14 days old

CMS Security Problem Manager

Cisco Systems Inc.
Poland, NY 14747
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What Youll Do

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

Understand and meet customer agreements (SLO/SLA/commitments)

  • Follow and participate in the improvement of established team processes
  • Identify and adhere to cost reduction measures
  • Accountable for following established team processes
  • Understand ITIL framework (Event, Incident, Change & Problem Management)
  • Collaborate with peers and cross-functional teams
  • Maintaining knowledge required to perform the role effectively
  • Participate in regular synch ups
  • Actively share / develop innovation and automation for continued improvement

Specific to the role of Proactive Problem Manager, responsibilities may include:

  • Proactive with Data-Focus
  • Design, create and implement Proactive Health Checks IAW customer requirements and CMS standards
  • Predictive Problem Management - Conduct Data Analysis and advise support team and customer of anticipated future problems proactively
  • Data Analytics - Identify incident trends, drive the reduction of incidents by analyzing monthly alarm and ticket data, investigating and resolving problems
  • Provide Customer and Technology trending analysis and reporting
  • Investigate and drive optimization opportunities related to Ticket Enrichment Automation
  • Serve as Subject Matter Expert (SME) for Automated and Manual Proactive Checks
  • Work closely with the team Operations Manager and Incident Manager to assist with creation and CSI for Problem Management related processes
  • Provide technical leadership, guidance, and training to less experienced engineers.

Who Youll Work With

The Cloud & Managed Services team provides second/third level technical support for Cloud / Hybrid solutions and cloud-enabled endpoint 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, account teams along with collaborating with other TAC engineers to resolve issues.

Who You Are

You are detail-oriented and organized. You work well with others and are truly a standout colleague. 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 sophisticated factors under pressure. You have a deep understanding of the fundamentals of Problem Management.

Required Skillsets

  • AA/BA in a technical subject area plus any experience in a Network Operations Centre or Technical Assistance Centre
  • Good technical experience to include:
  • Specialized security hardware and software administration, maintenance
  • Experience in troubleshooting. Define problems, collect data, gather facts, and draw valid conclusions.
  • Strong knowledge of security standard methodologies and understanding of the IT security risk landscape.
  • Solid experience in network management tools
  • Threat and vulnerability management
  • Experience in data analytics tools and analysis of event and security logs
  • Excellent analytical, problem-solving, and decision-making skills applied with a solution-focused demeanor
  • Knowledge in identity management and role-based access
  • Understanding and experience in Problem Management
  • CCIE Security and device specializations, ITIL Foundation.

Desired Skills

  • Good technical experience to include
  • Understanding of routing and switching protocols
  • Good background in Cisco security products
  • ASA, FTD, Firepower, ISE, Stealthwatch, Anyconnect/VPN, Umbrella, AMP, WSA, ESA
  • Understanding Non-Cisco security products
  • Checkpoint, Palo Alto, F5, Fortinet, Blue Coat, Sonic Wall, and others
  • Security data analytics and tools. Splunk experience
  • Experience with network management tools and protocols
  • Science logic, Solar winds or similar, SNMP
  • CISM, GIAC, CISSP certifications
  • Good understanding of ITIL methodology; ITIL Expert certification
  • 5-10 years of experience in a Network Operations Centre or Technical Assistance Centre
  • 2-5 years experience in a Problem Management role
  • Good organizational skills
  • Ability to prioritize workload while managing customer commitments
  • Strong written/verbal communications skillset
  • Good interpersonal and teamwork skills
  • Able to work independently with minimal direction

We Are 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: 2020-11-20 Expires: 2020-12-26
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CMS Security Problem Manager

Cisco Systems Inc.
Poland, NY 14747
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