1+ months

Incident Manager

Cisco Systems Inc.
Carolina Shores, NC 28467

Incident Manager

What You'll Do

Cisco Managed Services at Cisco is a team of outstanding experts whose #1 focus is to help customers deploy and operate their networks effectively while delivering the best possible customer experience. Our success is validated through outstanding financial results, growing customer satisfaction metrics, industry recognition, and employee happiness 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 ambitious, as we realize our vision to become the #1 IT Company in the world. Make an impact with us!

Cisco Managed Services (CMS) group seeks a Customer Support Engineer with expertise in Cisco Routing and Switching Technologies. As an Incident Manager in our elite team you will gain hands-on experience and 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 encouraged business outcomes, providing an outstanding customer experience.

Who You'll Work With

The team is group of highly skilled, dynamic, diverse, and hardworking engineers who go above and beyond in assisting not just the customer but also their teammates and peers. "Work hard, play harder" is the motto of the team.

The team is a good mix of engineers with varying years of experience (from 3 years all the way to 12 years) in Cisco technologies and solutions, and each-and-every-one of them bring great value to the table.

Our team has global presence located in 2 US centers, 3 centers in EMEA and 2 India centers

Who you are

  • Act as a focal point for high impact, large account problem resolution
  • Works on sophisticated problems where analysis of situations requires in-depth evaluation of factors
  • Handle issues/customers by setting expectations and meeting/exceeding those expectations to achieve the highest level of customer happiness
  • Effectively communicate issues to engineers within the support team, and resolutions/work-around to the customer
  • Receive minimal direction, no instruction on routine work, and general instruction on new assignments
  • Perform ad hoc analyses and tasks as assigned
  • Provide mentorship and leadership to less experienced engineers
  • May require some travel to customer locations in this role

Qualifications

  • Must understand and have worked in an operational environment such as a NOC or IT 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

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.

We embrace digital, and help our customers implement change in their digital businesses. Some may think were old (36 years strong) and only about hardware, but were also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do you cant put us in a box!

But Digital Transformation is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.

So, you have colorful hair? Dont care. Tattoos? Show off your ink. Like polka dots? Thats cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us! 

Categories

Posted: 2021-03-12 Expires: 2021-05-12

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Incident Manager

Cisco Systems Inc.
Carolina Shores, NC 28467

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