Service Excellence Analyst

  • Location:
    Krakow, Poland
  • Area of Interest
    Administrative and Business Support
  • Job Type
  • Technology Interest
  • Job Id

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 a 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.

What You’ll Do

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

  • Through reports providing 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 scorecard for all regions
  • Understanding processes which engineers follow and coming up with improvements
  • Proposing KPIs which will drive efficiency and quality
  • Developing a good understanding of the CMS Service and Delivery Processes to drive process excellence
  • Driving the change of the behaviors for >100 people
  • Creating, communicating and tracking Internal Operational reports through regular meetings and sync ups with NOC Management stakeholders
  • Reporting to senior management with Operational reports on tickets by technology, region, priority, resolution time, response time, productivity, etc. on a weekly basis.
  • Collaborating with stakeholders across different Cisco/ CMS functions namely NOC Engineers, NOC Managers, Incident, Problem and Change managers, SSR Managers, Customer facing reporting team, etc.

Who You Are

Minimum requirements:

  • Experience in quality assurance/ service excellence analyst role is a must
  • Excellent MS Excel, PowerPoint and database querying skills (Splunk experience would be an asset)
  • ITIL Foundation knowledge and process orientation, certification is a plus
  • Desired Lean Six Sigma/ process excellence experience
  • Bachelor’s degree in Information Technology/ Telecommunications; experience in NOC/IT HD/IT CC would be a great asset. A 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 a multi-national/ multi-cultural enterprise environment
  • Experience working with cross-functional stakeholders
  • Excellent communication and good presentation skills
  • Experience with driving global initiatives
  • Fluency in English language

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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