15 days old

Incident Manager, Collaboration

Cisco Systems Inc.
Carolina Shores, NC 28467

What You'll Do

Cisco Managed Services is seeking an Incident Manager to support a distributed team that provides service availability of our largest customers consuming sophisticated Cisco collaboration technologies.

Who You Are

You have excellent verbal and written communication skills, with the ability to be the active voice leading technical and business direction during incidents of large impact.

You can lead a large globally complementary team to ensure the right specialists are engaged to resolving issues.

You can translate technical impacts into business language, and modify communication to varying audience levels.

You have prior experience in technology support operations and are interested in increasing leadership opportunities.

A technical background is strongly encouraged.


Support incident restoration and mitigation of incidents.

Drive continual improvement and alignment of team's incident processes.

Identify, initiate, and be accountable for reviews of important incidents, as well as ongoing operational incident management reviews.

Technical Skills

Knowledge of ITIL framework

Professional-level knowledge of Cisco Collaboration Suite (Unified Communications Manager, Instant Message and Presence, Unity Connection, voice gateways)

Working knowledge of routing & switching desired


5+ years of experience in service support

BS or MS degree required.

Professional level certification or equivalent advanced certification strongly desired.

Ability to work nights and weekends, through participation of an on-call schedule.

Why Cisco

At Cisco, each person brings their unique talents to work as a team and make a difference.

Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.

We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities.

We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education and more from Smart Cities to your everyday devices.

We connect everything people, process, data and things and we use those connections to change our world for the better.

Colorful hair? Dont care. Tattoos? Show off your ink. Like polka dots? Thats cool. Pop culture geek? Many of us are. Be you, with us! #WeAreCisco

We Are Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Heres how we do it.

We embrace digital, and help our customers implement change in their digital businesses. Some may think were old (30 years strong!) and only about hardware, but were also a software company. And a security company. An AI/Machine Learning 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, we give our egos a break and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take bold steps, and we take difference to heart. Because without diversity of thought and a commitment 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.


Posted: 2021-04-07 Expires: 2021-05-07

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Incident Manager, Collaboration

Cisco Systems Inc.
Carolina Shores, NC 28467

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