1+ months

1264068 - Cisco Managed Services - Team Lead, Problem Management

Cisco Systems Inc.
Carolina Shores, NC 28467
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Cisco seeks a Problem Manager Lead to join some of the industry's brightest minds in providing proactive/reactive problem management support. In this role you will be empowered to transform the way that CMS delights our customers. This leadership role is a position of large influence and impacts Cisco Managed Services (CMS) continues to lead the industry.

You will gain insight into the detailed functionality of Cisco products and partners with all distributed elements of the supply chain and be exposed to all of CMS services/technologies and will have a significant influence in driving improvements.

What You'll Do

Role & Responsibilities

  • Lead a global team of problem managers dedicated to one customer
  • Problem Management reactive responsibilities will include working on root cause for Major and Chronic Incidents.
  • Proactive responsibilities will include using data analytics for predictive/preventative measures
  • Analyze and solve large complex networks with mixed media and protocols.
  • Act as a focal point and critical issue contact for high priority and high impact problems
  • Build Root Cause Analyses and Major Problem Reviews and present findings to the customer.

Who You Are

You are detail oriented and organized. You work well with others and are truly a great teammate. Drawing conclusions from multiple data points is in your DNA. You have excellent verbal and written communication skills. You are able to see the big picture even when analyzing multiple complex factors under pressure. You have a deep understanding of the fundamentals of Problem Management.

  • AA/BA in a technical discipline plus 5-10 years of experience in a Network Operations Centre or Technical Assistance Centre
  • Good technical experience to include Unified Communications, Data Center or Foundations Technologies
  • Ability to work with internal and external executive level customers with confidence while providing an exceptional experience.
  • 2-5 years experience in a team leadership role while acting as a liaison with external/internal customers
  • Strong technical understanding of all major routing protocols.OSPF, BGP, ISIS, EIGRP, HSRP, etc. on multiple platforms: Catalyst, Nexus 2k, 5k, 7k, ASRs
  • Experience with CUCM
  • Experience with 3rd party security devices (Juniper/Checkpoint)
  • CCNP desired
  • Firm understanding of ITIL Process guidelines, with specific focus on Service Operations and Problem Management
  • Ability to isolate problems and deliver solutions with a high level of customer satisfaction
  • Experience with developing and presenting consumable customer reports
  • 2-5 years experience in a Problem Management role

Desired Skills

  • Proven planning, prioritization and organizational skills
  • Strong written/verbal communications skillset.
  • Strong interpersonal and teamwork skills.
  • 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 connect everything people, process, data and things and we use those connections to change our world for the better.
  • 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 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.

Colorful hair? Dont care. Tattoos? Show off your ink. Like polka dots? Thats cool. Pop culture geek? Many of us are. Be you, with us! #WeAreCisco

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.
Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.

Posted: 2019-07-17 Expires: 2019-11-16

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1264068 - Cisco Managed Services - Team Lead, Problem Management

Cisco Systems Inc.
Carolina Shores, NC 28467
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