Overview

Customer Design Authority (CDA) Job at Global Cloud Xchange – in Frankfurt am Main

Job Description

The Customer Design Authority will be allocated to a customer following the initial project rollout and the customer moves into ‘Business as Usual (BAU)’ operations. The CDA will be responsible for owning the end to end detailed design of the network for the duration of the client contract with Global Cloud Xchange. A CDA will support multiple customers depending on complexity and size of the network.

A CDA will therefore ensure that the correct approach is used for all complex changes on the client network and will offer advice and support to ensure that they are implemented correctly.


Work involves

Technical Network Changes

Network Refresh Projects

Design Faults

Customer Meetings

Other Technical Support

Duties and Responsibilities

Technical Change Involvement

The CDA will support the Account TC with technical detail of type TC proposal. This will be in an advisory capacity

The CDA will be responsible for approval of the Type TC change proposed

Update detailed design documentation if required

Advise the Implementing engineer on best approach for implementation of the change

Ensure that the change engineer is aware of all technical documentation requiring updating as a result of the change

For complex changes, the CDA will be required to implement the change

Network refresh projects

Advise the Account Technical Consultant

Support the project Technical Design Authority with technical information for specific projects related to your allocated customers

Design Faults

The CDA will investigate faults deemed as ‘design faults’ to find a resolution. This will involve troubleshooting the fault and ensuring changes get raised to rectify the fault. This may also involve in depth analysis with the client to find a resolution

Design faults will be faults that have been investigated by level 3 engineers in the NMC and found to be part of a design issue that needs investigation by the end to end low level design owner

Customer meetings

Upon agreement with the Team leader, there may be occasions where the CDA will be requested to attend customer workshops/meetings for in depth design discussion

Other Technical support

The CDA may be asked by the team leader to investigate or assist with other technical issues on the network if they are affecting the client RAG status (Customer satisfaction)

The CDA will offer advice for Assurance teams in the understanding of a customer network to assist them with troubleshooting and ensure that they have the correct level of technical support documentation

Key Performance Indicators

Customer satisfaction (RAG)

Successful completion of installations focussing on ‘right first time’

Completion of Type TC Changes within SLA

Holding Technical Reviews with customer when required

Skills and Experience

Good communication skills. The CDA must be able to discuss their subject matter in a way that provides confidence to the customer and demonstrate strong communication skills

Confident & good presentation abilities

Able to work to tight deadlines and produce solid work that is both correct and to a high standard

Able to demonstrate a sound level of understanding across a broad range of technical subjects and be able to apply this knowledge to customer’s specific requirements

Highly self-motivated and work well under pressure

Able to travel when required

Able to learn and adapt to new technologies

Able to work well in a team environment but also on an individual basis to ensure tasks/actions are completed

Able to take initiative and able to take direction from Team Leader

Contact with Others

Internal = Technical Consultants, Technical Design Authority, Service Managers, Service Delivery and Assurance Teams, Operations Management, Global IT Support Teams, Integrated Solutions Team

External = Clients, Carriers, 3rd Party Suppliers

Technical/Functional Skills (E = Essential; D = Desirable)

E = Full end to end QOS knowledge – Classification, Congestion management and avoidance, Policing and shaping, link efficiency mechanisms etc.

D = Able to gain quick understanding of the scalability for a given solution

E = Able to produce effective migration strategies and win customers approval

E = CCNP/CCIP Routing and Switching – OSPF, EIGRP, BGP, RIP, Redistribution, Filtering, summarization

D = IPT, Cloud based VoIP solutions

E = Experience with Cisco IOS features – DHCP, HSRP, IP services, IOS user interface, NAT, NTP and SNMP etc.

E = WAN and LAN experience – MPLS, Frame relay, IPSEC VPN’s, RAS solutions, Ethernet, VLAN’s

E = Fluent in German and English

D = Working knowledge of SDWAN on any platform

D = Working knowledge of Cisco Meraki

D = Scripting (python) basic level and knowledge of SolarWinds NMC

Education (E = Essential; D = Desirable)

D = Degree in information technology or an engineering based university course

Job Type

Full-time

Employment Type

Permanent

About Company

Company: Global Cloud Xchange –

Company Location:  Frankfurt am Main

About Global Cloud Xchange -