1218933-Incident Response Manager

  • Location:
    Austin, Texas, US
  • Area of Interest
    Professional Services
  • Job Type
  • Technology Interest
  • Job Id

Come be a part of Cisco Managed Services, the internal organization that delivers managed services by simplifying the ongoing management of Cisco Advanced Technologies, enhance the business benefits, and significantly reduce Total Cost of Ownership (TCO) for customers. A dedicated team that works together to anticipate, identify, and resolve issues faster, more accurately, less expensive, and with more visibility than customers can usually do on their own. 

Core Competencies

  • Ability to communicate technical concepts to executive level audience

  • A strong understanding of Unified Communications, Foundation, Video, and Security

  • Proven planning, prioritization and organization skills

  • Drive for continuous learning, results orientation and teamwork

  • Utilization of a good understanding of Cisco business strategies and drivers to guide activities

  • Ability to drive change through innovation

  • Proven crisis management skills

  • Proven leadership skills

  • Provides leadership and guidance to independently solve problems in broad, complex, and unique networks with mixed media

  • Provides systems/product training both internally and externally and intellectual property material

  • Acts as a focal point for large account network problem resolution

  • Ability to organize multiple people and technologies worldwide to solve complex technical issues

  • Provides input to teams on future process improvements and corrective actions


    Business Acumen

  • Apply understanding of Client/Cisco Business (e.g., leverage best practices, advocate customer position)

  • Contextualize impacts (e.g., identify implications of problems/issues/events on internal and external business processes)

  • Identify Opportunities for CMS Process Improvement (e.g., optimization, proactive, innovation)

  • Knowledge of Information Technology Infrastructure Library (ITIL) framework, with focus on Incident and Problem Management



  • Build client relations (e.g., establish productive and reciprocal relationships with Cisco Teams, Customers, Partners and other stakeholders)

  • Client communications (e.g., issue resolution status updates).

  • Team communications (e.g., facilitate information sharing, advocate client positions, leverage team resources)

  • Educate client and enforces compliance to policies, procedures and standards

  • Cross functional influence



  • Receives limited supervision

  • Determines methods and procedures on new assignments

  • Provides guidance and mentoring to other engineers

  • Translates Worldwide team goals into own work assignments.



  • Typically requires BS in a technical field (CS/EE preferred) or equivalent plus 4-6 years related experience

  • CCIE Voice required (other relevant and industry respected certifications may be considered in special circumstances).

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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