Service Operations Manager - Cloud Incident Management - WebEx Support

  • Location:
    Bangalore, Karnataka, India
  • Area of Interest
    Professional Services
  • Job Type
  • Technology Interest
    Cloud and Data Center
  • Job Id


What You’ll Do


Coordinate team and individual response to customer escalations that arise from CS, Sales, Cisco TAC, or CSEs through formal escalation processes and back channels.

 • Perform case analysis from ticket queue/Jabber/floor/email sources. Triage and escalation assistance for Engineering/SOC/BU/Product teams as needed.

• Incident Leadership - Coordinate or execute processes as needed for internal/external comms and management updates during production incidents/outages/maintenances.

 • Request, process, write, and manage delivery of RFO/RCA summary statements from Cloud Services

 • Work with Cisco WebEx Cloud Services to understand, review, and work with cross-functional teams through CC process.

• Communicate and work effectively with staff at all levels of the organization and cross-functionally

 • Provide regular status to other service and delivery leaders on trends, issues, opportunities, and issues, and deliver constructive feedback both face to face and in writing.

 • Work with readiness teams to ensure technical support preparedness for major changes and maintenance.

 • Act as a central point of coordination and communication, prioritizing and facilitating efforts to minimize impact and restore business operations during BCP events.

 • Maintain an excellent and conducive work relationship with the leaders in the organization and extends support wherever needed.


Who You’ll Work With

Enterprise-class incident and escalation support as part of the overall Cisco WebEx SaaS offering. We ensure internal and external customers and execs are informed of operational concerns and key issues. This role will work cross-functionally enabling our support teams to successfully support our customers using Cisco WebEx products and services, including case and incident analysis to assist team members, leaders, and internal departments to better support internal and external customers.

Who You Are


• Exceptional communication and customer service skills are required as well as advanced organization, time management, and analysis skills

 • Technically astute, willing and able to pick up technology and concepts and develop training and content

 • Effective listening and strong communication skills (both verbal and written)

 • Comfortable in a fast-paced, self-guided, dynamic and demanding environment

 • Ability to understand, demonstrate and discuss Technical Support processes with trainees

 • Strong understanding of Cisco WebEx architecture and services

 • Mastery level knowledge of Microsoft PowerPoint and working knowledge of Microsoft Office applications

 • Experience with SaaS business models and delivery methods, including working knowledge of networking, system architecture, and client side software

 • Knowledge and experience with Unified Collaboration technologies and enterprise collaboration tools

 • Ability to convey confidence and authority internally, as a subject matter expert (SME) for Cisco WebEx applications and services

 • Willingness to flex into other projects and learn on the go

 • Creativity in providing solutions to competing priorities and deliverables with short timelines

 • Experience in explaining complex concepts to staff members with varying degrees of experience of SaaS based products

 • Working knowledge of web based protocols and communication (HTTP, DNS, SSL, TCP/IP, SMTP, HTML)

 • Working knowledge of programming concepts (REST API, XML, JSON) a plus

Desired Skills:

• 5+ years in Collaboration-relevant SaaS environment preferred
• Bi-lingual is a plus

• CCNA certification is a plus

• BA/BS preferred.


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 Are Cisco.

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!