1+ months

Escalation Manager

Cisco Systems Inc.
Poland, NY 14747

What You'll Do

The Support Escalation team is owning and handling both customer and AppD communications relating to a customer critical issue. Taking charge of the situation and de-escalating, re-assuring the customer and internal business partners that safe hands have them covered. 

As part of the role you will be working with the Support, Operations, Customer Success, Professional Services, and Engineering to improve communication flow and processes, ideally leading to a holistic solution to problems so that other customers do not experience the same impact.

  • Lead advanced and primary incidents with ownership of service restoration as per agreed SLA
  • Send notification to client and internal partners for primary issues
  • Ensure right resources are pulled in and engaged for important incidents
  • Ensure standardized methods and procedures are utilized globally
  • Call out to management, partners and vendors and collaborate to remove bottlenecks on high severity incidents
  • Attend and Lead incident review meetings, owning incident analysis and timelines
  • Identify incidents requiring special attention or escalation
  • Review and update incident management processes
  • Coordinate post-incident analysis of high priority incidents
  • Communicate incident status in a clear, accurate and concise manner
  • Provide leadership to the on-shift team, especially during service outages (service impacting and customer impacting events)
  • Work closely with Ops team to identify gaps and challenges as key takeaways on primary incidents
  • Provide mentorship and leadership to less experienced engineers.
  • May require some travel to customer locations in this role.

Who You'll Work With

You will become a part of a standout technical team that cares about helping and contributing our clients to operate our software and successfully improve their return on investment.

We collaborate with the software engineering and Ops infrastructure teams of the largest companies in the world, and we are considered as a vital partner and extension to their internal teams.

Who You Are

  • You understand and have worked in an customer facing operational environment such as a NOC or IT for 6-10+ years
  • Validated leadership experience in the area of customer service, incident & critical issue management
  • Shown planning, prioritization, and organizational skills
  • Experience with developing and presenting customer consumable reports on Operational performance and efficiency
  • Shown 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 inspire change through innovation & process improvement
  • Ability to manage projects and drive action items with customers and cross-functional peers
  • Validated crisis leadership skills
  • Build internal and external client relations
  • Professional & concise communication (written & verbal)
  • BS in Engineering/Computer Science/IT and/or equivalent experience

Why AppDynamics (Cisco)

AppDynamics is the Application Intelligence company that is part of Cisco. With AppDynamics, our customers have real-time insights into application and business performance and user behavior, so they can move faster in an increasingly sophisticated, software-driven world. Our integrated suite of products is built on our innovative, enterprise-grade App iQ Platform that enables our customers to make faster decisions that enhance customer engagement and improve operational and business performance.

AppDynamics is uniquely positioned to enable enterprises to accelerate their digital transformations by actively supervising, analyzing, and optimizing complex application environments at scale and in production which has led to proven success and trust with the Global 2000.



Posted: 2020-08-12 Expires: 2020-10-11

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Escalation Manager

Cisco Systems Inc.
Poland, NY 14747

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