1212395 - Client Managed Services, Problem Manager

  • Location:
    RTP, North Carolina, US
  • Additional Location(s)
    Austin, TX
  • Area of Interest
    Engineer - Network
  • Job Type
  • Technology Interest
    Cloud and Data Center
  • Job Id

What You'll Do

Cisco seeks and Problem Manager to join some of the industry’s brightest minds in providing reactive/proactive problem management support. In this role you will be empowered to change the way that Cisco delights our customers as you leverage best practices to provide optimal technical support.

Who You'll Work With

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

Who You Are

● Problem Management responsibilities will primarily be reactive in nature working on root cause for Major and Chronic Voice Incidents.

  • Help lead a team of Problem Managers supporting collaboration and foundation technologies

● Analyze and troubleshoot large complex networks with mixed media and protocols.

● Act as a focal point and escalation contact for high priority and high impact problems

● Create Root Cause Analyses and Major Problem Reviews and present findings to the customer.
Minimum Qualifications:

● Strong working knowledge of Unified Communications (CUCM and Voice Gateways, CUC, Cube, CUPS, CER and UCC Express). Equivalent to a Tier 3 Incident Management Engineer.

● Understand and have working experience in a results driven environment, such as a NOC, for a minimum of 5 years.

● Firm understanding of ITIL Process guidelines, with specific focus on Service Operations and Problem Management

● Ability to isolate problems and deliver solutions with a high level of customer satisfaction

● Experience with developing and presenting consumable customer reports

Desired Skills:

● Proven planning, prioritization and organizational skills

● 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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