1218592 - Incident Manager

  • Location:
    San Jose, California, US
  • Additional Location(s)
    Richardson, TX
  • Area of Interest
    Project or Program Management
  • Job Type
    Professional
  • Technology Interest
    Networking
  • Job Id
    1218592
New

Who You'll Work With

Technical Services

Technical Services is team of world-class technical experts whose #1 focus is to help customers deploy and operate their networks effectively while delivering the best possible customer experience. Our success is validated through outstanding financial results, increasing customer satisfaction metrics, industry recognition, and employee satisfaction scores.

 

What You'll Do

TAC Duty Manager Team

Serving as an escalation point for our customers, partners, and internal stakeholders is at the core of our charter. We also keep a close pulse on our business operations; escalating any network/system issues with IT, invoking our business continuity plan, and keeping our engineers and leadership well informed. Our team is uniquely positioned with a “birds eye view” across our service delivery operation, which allows us to capture, analyze, and identify trends and gaps within our business that create opportunities for continuous improvement across the organization.


Role & Responsibilities

·     Act as an escalation point for Cisco customers, partners, and internal stakeholders

·     Assess the needs of a given support requirement and prioritize to ensure cases are handled at the correct resource level and with appropriate focus

·     Capture escalations in a tracking log making sure they are completely documented and successfully resolved

·     Act as a central point of coordination and communication, prioritizing and facilitating efforts to minimize impact and restore business operations during BCP events

·     Ensure that IT and cross-functional resources are properly engaged to resolve any critical application, network, or tool outages and provide communications to the organization regarding the outage

·     Perform analysis on our escalation data, identify trends, and present observations and recommendations to senior leadership


Why Cisco

At Cisco, each person brings their unique talents to work as a team and make a difference. 

 

Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.

• We connect everything – people, process, data and things – and we use those connections to change our world for the better.

• We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education and more – from Smart Cities to your everyday devices.

• We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities.


Colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Be you, with us! #WeAreCisco


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