Quality Analyst (Cloud Managed Services)

  • Location:
    Krakow, Poland
  • Area of Interest
    Administrative and Business Support
  • Job Type
    Professional
  • Technology Interest
    Networking
  • Job Id
    1210798
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What You’ll Do

 

The purpose of this role is to create internal CMS (Cloud Managed Services) reports so the Network Operations Center (NOC) Managers can more objectively manage their teams.  

 

As a CMS Quality Analyst for one of the largest Customers in the CMS portfolio, your roles and responsibilities will be to:

  • Develop good understanding of the CMS Service and Delivery Processes
  • Develop an understanding of the scope and capabilities of the CMS Platform
  • Create, Communicate and Track Internal Operational reports through regular meetings and sync ups with NOC Management stakeholders
  • Report to senior management with Operational reports on tickets by technology, region, priority, resolution time, response time, productivity, etc. On a weekly basis.
  • Through these reports be able to provide objective data on ticket trending, Backlog Management in terms of age/severity/ Technology and region, Major/Critical tickets with aging, Process misses & lessons learnt and a Quality score card for all regions.
  • Establish good working relationship with stakeholders across different Cisco/ CMS functions namely NOC Engineers, NOC Managers, Incident, Problem and Change managers, SSR Managers, Customer facing reporting team, etc.
  • Collaborate with experienced technical staff
  • Take responsibility for one or more customer internal reporting

 

Who You’ll Work With

Cisco Managed Services (CMS) provides customers with assurance that the IT platform is in good hands while they focus on opportunities and challenges resulting from the accelerating pace of technology evolution. CMS offers accelerated agility, higher Return on Investment (ROI) and risk mitigation through a choice of delivery & consumption options designed to meet varying needs, budgets and environments.

Our CMS Regional Network Operation Centers (NOC) focus on managing the incidents, Problems, Changes and SSRs from variety of customers across three main technology “towers” and for many customers.  Each NOC Manager needs to ensure the team is correctly skilled, scoped, sized and experienced to meet the required and future delivery model and quality level of each customer. 

 

Who You Are

Minimum requirements:

  • Bachelor’s degree in Information Technology/ Telecommunications. University degree in other fields/ specializations will be considered, if the candidate has relevant experience
  • 5+ years relevant experience in an Operations Management role in IT
  • Experience in quality assurance/ quality analyst role
  • Excellent MS excel, PowerPoint and database querying skills (Splunk experience would be an asset)
  • Experience in a multi-national/ multi-cultural enterprise environment
  • Experience working with cross functional stakeholders
  • ITIL Foundation knowledge, certification is a plus.
  • Excellent communication and good presentation skills.
  • Experience with driving global initiatives.
  • Fluency in English language.
  • Desired Lean Six Sigma/ process excellence experience
 

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.

 

            *LI-EMEA-MM1

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