5 x Incident Manager - Linux

  • Location:
    Bangalore, Karnataka, India
  • Area of Interest
    Engineer - Network
  • Job Type
  • Technology Interest
  • Job Id

What You'll Do

Applicant is expected to efficiently lead P1/P2 outages and other high priority incidents while clearly documenting actions taken and next steps. Should be dedicated in issue management and effectively collaborate with Tier 1, Tier 2 and Tier 3 engineers along with internal customer Delivery teams and command center. Key Roles and Responsibilities includes

  • Provide coverage and guidance on all P1, P2 and other high visibility incidents
  • Notify the management team through an e-page or appropriate mailer with the incident number and bridge information within XX minutes
  • Clearly document Investigation and restoral steps and ensure clear handover happens between engineers and Incident Managers at the end of each shift for ongoing issues and outages.
  • Provide internal and external executive level update to all partners
  • Ensure incident team has an active voice and is driving the troubleshooting
  • Assign tasks and track follow up actions and Engage additional resources as needed
  • Collaborate with multi-functional teams (Extended Platform Operations/Engineering/Command Center) to ensure unified messaging to customer
  • Assist with the development and delivery of RCA through collaboration with multi-functional teams when necessary
  • Actively identify and collaborate on issues that need to be raised to Problem Management
  • Participate in an on-call rotation with other Incident Managers
  • Act as queue manager to ensure incidents have an owner as needed
  • Refine/Improve Incident processes to drive team towards SLO goals and to ensure repeatable customer experience
  • Participate in incident ticket reviews to provide ongoing feedback to the Incident Team
  • Review operational metrics and drive team performance
  • Support and backup other Incident Managers

Who You'll Work With

The CMS Platform Operations team leads the CMS platforms and key goal is to maintain the uptime of the platforms. CMS Platforms enable monitoring of the customer networks and Platform Operations team primary helps Delivery teams by enabling access to the platforms and resolving incidents that impacts Delivery engineer's ability to effectively carry out day to day operations in the platform.

Who You Are

An In-depth understanding of ITIL Processes (Incident , Problem and Change Management) with effective written and verbal communication regardless of audience or Issue complexity. You should have solid ability to assemble needed teams to quickly resolve platform availability affecting Incidents. You should have demonstrable experience in dealing with Issues and customer facing Issues with high ability to work closely and remotely with others to accomplish goals. You are a self-starter who requires little oversight to achieve your goals and meet your objectives. You work well with others and are truly a great teammate. Customer satisfaction is in your DNA. You are able to see the big picture even when analyzing multiple complex factors under pressure and always keep the customer first to achieve goal of faster restoration for outages. You have a technical background and understand the fundamentals of troubleshooting.

  • Experience working in a 24/7 NOC environment on a Global Scale with Good understanding of ‘command and control’ procedures
  • Technical Background relevant to NMS or IT Infra/platform Management with 5+ year’s relevant experience
  • Excellent knowledge of Linux/OS administration
  • Hands on Experience in EM7 or similar NMS tools/applications.
  • Excellent customer interaction and communication skills
  • Strong Knowledge of ITIL Processes
  • Ability to work across cultures and time zones
  • demonstrable ability to send out clear and effective outage and related executive communications
  • Ability to prioritize workload while leading customer commitments.
  • Able to work independently with minimal supervision
  • Good interpersonal and collaboration skills

Minimum Qualifications:

  • Bachelor’s Degree level or equivalent
  • Minimum Five years of Incident Management experience (24*7 NOC/Operations Environment)
  • Minimum 8 years of relevant industry experience
  • Working knowledge of ITSM and it's understanding.

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  #WeAreCisco

Apply on the Company Site
Powered ByLogo