Software Engineer - 1212408

  • Location:
    Bangalore, Karnataka, India
  • Area of Interest
    Engineer - Software
  • Job Type
  • Technology Interest
  • 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 CWS (Cloud Web Security) organization, you will be part of a dynamic, fast paced and supportive team that will build you up as you support the operations 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.


In this role, you will gain insight into the detailed functionality of Cisco Cloud Web Security product and partners. You will be exposed to all of CWS services/technologies and will have a significant influence in driving improvements.


Who You Are


Role & Responsibilities

In this highly visible role as Service Manager candidate will:

·     As a Service Manager, candidate will track, manage, review Service Performance & delivery and related action items

·     Problem Management responsibilities will primarily be reactive in nature working on root cause for high severity Incidents.

·     Analyze and track large complex networks & services problems.

·     Act as a focal point and escalation contact for high priority and high impact problems

·     Create Root Cause Analyses or CLCA, manage Major Problem Reviews and present findings to the customer.

·     Drive all actions from CLCA till closure

·     Automate major manual task using scripting or coding

·     Review, manage, update all processes related to Incident management, Event management, Problem management & Service management


Minimum Qualifications

·     Ideal candidate should be ITIL, Six Sigma certified

·     Prince2 / PMP certification will be an added advantage

·     Knowledge of Linux, TCP/IP, Java/Python or any other scripting language will be an added advantage

·     Understand and have working experience in a result driven environment, such as a NOC/SOC, IT infra management, for a minimum of 5-8 years.

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

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

·     Experience with developing and presenting consumable customer reports


Desired Skills

·     Strong customer relationship management

·     Strong stakeholder management skills

·     Proven planning, prioritization and organizational skills

·     Strong written/verbal communications skillset.

·     Strong interpersonal and teamwork skills.

·     Able to work independently with minimal supervision.


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!

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