1229192 - Incident Manager - Cisco Managed Services

  • Location:
    RTP, North Carolina, US
  • Area of Interest
    Customer Experience
  • Job Type
  • Technology Interest
    Cloud and Data Center
  • Job Id

What You'll Do

Are you someone who gets great satisfaction from making a difference? Cisco seeks and Incident Manager to join some of the industry’s brightest minds in providing dedicated incident management support. You'll be empowered to transform the way Cisco Managed Services (CMS) delights our customers. In this leadership role you would be in a position to influence and impact the way CMS continues to lead the industry.

Who You'll Work With

In this role you will gain insight into the detailed functionality of Cisco products and partners with all distributed elements of the supply chain. You will be exposed to all of CMS services/technologies and will have a significant influence in driving improvements. We make a difference by assisting our customers in achieving their goals.

Who You Are

Roles and responsibilities

You can provide Technical leadership in Unified Collaboration technologies. Will management coverage and guidance on all P1, P2, and other high visibility incidents including mentoring and leadership for shift leads and engineers on technical and process related issues. You'll drive regular executive level updates to all partners (Internal & External). You will ensure your team has an active voice and is driving the troubleshooting at all times and can engage additional resources as needed. You assign tasks and track follow up actions. Review operational metrics and drive team performance. Can collaborate with Operations Manager to refine/improve Incident processes and drive your team towards SLO goals to ensure repeatable customer experience and establishing process for new customer onboarding. Additional opportunities for impact include:

  • Conducts internal sync meetings with Advance Services and TAC to ensure unified messaging to customer.
  • Collaborates with Incident Manager/presents RCA/MPR findings both internally and externally - as required (Reactive)
  • You're dedicated to identifying and collaborating on issues that need to be escalated to Problem management.
  • Collaborates with Problem Management in effort to collect all proper data for RCA/MPRs and attends collaboration meetings (as required)
  • Ensures queue coverage, aligns resources, and approves time off
  • Works on complex problems where analysis of situations requires in-depth evaluation of factors
  • Handles issues/customers by setting expectations and meeting/exceeding those expectations to achieve the highest level of customer satisfaction

Minimum Qualifications

  • You've achieved an Associates or Bachelors in a technical discipline plus and have 5-10 years of experience in a Network Operations Center or Technical Assistance Center.
  • You also have 2-5 years experience leading a team while acting as a liaison with external/internal customers.
  • You possess strong technical experience which includes Unified Communications
  • Can communicate for success and have the ability to work with internal and external executive level customers with confidence while providing an exceptional experience.
  • You're passionate about teamwork and building strong teams.

Desired Skills

  • Strong technical skills (Unified Collaboration).
  • Good organizational skills. This position requires that the Incident Manager is able to prioritize his or her workload while fulfilling customer commitments.
  • Strong written/verbal communications skillset.
  • Able to work independently with minimal supervision.

Why Cisco

At Cisco, each person brings their unique talents to work as a team and make a difference. Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.

  • We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities.
  • We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education and more – from Smart Cities to your everyday devices.
  • We connect everything – people, process, data and things – and we use those connections to change our world for the better.

Colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Be you, with us! #WeAreCisco

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1229192 - Incident Manager - Cisco Managed Services

Cisco Systems Inc.

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