23 days old

Escalation Manager

Cisco Systems Inc.
Poland, NY 14747
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What you will do:

  • Review and investigate incoming GFEP requests in line with GFEP L1 Queue Manager. Assess for any potential L2 engagement Work with the involved people from all required parties internally within Cisco
  • Take ownership and responsibility as Resolution Leader for issue(s) related to the assigned L2 Engagement
  • Work with Sales in order to resolve customer management
  • Drive ongoing development and implementation of the action plan and communication strategy
  • Make sure the right technical resources are engaged and an appropriate level of support is granted
  • Report the critical issue status and next steps through the FET tool in CLIP, maintain the FET case and keep it up to date
  • Work with BUs, Sales, Services Management (PS) and other FET case owners and/ or CAP members to resolve contention or prioritization issues
  • Identify "Lessons Learned" for structural issues to avoid similar concerns in the future
  • Closely lead all communications

Who Youll Work With

GFEP EMEAR Level 2 Escalation Managers are responsible for the GFEP L2 case handling. They collaborate with L1 Queue Managers to co-assess the incoming GFEP service requests to identify potential L2 cases. Escalation Managers act as escalation experts and trusted advisors for GFEP L1 with regards to any issues which might require a L2 advice or engagement. Escalation Managers serve as focal points for Sales as L2 Field Liaisons. In collaboration with L1 Theatre Leaders, they form a theatre representation. This includes the preparation and presentation as well of QBRs to GFEP stakeholders according to their Sales Theatre assignment.

Who You Are

Desired skills and qualifications:

  • Communication: Fluency in English
  • Experience: Incident Management and / or Problem Management
  • Education: Bachelors degree (or equivalent) in related field (Information Technology, Computer Science)
  • Problem Solving: Highly analytical with the ability to manage complex case loads
  • Communication: Demonstrates strong presentation skills; excellent written & verbal communication; ability to manage customer relations at all levels
  • Customer Focus: Demonstrates high customer engagement, with a minimum of 2 years Customer Service experience; highly motivated and committed to customer happiness
  • Resilience: Self-starting and resilient; demonstrating the skills to work under pressure
  • Continuous Development: Proactively seeks development opportunities and strives for continuous improvement; displays ownership of continual professional development.

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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Escalation Manager

Cisco Systems Inc.
Poland, NY 14747
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