1202129 - Incident Manager, Cloud & Managed Services

  • Location:
    RTP, North Carolina, US
  • Area of Interest
    Administrative and Business Support
  • Job Type
  • Technology Interest
    Cloud and Data Center
  • Job Id

Who You'll Work With

Cisco seeks an Incident Manager to join some of the industry's brightest minds in providing proactive incident management support. In this role, you will be empowered to transform the way that CMS delights our customers. This leadership role is a position of large influence and impacts the way that CMS continues to lead the industry

What You'll Do 

In this role, you will gain insight into the detailed functionality of Cisco products and partners with all distributed elements. You will be exposed to all of CMS services/technologies and will have a significant influence in driving improvements.

Who You Are

In this highly visible role as Incident Manager you will:

* Acts as a single point of contact for large incident resolution through escalation and management across multiple divisions of Cisco.

* Lead/Drive cross-functional teams to satisfy escalations.

* Provide executive level status updates through the lifecycle of an incident-Verbal/Written

* Involved in analysing trends in shaping continuous improvement through business analytics and metrics.

Minimum Qualifications:

* Typically requires an AA/BA in a technical discipline plus 5-10 years of experience in a Network Operations Centre or Technical Assistance Centre.

* Strong technical experience to include Unified Communications Technologies

* Ability to work with internal and external executive level customers with confidence while providing an exceptional experience.

* 2-5 years’ experience in a team leadership role while acting as a liaison with external/internal customers.

Desired Skills:

* Strong technical experience to include Unified Communications Technologies

* Good organizational skills. This position requires that the Incident Manager is able to prioritize his or her workload while managing customer commitments.

* Strong written/verbal communications skillset.

* Strong interpersonal and teamwork skills.

* Able to work independently with minimal supervision.

Why Cisco

We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren't afraid to change the way the world works, lives, plays and learns.

We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers.

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