9 days old

Incident Manager

Cisco Systems Inc.
Poland, NY 14747
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What You'll Do

Our platform handles millions of requests/min and manages rich metadata and graph models in a scalable and highly available service-oriented platform. You will be working with Product Reliability Team handling Escalations and Incidents and delivering services to other cross functional teams.

More specifically, on a day-to-day basis this role involves:

  • Identify, initiate, schedule and conduct incident reviews
  • Promote and reinforce adherence to the process and policies associated with Incident Management
  • Notify the participants in the Incident Management process when standards and procedures are not being followed
  • Work efficiently with Support, operations (SaaS), and Engineering teams to design and scope incident or escalation management procedures.
  • Identify incidents which need special attention or escalation
  • Identify potential problems and/or increasing trend of repetitive Incidents
  • Create knowledge with repeatable procedures with a goal of reducing the number of Incidents
  • Create incident Reports
  • Ensure the closure of all resolved and end-user confirmed Incident records
  • Carry out the responsibilities for the Incident Management process and/or Implement Effective Procedures
  • Accountable for the overall process efficiency and effectiveness
  • Ensure alignment of Key Performance Indicators (KPIs) to Critical Success Factors (CSFs) and that these objectives are realized


Who You'll Work With

First and foremost, you will be working with us. We are a team of highly motivated professionals and we sincerely believe that this will be a working experience of a lifetime for you. We offer a you a unique professional experience in a friendly atmosphere of a startup-like team culture.

In AppDynamics we focus on developing software solution that helps other companies to grow their business. Today, over 2500 companies around the globe cannot imagine doing their business without us!

We hire people who are eager to contribute to our culture, and we empower them to do just that. We take pride in thinking beyond our day-to-day job descriptions, and encourage you to actively seek out opportunities to create the type of work environment that you want to be a part of.


Who You Are

You are the kind of professional that loves helping manage and solve the hardest resiliency and scalability Incidents and escalations. You are friendly, creative and independent, as well as enthusiastic to learn new technologies and passionate about working with people, cross functional teams and generating reports.


Mandatory Requirements:

  • Demonstrates initiative, good organizational skills, attention to detail, sound business judgment and excellent written/verbal skills
  • Experience with program/portfolio management toolsets (JIRA/Portfolio/Confluence)

       Good experience with creating dashboards and reports in JIRA.

  • 5+ years of applicable experience in an agile environment, responsible for handling enterprise-level incidents in collaboration with cross-functional teams.


Desirable Skills:

  • Excellent organizational skills; ability to multitask and prioritize work effectively
  • Solid understanding of software development life cycle models as well as expert knowledge of modern incident management methodologies
  • Experience with agile methodologies and practices
  • Recognizes the importance of continuous improvement and identify opportunities to streamline/optimize current practices in order to shorten delivery schedules, improve quality, and/or increase efficiency
  • Polish language skills.



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! 

#LI-PB2
Posted: 2020-10-14 Expires: 2020-11-14
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Incident Manager

Cisco Systems Inc.
Poland, NY 14747
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