1208966 - Problem Manager-Cloud and Managed Services

  • Location:
    RTP, North Carolina, US
  • Additional Location(s)
    Austin, TX
  • Area of Interest
    Engineer - Network
  • Job Type
  • Technology Interest
    Cloud and Data Center
  • Job Id

What You'll Do

Cisco seeks a Problem Manager to join some of the industry’s brightest minds in providing reactive/proactive problem management support. In this role you will be empowered to change the way that Cisco delights our customers as you leverage best practices to provide optimal technical support.

Who You'll Work With

Problem management focuses on incident prevention and operational stability within Cisco CMS platforms by performing root cause analysis against high severity or chronic incidents, and managing the implementation of corrective actions to eliminate or reduce the severity of this type of incident in the future. Problem management is part of the CMS continuous improvement cycle, and attempts to proactively understand the platform, and incidents to maintain platform availability and operations to customer expected standards.

Who You Are

The CMS problem manager:

•       Executes the problem management process within required timelines. This includes problem investigations, root cause analysis, documenting corrective actions, long term fixes, and driving actions to completion.

•       Works across internal Cisco and vendor teams to gather information for root cause analysis, and creation of long term fixes, and helps coordinate implementation.

•       Ensures knowledge base articles and resolutions are up-to-date based upon current working knowledge of the system.

•       Drives development of standard operational procedures and process, especially where gaps are found during problem analysis.

•       Assists in execution of projects for platform improvement where these project would provide long term fixes.

•       Provides both problem analysis summaries and detailed information to management as required.

•       Ensures that fixes do not create further problems via major problem review process. Alleviates “Fixes that fail” syndrome, by reviewing effectiveness of the corrective actions.

•       Assists with continuous improvement by creating and using metrics and PDCA (plan-do-check-act) cycles.

•       Understands Agile / Scrum SDLC and how to engage engineering process for bug fixes and improvements.

•       Engages with other ITIL team process, such as incident, change and capacity management.

•       Clearly and concisely documents root cause analysis findings and why corrective actions will yield a long term fix.

•       Coordinates reviews of problems and resolutions with Engineering teams, Architects, and Service Delivery Managers

•       Handles problem escalations as required

•       Educates operations teams, vendors and Engineering on problem management process, and expectations of each team within the process

•       Works to launch proactive / continuous improvement projects to increase platform stability, supportability, and efficiency.

•       Analyzes and implements best practices from Cisco, ITIL and outside organizations as part of continuous improvement.

•       Possesses deep technical knowledge of operating systems, networks, and management applications to forward team understanding of complex operations and failure modes.

Understand and have working experience in a results driven environment, such as a NOC, for a minimum of 5 years.

● Firm understanding of ITIL Process guidelines, with specific focus on Service Operations and Problem Management

● Ability to isolate problems and deliver solutions with a high level of customer satisfaction.

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.


● Experience with developing and presenting consumable customer reports

We connect everything - people, process, data and things. We innovate everywhere to create fresh ideas and possibilities. We make a meaningful difference that will benefit everyone - our people, our customers and the world around us.

Our technology changes the way the world works, lives, plays and learns. But our edge doesn't come from technology. It comes from our people. We're looking for the kind of people who take smart risks, thrive in diverse environments, inspire their colleagues, and are committed to having an impact on the world. Whether you create technology solutions that redefine business or build connections that strengthen the community, you can make it happen at Cisco!

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