1210737 - CMS Incident Manager

  • Location:
    RTP, North Carolina, US
  • Area of Interest
    Business Strategy and Operations
  • Job Type
    Professional
  • Technology Interest
    Cloud and Data Center
  • Job Id
    1210737
New
What You'll Do
As a team member, are you passionate about driving customer success? Ensuring that customers realize their business goals is the charter of the Cisco services team. As a leader of a focused service delivery function you will influence, inspire and manage the business strategy, customer relationship and delivery teams.

Who You'll Work With
As part of the Cisco CMS organization, you will be part of a dynamic, fast paced and supportive team that will build you up as you manage the technical support for some of Cisco's biggest customers. The ideal candidate demonstrates knowledge of Cisco processes and team dynamics across the organization, as well as the superior coaching and motivational skills required to engage, develop and retain top talent on a high-performance team.

Who You Are
Responsibilities:

Work closely with the team Operations manager to assist with
  • Incident Management
  • Change Management
  • 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

Qualifications:

Must understand and have worked in an operational environment such as a NOC or Advanced Technical Support for 5-10 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 , Cisco CCNP or better 



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.

We Are Cisco.

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