Incident Manager - Data Centre Operations

The Business Entity

Cisco Managed Services (CMS) organization seeks an Incident Manager to join a team of extremely

talented professionals supporting the global Dcot infrastructure for a strategic customer/s. CMS is a team

of world-class experts whose focus is to help customers operate their networks effectively while delivering

the best possible customer experience. Our success is validated through outstanding financial results,

increasing customer satisfaction metrics, industry recognition, and employee satisfaction scores. Your

opportunity to impact the health and performance of networks and systems that surround us all are

limitless. Your career growth options will be BOLD, as we realize our vision to become the #1 IT

Company in the world. Make an impact with us!

The Team

As part of the Cisco CMS organization, you will be part of a dynamic, fast paced and supportive team that

will build you up as you manage the technical support for some of Cisco's biggest customers. You will be

given the opportunity to work alongside many of Cisco's Technical and Advanced Service organizations

and will receive unique insight into the IT services industry all the way from pre-sales to day 2 support as

an engineer focused on some of Cisco’s key customers.

What You’ll Do

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. All CMS team members are encouraged to give in the following areas:

• Understand and meet customer agreements (SLO/SLA/commitments)

• Follow and participate in the improvement of established team processes

• Identify and adhere to cost reduction measures

• You are encouraged to follow established team processes

• Understand ITIL framework (Event, Incident, Change & Problem Management)

• Collaborate with peers and multi-functional teams.

• Maintaining knowledge required to perform role effectively

• Participate in regular synch ups

• Actively share / develop innovation and automations for continued improvement

As an Incident Manager in our world-class team, you will gain the ability to earn industry-leading

certifications. You will be a strategic partner to our customers, saving their business from the

impact of network incidents, solving, and preventing the recurrence of technical issues. You will

solve our customers' toughest problems, ensuring that our customers get expected business

outcomes, providing a superior customer experience.

Role & Responsibilities

In this highly visible role as an Incident Manager of CMS, you will:

• Act as a focal point for high impact, large account problem resolution

• Works on complex problems where analysis of situations requires in-depth evaluation of factors

• Manage issues/customers by setting expectations and meeting/exceeding those expectations to

achieve the highest level of customer satisfaction

• Effectively communicate issues to engineers within the support team, and resolutions/work-

around to the customer

• Receive minimal supervision, no instruction on routine work, and general instruction on new

assignments

• Perform ad hoc analyses and tasks as assigned

• Provide guidance and leadership to less experienced engineers

• May require some travel to customer locations in this role

Who You Are

You require little oversight to achieve your goals and meet your objectives. You work well with others

and are truly a teammate. Technical knowledge and customer happiness is your DNA. You have

excellent verbal and written communication skills. You are able to see the big picture even when

analyzing multiple complex factors. You are a technically capable of resolving major incidents within

your technical expertise and understand the fundamentals of troubleshooting.

Minimum Qualifications

• Typically requires BE or B.Tech or equivalent with 12+ years-related experience

• Experience in customer support, knowledge of Cisco products in Routing & Switching domain

• Possess 5 years’ prior management experience (desirable)

• Possess 2 to 4 years’ experience of managing a Network Operations Center (NOC)

• Good understanding & experience in leading a team by applying all elements of Technical

Support

• Proven business and technical expertise and extensive customer service engineering experience

Desired Skills

• Demonstrates strategic skills

• Demonstrated industry awareness

• Operational mind-set and disposition

• Comfortable working in a dynamic and evolving organization and service

• Ability to formulate and deliver complex presentations throughout Cisco and to customer

technical departments

• Demonstrated drive for continuous learning, results-orientation, and teamwork

• - Firm Understanding of ITIL Process guidelines, with specific focus on Incident, Problem, and

Change Management

• - Ability to drive change through innovation & process improvement

• - Ability to manage projects and drive action items with customers and cross-functional peers

• - Proven crisis management skills

• - Build internal and external client relations

• - Professional & concise communication (written & verbal)

Why Cisco

We connect everything: people, processes, data, and things. We innovate everywhere, taking ambitious

risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we

do it in style with excellent personalities who aren't afraid to change the way the world works, lives,

plays and learns.

We are leaders with vision, 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.

#CXCHiring

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.

Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.