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Incident Manager

  • Wymiar czasu: pełny
  • lokalizacja: Kraków
  • Data ważności oferty: 10.06.2024
Cisco Systems

Incident Manager

LOCATION:
Krakow, Poland
ALTERNATE LOCATION
Anywhere in Poland
AREA OF INTEREST
Business Strategy and Operations
JOB TYPE
Professional
TECHNOLOGY INTEREST
Big Data, Analytics, Internet of Everything, Networking, Security
JOB ID
1421363

Incident Manager – Data Centre Operations

The Business Entity

Cisco Managed Services (CMS) organization seeks an Incident Manager to join a team of extremely talented professionals supporting the global Dcot infrastructure for a strategic customer/s. CMS is a team of world-class experts whose focus is to help customers 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

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. You will be given the opportunity to work alongside many of Cisco’s Technical and Advanced Service organizations and will receive unique insight into the IT services industry all the way from pre-sales to day 2 support as an engineer focused on some of Cisco’s key customers.

What You’ll Do

Become part of Cisco Managed Services (CMS) Team. CMS simplifies the ongoing management of Cisco

Advanced Technologies, enhances the business benefits, and significantly reduces Total Cost of

Ownership (TCO) for our customers. We are a dedicated team that works together to anticipate, identify, and resolve issues faster, more accurately, less expensive, and with more visibility than customers can on their own. All CMS team members are encouraged to give in the following areas:

  • Understand and meet customer agreements (SLO/SLA/commitments)
  • Follow and participate in the improvement of established team processes
  • Identify and adhere to cost reduction measures
  • You are encouraged to follow established team processes
  • Understand ITIL framework (Event, Incident, Change & Problem Management)
  • Collaborate with peers and multi-functional teams.
  • Maintaining knowledge required to perform role effectively
  • Participate in regular synch ups
  • Actively share / develop innovation and automations for continued improvement

As an Incident Manager in our world-class team, you will gain the ability to earn industry-leading certifications. You will be a strategic partner to our customers, saving their business from the impact of network incidents, solving, and preventing the recurrence of technical issues. You will solve our customers’ toughest problems, ensuring that our customers get expected business outcomes, providing a superior customer experience.

Role & Responsibilities

In this highly visible role as an Incident Manager of CMS, you will:

  • 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

Who You Are

You require little oversight to achieve your goals and meet your objectives. You work well with others and are truly a teammate. Technical knowledge and customer happiness is your DNA. You have excellent verbal and written communication skills. You are able to see the big picture even when analyzing multiple complex factors. You are a technically capable of resolving major incidents within your technical expertise and understand the fundamentals of troubleshooting.

Minimum Qualifications

  • Typically requires BE or B.Tech or equivalent with 12+ years-related experience
  • Experience in customer support, knowledge of Cisco products in Routing & Switching domain
  • Possess 5 years’ prior management experience (desirable)
  • Possess 2 to 4 years’ experience of managing a Network Operations Center (NOC)
  • Good understanding & experience in leading a team by applying all elements of Technical Support
  • Proven business and technical expertise and extensive customer service engineering experience

Desired Skills

  • Demonstrates strategic skills
  • Demonstrated industry awareness
  • Operational mind-set and disposition
  • Comfortable working in a dynamic and evolving organization and service
  • Ability to formulate and deliver complex presentations throughout Cisco and to customer technical departments
  • 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)

Why Cisco

We connect everything: people, processes, data, and things. We innovate everywhere, taking ambitious risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with excellent personalities who aren’t afraid to change the way the world works, lives, plays and learns.

We are leaders with vision, 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.

#CXCHiring

Message to applicants applying to work in the U.S. and/or Canada:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate’s hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:

.75% of incentive target for each 1% of revenue attainment up to 50% of quota;

1.5% of incentive target for each 1% of attainment between 50% and 75%;

1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

Prosimy powołaj się na portal Mamo Pracuj składając aplikację
W Cisco wierzymy w potęgę technologii i możliwości jakie daje ona organizacjom na całym świecie, a naszym celem jest tworzenie inkluzywnej przyszłość dla wszystkich. Zatrudniamy obecnie 80 tys. pracowników w 95 krajach, w tym 2,5 tys. w Polsce, a nasze...

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