17 days old

CMS NOC UC/Collaboration Incident Manager

Cisco Systems Inc.
San Jose, CA 95135
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What Youll Do

All CMS team members are expected to add value in the following areas:

  • Understand and meet customer agreements (SLO/SLA/commitments)
  • Follow and improve established team processes
  • Identify and adhere to cost reduction measures
  • Accountable for following documented processes agreed with customer
  • Understand ITIL framework (Event, Incident, Change & Problem Management)
  • Collaborate with peers and adjacent teams
  • Maintaining knowledge required to perform role effectively
  • Participate in regular synch ups
  • Actively share / develop innovation and automations for continued improvement

Specific to the role of Incident Manager, responsibilities may include:

  • Provide management coverage and leadership on highly visibility incidents:
  • Advise and communicate with management team through an e-page or appropriate mailer with the incident number and bridge information
  • Provide internal and external executive level updates to all internal and customer groups
  • Ensure incident team has an active voice and is driving the troubleshooting
  • Assign tasks and track follow-up actions
  • Engage additional resources as needed
  • Collaborate with adjacent teams (PS, TAC, BU, etc) to ensure unified messaging to customer
  • Assist creation and publishing of RCA through collaboration peer teams when required
  • Proactively identify and collaborate on issues that need to be raised with Problem Management
  • Work on complex problems where analysis of situations requires in-depth evaluation of factors
  • Participate in an on-call rotation with peer Incident Managers
  • Act as queue manager to ensure incidents have an owner as needed
  • Assist Operation Managers with daily management tasks
  • Review operational metrics and drive team performance
  • Refine/Improve Incident processes to drive team towards SLO goals and to ensure repeatable customer experience
  • Participate in incident ticket reviews to provide ongoing feedback to the Incident Team
  • Mentor and coach Incident Team
  • Support and backup other Incident Managers
  • Maintain productive customer relationships
  • Assist with new customer onboarding to establish process
  • Participate in the development and delivery of regular service reviews
  • Serve as escalation-point for both technical and political customer critical issues

Who Youll Work With

Cisco Managed Services provides operational support for Cisco products across the globed via ITSM tooling, inbound/outbound phone calls, email, web and remote access. Provide consultation to independently debug and fix solutions for Cisco customers, partners, account teams along with collaborating with other Cisco teams to resolve issues.

Who You Are

You are a self-starter who requires little oversight to achieve your goals and meet your objectives. You work well with others and are truly phenomenal teammate. Customer satisfaction drives you to success! 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 technical background and understand the to mitigate technical issues effectively.

Required Skillsets

  • BA/BS in a technical field of study plus 5-10 of experience and demonstrated ability in a Network Operations Centre or Technical Assistance Centre
  • Top-tier technical expertise in Cisco Collaboration technologies such as CUCM, CUC, Voice Gateways, SIP, etc.
  • 2-5 years experience in a team leadership role while acting as a liaison with external/internal customers

Desired Skills

  • Good organizational skills.
  • Outstanding time management skills allowing for prioritizing non-critical work and managing customer commitments.
  • Strong written/verbal communications skillset.
  • Interpersonal and teamwork skills.
  • Able to work independently with minimal direction.

Why Cisco

#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!



Posted: 2021-05-26 Expires: 2021-06-26
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CMS NOC UC/Collaboration Incident Manager

Cisco Systems Inc.
San Jose, CA 95135
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