Incident Manager

  • Location:
    Krakow, Poland
  • Area of Interest
    Engineer - Network
  • Job Type
  • Technology Interest
  • Job Id
The Business Entity

Technical Services at Cisco is a team of world-class experts whose #1 focus is to help customers deploy and 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

Duty Management team comprises of experienced, motivated professionals who are passionate about maintaining high level of Customer Satisfaction. This team is responsible for cross-functionally working with Technical Services organization to address customer escalations. The ideal candidate should demonstrate strong leadership skills along with good understanding of cross-functional operational processes. Proven track record with strong Program Managements results and skills. A self motivated leader along with cross functional program management experience is preferred.

Job Responsibilities:
  • Is readily available and responds to customer issues in a timely manner
  • Acts as an escalation point for Cisco customers, identifies & ensures the delivery of the appropriate level of service to which the customer is entitled
  • Assesses the needs of the support requirement, risk manages and prioritizes to ensure cases are handled at the correct resource level and with appropriate focus.
  • Reviews and makes recommendations on situations where a process has experienced delays / issues.
  • Serves as point of contact when the responsible TAC technology team manager is not available or when the escalation process is not to the customer’s satisfaction.
  • Responds to OPERA escalation alerts that are not responded to by the CSE or appropriate management level.
  • Documents escalated cases in a tracking log making sure they are completely documented and successfully resolved
  • Documents all communications & decisions as Duty Manager Logs in SR notes
  • Maintains a Duty Manager Roster for both Primary and Backup Duty Manager roles.
  • In the instance of a significant BCP event, is a central point of coordination and communication, prioritizing and facilitating efforts to minimize impact and restore business operation capabilities.
  • Ensures that IT and cross-functional resources are properly engaged to resolve any critical application, network, or tool outages and provides communications and information to TAC regarding these site and tool issues.
  • Performs data analysis on reasons for escalations, identifying trends, and presenting observations and recommendations to senior leadership.
  • Coordinates, executes, reports, and informs about TAC Special Event Support (ex. Olympics, World Cup, Commonwealth Games, etc)
  • Partner with IT around Change & Release Management to minimize impacts to TAC Operations
  • Proactively monitor TAC work queues to ensure cases are accepted as per SLOs/SLAs.
  • Invoke the customer Catastrophic Outage Process when necessary and respond to CBI Social Media Outage Alerts.

Education and Experience:
  • Typically requires BSCS or BSEE or equivalent plus 2 to 4 years of related work experience.
  • ITIL and Six Sigma Certifications highly preferred

Related Business/Technical Knowledge/Skills and Expertise
  • Understanding of TAC operations and the operations of cross functional organizations in which the TAC interfaces during the course of customer case resolution.
  • General knowledge of Cisco products and service offerings
  • Demonstrated ability to act responsibility and decisively in a fast paced high stress environment
  • Proven technical expertise and extensive customer service/support experience.

Core Competencies:
  • Effective communication including strong negotiating and influencing skills.
  • Problem solving skills.
  • Sound business judgment.

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.

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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