Service Operations Manager - Cloud Incident Management

  • Location:
    Bangalore, Karnataka, India
  • Area of Interest
    Professional Services
  • Job Type
  • Technology Interest
  • Job Id
What You'll Do:
* Coordinate team and individual response to customer escalations that arise from CS, Sales, Cisco TAC, or SSEs through formal escalation processes and back-channels.
* Perform case analysis from ticket queue/Jabber/floor/email sources. Triage and escalation assistance for Engineering/SOC/BU/Product teams as needed.
* Incident Leadership - Coordinate or execute processes as needed for internal/external comms and management updates during production incidents/outages/maintenances.
* Request, process, write, and manage delivery of RFO/RCA summary statements from Cloud Services
* Work with Cisco WebEx Cloud Services to understand, approve, and work with cross-functional teams through CC process.
* Communicate and work effectively with staff at all levels of the organization and cross-functionally
* Provide regular status to other service and delivery leaders on trends, issues, opportunities, and issues, and deliver constructive feedback both face to face and in writing.
* Work with readiness teams to ensure technical support preparedness for major changes and maintenance.
* Act as a central point of coordination and communication, prioritizing and facilitating efforts to minimize impact and restore business operations during BCP events
* Maintain an excellent and conducive work relationship with the leaders in the organization and extends support wherever needed.

Who You'll Work with:
Do you have what it takes? The Technical Services Organization at Cisco is a team of world-class technical experts whose primary focus is to help customers deploy and operate their networks effectively while delivering the best possible customer experience. Cisco's Technical Assistance Center (TAC) is aligned to three geographic regions; together, they form one global, borderless TAC. The TAC is the first to be confronted by challenges and issues with new equipment and tools in the field. Revered by many as the “best networking school” in the world, roles in the TAC have a technology runway that never ends. The breadth and diversity of technology exposure is second to none; and comes with the territory when you are keeping the world's networks humming.
The Cisco WebEx Service Operations Manager role provides enterprise-class incident and escalation support as part of the overall Cisco WebEx SaaS offering. We ensure internal and external customers and execs are informed of operational concerns and key issues. This role will work cross-functionally enabling our support teams to successfully support our customers using Cisco WebEx products and services, including case and incident analysis to assist team members, leaders, and internal departments to better support internal and external customers. A successful candidate must work effectively within deadlines, collaboratively and independently with little to no instruction, and be flexible to business needs and schedules. He/she will be a positive team player, with high energy and be willing/able to collaborate closely with team members, whether responding to other requests, or asking for assistance.

Who You Are:
* Exceptional communication and customer service skills are required as well as advanced organization, time management, and analysis skills
* Technically astute, willing and able to pick up technology and concepts and develop training and content.
* Effective listening and strong communication skills (both verbal and written)
* Comfortable in a fast-paced, self-guided, dynamic and demanding environment
* Ability to understand, demonstrate and discuss Technical Support processes with trainees
* Strong understanding of Cisco WebEx architecture and services
* Mastery level knowledge of Microsoft PowerPoint and working knowledge of Microsoft Office applications
* Experience with SaaS business models and delivery methods, including working knowledge of networking, system architecture, and client side software
* Knowledge and experience with Unified Collaboration technologies and enterprise collaboration tools
* Ability to convey confidence and authority internally, as a subject matter expert (SME) for Cisco WebEx applications and services
* Willingness to flex into other projects and learn on the go
* Creativity in providing solutions to competing priorities and deliverables with short timelines
* Experience in explaining complex concepts to staff members with varying degrees of experience of SaaS based products
* Working knowledge of web based protocols and communication (HTTP, DNS, SSL, TCP/IP, SMTP, HTML)
* Working knowledge of programming concepts (REST API, XML, JSON) a plus

Desired Skills:
* Excellent analytical and problem solving skills. Strong understanding of analytical methods and reporting/data modeling is required.
* Bi-lingual is a plus
* CCNA certification is a plus
* BA/BS preferred
* 5+ years in Collaboration-relevant SaaS environment preferred

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.
The Internet of Everything is a phenomenon driving new opportunities for Cisco and it is transforming our customers' businesses worldwide. We are pioneers and have been since the early days of connectivity. Today, we are building teams that are expanding our technology solutions in the mobile, cloud, security, IT, and big data spaces, including software and consulting services. As Cisco delivers the network that powers the Internet, we are connecting the unconnected. Imagine creating unprecedented disruption. Your revolutionary ideas will impact everything from retail, healthcare, and entertainment, to public and private sectors, and far beyond. Collaborate with like-minded innovators in a fun and flexible culture that has earned Cisco global recognition as a Great Place to Work. With roughly 10 billion connected things in the world now and over 50 billion estimated in the future, your career has exponential possibilities at Cisco.

We Are Cisco

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