring, incident management, and operational automation to improve service reliability.
Proficiency in writing and maintaining complex regular expressions for data parsing, log analysis, and automation tasks.
Familiarity with additional programming or scripting languages and automation tools is a plus.
Strong foundational knowledge of cybersecurity principles, threat mitigation strategies, and industry-standard security best practices.

Benefits

medical, dental and vision insurance
401(k) plan with a Cisco matching contribution
paid parental leave
short and long-term disability coverage
basic life insurance
paid time away as described below
10 paid holidays per full calendar year
1 floating holiday for non-exempt employees
1 paid day off for employee’s birthday
paid year-end holiday shutdown
4 paid days off for personal wellness determined by Cisco
16 days of paid vacation time per full calendar year
flexible vacation time off program
80 hours of sick time off provided on hire date
up to 80 hours of unused sick time carried forward from one calendar year to the next
Optional 10 paid days per full calendar year to volunteer

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

VoIP protocolsOracle Session Border ControllersSite Reliability EngineeringAgileScrumregular expressionscloud servicesoperational automationincident managementtroubleshooting

Soft Skills

analytical skillsproblem-solving skillscommunicationcollaboration