1210737 - CMS Incident Manager

  • Company: Cisco
  • Location: Durham, North Carolina
  • Posted: July 30, 2017
  • Reference ID: 1210737
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 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. 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.

Who You Are

Work closely with the team Operations manager to assist with
  • Incident Management
  • Change Management
  • Operational Reporting
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
Must understand and have worked in an operational environment such as a NOC or Advanced Technical Support for 5-10 years
Demonstrated leadership experience in the area of Network Operations
Proven planning, prioritization, and organizational skills
Experience with developing and presenting customer consumable reports on Operational performance and efficiency
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)
BS in Engineering/Computer Science/IT and/or equivalent experience
Certifications: ITIL , Cisco CCNP or better

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.

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