Incident Manager

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

What You'll Do

The Cisco Managed Services (CMS) team seeks a Incident Manager to be part of managed services for Enterprise and Service Provider customers owns incident restoration/resolution as per agreed SLA's.

Who You'll Work With

Become part of Cisco Managed Services (CMS) Team. CMS simplifies the ongoing management of Cisco Advanced Technologies, enhances the business benefits, and significantly reduces Total Cost of Ownership (TCO) for our customers. We are a dedicated team that works together to anticipate, identify, and resolve issues faster, more accurately, less expensive, and with more visibility than customers can on their own.

Who You Are

Roles & Responsibilities:
Be in IM shift and talk to engineers on shift on regular bases.

Join P1 and P2 Incident Bridge for  service restoration.

Make sure SMS notification and mail notifications/updates sent as per SLA and P1/P2 process

make sure IM  calls SP and explain the issue and its impact with POA to restore services

IM to send regular  updates till we restore services.

Keep monitoring mails from customer, and take actions if found any issues with mail sent by NOC team

 do 1 to 1 with NOC engineers discuss their issues and concerns, take and give feedback, be part of Team meeting.

Work with Internal stakeholder Closely on improving NOC operations, discuss escalations, with clear action Plan

Work Ops manager  for Monthly ORM and Governance meeting, prepare PPT review and get common agreement

Think on improving process of NOC to make sure NOC engineers understand them correctly

Take strong and necessary actions on Engineers who are not improving

look out for good work done by NOC engineers and make sure you recognize and reward them in time

Asses Skill level of NOC engineers and take action plan training

Keep a regular follow up on Value add tasks that engineers are doing other than day today work

Work closely with other IMs in NOC to make sure they are NOT overloaded by Operations  work

make sure to communicate with management about upcoming escalations i.e. giving heads up on HOT issues and possible escalation with all relevant updates

Work closely with other department managers

Minimum Qualification:
 BE/Btech, Good to excellent Knowledge of ITIL, Service Operations experience, over 6 years for Service operations and management.


•           Responsible for achieving service levels as defined in agreed operations level agreements.

•           Excellent coach and mentor to entire team. Foster and maintain a collaborative work environment.

•           Acts as a change agent and drives for continuous service improvement.

•           Must have a high degree of technical knowledge to understand the environment and provide management updates when needed.

•           Accountable for monitoring, detecting and incident handling for customer related incidents.

•           Responsible for the oversight and delivery of timely service restoration, e.g. driving and coordinating incident calls, escalation and notification to senior management

•           Helping to create business aligned support of incidents, with experts in driving and resolving outages for Cisco’s clients.

•           Works across AS to ensure quality service is being delivered to customers; Focused on business impact and business value of technical operations.

•           Collaborate with other teams and customers to improve service and increase value of Cisco services.



Desired Skills:

•           Requires experience leading multi-discipline technology teams preferably with work experience in SP Wi-Fi Solution Operations as Manager/Supervisor in a large, enterprise environment.

•           Experience with SP Wi-Fi automation, service monitoring and supporting capabilities that enhance problem determination, root cause analysis and rapid problem resolution

•           Knowledgeable in and have experience supporting IT infrastructure and applications

•           Thorough understanding of ITIL; Incident, Problem, Change and Configuration Management principles and able to apply best practices

•           Experience leading and managing transitions

•           Must demonstrate strategic thinking skills and maturity in tackling complex problems, dealing with people, technology and processes

•           Requires a proven track record in leading technical teams to resolve critical issues under tight timelines.

•           Strong interpersonal skills with the ability to build relationships, influence others, and obtain results through others with a strong bias towards partnering and collaboration.

•           Exceptional written and verbal communications skill with a demonstrated ability to effectively communicate across all levels of organizational leadership within the IT and business communities.

•           Demonstrates a high level of energy, results driven and able to work under pressure with tight deadlines.

•           Positive, good initiative, cheerful, enthusiastic personality, mixing well with people & getting their cooperation

•           Ability to develop and present technical material to team or respective audience

•           Communicate well within team and in customer interactions for technical discussions

•           Effective communication on technical issues and actions with TAC, BU organization.

•           Excellent command of spoken and written English

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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