1214603 - 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
    1214603
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

•  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

QUALIFICATIONS:

• Must understand and have worked in an operational environment such as a NOC or IT 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 CCNA 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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