20 days old

Incident Manager

Poland, NY 14747

What You'll Do

Cisco Managed Services (CMS) organization seeks an Incident Manager to join a team of extremely talented engineers supporting strategic accounts. The ideal candidate demonstrates an aptitude and appetite for learning new technologies, and applying this to solve customer issues remotely, and to drive customer satisfaction. This team will provide support to our Service Provider and biggest Enterprise customers.

This is a great opportunity for someone with patience and an empathetic view of the customer to hone their skills and advance their career providing value to customers while working with an industry leader in technology. The successful candidate will have a track record and desire to excel at both technical issue resolution and customer management. Multi-tasking and the ability to successfully manage multiple issues at once are necessary for that position.

Cisco CMS team is a dynamic and growing organization looking for knowledgeable and capable individuals to help scale the team as we move forward in a very fast and evolving marketplace. Cisco is the owner of issues as they arrive and throughout the resolution process. To help us bring this vision to life, join us in our exciting journey.

Cisco seeks a CMS (Cisco Managed Services) Incident Manager to join some of the industry's brightest minds in developing and deploying today's most advanced Internet technologies. In this role, you will gain insight on the detailed functionality of Cisco products and partner with all distributed elements of the service chain. 
The ideal candidate demonstrates an aptitude and appetite for learning new technologies, evidenced by the ability to expand upon core knowledge and specialize. This is a great opportunity for someone with perseverance, an empathetic view of the customer and good customer relationship management skills to hone their skills and advance their career by providing value to customers in the form of current and future type of post-sale services.

Main responsibilities:
* Work closely with the team operations manager to assist with 
o Incident Management
o Change Management
o Operational Reporting
* Act as a focal point for high impact, large account problem resolution
* Works on complex problems where analysis of situations requires in-depth evaluation of factors
* Manage issues/customers by setting expectations and meeting/exceeding those expectations to achieve the highest level of customer satisfaction
* Effectively communicate issues to engineers within the support team, and resolutions/work-around to the customer
* Receive minimal supervision, no instruction on routine work, and general instruction on new assignments
* Perform ad hoc analyses and tasks as assigned
* Provide guidance and leadership to less experienced engineers
* May require some travel to customer locations in this role

Who You Are

Main requirements:
* Must understand and have worked in an operational environment such as a NOC or IT for 6-10+ years
* Demonstrated leadership experience in the area of Network Operations
* Proven planning, prioritization, and organizational skills
* Experience with developing and presenting customer consumable reports on Operational performance and efficiency
* Demonstrated drive for continuous learning, results-orientation, and teamwork
* Firm Understanding of ITIL Process guidelines, with specific focus on Incident, Problem, and Change Management
* Ability to drive change through innovation & process improvement
* Ability to manage projects and drive action items with customers and cross-functional peers
* Proven crisis management skills
* Build internal and external client relations 
* Professional & concise communication (written & verbal)
* BS in Engineering/Computer Science/IT and/or equivalent experience
* Certifications: ITIL Expert, Cisco CCNA

About Cisco
Everything is converging on the Internet, making networked connections more relevant than ever before in our lives. Our employees' revolutionary ideas impact everything imaginable - from entertainment, retail, healthcare, and education, to public and private sectors, smart cities, smart cars, and everyday devices in our homes. Here, that means you'll take creative ideas from the drawing board to powerful solutions that have real world impact. You'll collaborate with Cisco leaders, partner with experienced mentors, and develop incredible relationships with colleagues who share your interest in connecting the unconnected. You'll be part of a team that cares about its customers, enjoys having fun, and you'll take part in changing the lives of those in our local communities. Come prepared to be inspired. Imagine creating unprecedented disruption. Collaborate with like-minded innovators in a fun and flexible culture that has earned Cisco global recognition as a Great Place To Work. With roughly 10 billion connected things in the world now and over 50 billion estimated in the future, your career has exponential possibilities at Cisco.


Posted: 2019-10-02 Expires: 2019-11-01

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Incident Manager

Poland, NY 14747

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