1+ months

Cisco Managed Services Problem Manager Tech Lead Route and Switch

Cisco Systems Inc.
Carolina Shores, NC 28467
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What Youll Do

As a Problem Manager, you will:

  • Collaborate with highly specialized teams of experts from internal Cisco Problem Managers (all technology towers), Cisco Technical Assistance Centers (TAC), Cisco Managed Services (CMS), Cisco Professional Services (PS), and Cisco Information Technology (IT)
  • Oversee and ensure comprehensive Root Cause Analysis (RCA) documents for all high priority incidents. Review to ensure quality and represent to both internal stakeholders and the customer.
  • Understand the technical and business implications to CMS customers
  • Devise and document corrective actions and service improvements, identify their owners, and drive them towards resolution
  • Participate in root cause review calls with internal and external stakeholders
  • Document identified errors and risks
  • Own Problem Records to track all related work
  • Address issues proactively before they materialize as incidents:
  • Conduct Data Analysis, and advise support teams and customer of anticipated future problems proactively
  • Prepare Known Error Articles (KEA) that can be utilized in proactive discovery
  • Identify incident trends, drive the reduction of incidents by analyzing monthly alarm and ticket data, investigating, and resolving problems
  • Deliver information required for baselining and trend analysis
  • Support the Foundation NOC and fellow Problem Managers to achieve proactive Problem Management goals
  • Own and lead Customer focused activities and communications (external)
  • Queue Management ticket assignment, life-cycle follow-up, ticket quality analysis
  • Reporting managing daily/weekly monthly reports
  • Act as point of contact and 1st level escalation for Foundation technologies within Problem Management
  • Lead special projects and team training activities

Who Youll Work With

The CX Managed Services team provides second/third level technical support for solutions and cloud enabled end point products on a worldwide basis via inbound/outbound phone calls, email, web and remote access. Provide consultation to independently troubleshoot & debug solutions for Cisco customers, partners, and account teams along with collaborating with other engineers to resolve issues.

Who You Are

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

Required Skillsets

  • AA/BA in a technical discipline or 5-10 years of experience in a Network Operations Center (NOC) and/or TAC
  • Working, demonstrated hands-on product and technology skills in the following areas (more a plus):
  • Cisco Routers and Switches
  • Cisco Wireless Lan Controllers (WLC)
  • Wireless Access Points
  • Understand ITIL Service Operation framework (Event, Incident, Change, Service Request, and Problem Management)
  • 2-5 years of experience in a Problem Management role.

Desired Skills

  • Excellent understanding of the TCP/IP protocol suite
  • Strong technical experience to include CCNP level knowledge of Cisco Route and Switch technologies
  • In depth understanding of Network ports, NAT, PAT and Access Lists
  • Network troubleshooting
  • Ability to analyze, use and configure small to medium networks
  • Experience with troubleshooting methodologies
  • Experience with Root Cause Analysis methodologies
  • Experience with trending analysis
  • Project Management
  • Good organizational skills
  • Ability to prioritize workload while managing customer commitments
  • Strong written/verbal communications skillset
  • Strong interpersonal and teamwork skills
  • Able to work independently with minimal supervision
  • Experience with software and hardware defect management
  • Experience using Splunk and Data Analytics a plus.

Why Cisco

We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren't afraid to change the way the world works, lives, plays and learns. We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers.

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.

We embrace digital, and help our customers implement change in their digital businesses. Some may think were old (36 years strong) and only about hardware, but were also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do you cant put us in a box!

But Digital Transformation is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.

So, you have colorful hair? Dont care. Tattoos? Show off your ink. Like polka dots? Thats cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us! 

Cisco Covid-19 Vaccination Requirements
The health and safety of Cisco's employees, customers, and partners is a top priority. Our goal is to protect and mitigate the spread of COVID-19 infection for strong business resiliency during the pandemic. Therefore, Cisco may require new hires to be fully vaccinated against COVID-19 if the role requires business-related travel, meeting with customers/partners (including visiting third-party sites on behalf of Cisco), attending trade events, and Cisco office entry, unless otherwise prohibited by applicable law, and in countries where COVID-19 vaccination is legally required. The company will consider legally required accommodations/exceptions for medical, religious, and other reasons as per the requirements of the role and in accordance with applicable law. Additional information will be provided to candidates about the requirements and accommodation process at the offer time based on region.
Posted: 2022-04-22 Expires: 2022-07-25
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Cisco Managed Services Problem Manager Tech Lead Route and Switch

Cisco Systems Inc.
Carolina Shores, NC 28467
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