1214603 - CMS Incident Manager

  • Location:
    RTP, North Carolina, US
  • Area of Interest
    Business Strategy and Operations
  • Job Type
  • Technology Interest
    Cloud and Data Center
  • Job Id

What You'll Do
As a team member, are you passionate about driving customer success? Ensuring that customers realize their business goals is the charter of the Cisco services team. As a leader of a focused service delivery function you will influence, inspire and manage the business strategy, customer relationship and delivery teams.

Who You'll Work With
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. The ideal candidate demonstrates knowledge of Cisco processes and team dynamics across the organization, as well as the superior coaching and motivational skills required to engage, develop and retain top talent on a high-performance team.

Who You Are

•  Work closely with the team Operations manager to assist with

o Incident Management

o Change Management

o Operational Reporting

•  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


• Must understand and have worked in an operational environment such as a NOC or IT for 5-10 years

• Demonstrated leadership experience in the area of Network Operations

• Proven planning, prioritization, and organizational skills

• Experience with developing and presenting customer consumable reports on Operational performance and efficiency

• 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)

• BS in Engineering/Computer Science/IT and/or equivalent experience

• Certifications: ITIL, Cisco CCNA or better

Why Cisco
At Cisco, each person brings their unique talents to work as a team and make a difference.
Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.
• We connect everything – people, process, data and things – and we use those connections to change our world for the better.
• We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education and more – from Smart Cities to your everyday devices.
• We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities.

Colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Be you, with us! #WeAreCisco

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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