9 days old

Senior Collaboration Incident Manager

Cisco Systems Inc.
Poland, NY 14747
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Who Youll Work With

As a member of our Cloud Collaboration Team with Cisco Managed Services (CMS), you will be responsible for supporting Cisco Cloud Collaboration offers.

The team provides second/third level technical support for Collaboration solutions on a worldwide basis via inbound/outbound phone calls, web, and remote access. Provide consultation to independently troubleshoot & debug solutions for Cisco customers along with collaborating with Cisco internal TAC and Product engineers to resolve issues.


What Youll Do

All CMS team members are expected to contribute to 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 through continuous improvement and innovation

Understand ITIL framework (Event, Incident, Change & Problem Management)

Collaborate with peers and multi-functional teams

Maintaining knowledge required to perform role effectively

 Actively share / develop innovation and automation for continued improvement


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

Provide management coverage and guidance on all P1, P2, and other high visibility incidents

Notify the management team through an e-page or appropriate mailer with the incident number and bridge information within mutually agreed service level objectives

Provide internal and external executive level updates to all stakeholders

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 cross functional teams (Professional Services, Technical Support etc.) to ensure unified messaging to customer

- Assist with the development and delivery of RCA through collaboration with cross functional teams when necessary

Proactively identify and collaborate on issues that need to be escalated to Problem Management

Works on complex problems where analysis of situations requires in-depth evaluation of factors

Participate in an on-call rotation with other Incident Managers

 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 an escalation point for both technical and political customer escalations

         Occasional travel to customer meetings

         The job holder will work to the Americas office business hours (12pm-8pm) and provide escalation point to customer problems


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 a team player. Customer satisfaction is in your DNA. 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 fundamentals of troubleshooting.


Required Skillset:

AA/BA in a technical discipline plus 3-8 years of experience in a Network Operations Centre or Technical Assistance Centre

- 1-3 years experience in a team leadership role while acting as a liaison with external/internal customers

- Strong technical knowledge in Cisco Collaboration portfolio

- Foundational knowledge on routing and switching protocols

- Ability to solve collaboration issues and isolate problems

Good understanding of Incident & Change Management process

Great teammate with good communication skills in both written and spoken format

Ability to prioritize workload while handling customer commitments.

Strong written/verbal communications skillset.


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-EMEA-MM1

Posted: 2021-02-15 Expires: 2021-03-18
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Senior Collaboration Incident Manager

Cisco Systems Inc.
Poland, NY 14747
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