1+ months

Problem Manager with UC experience

Cisco Systems Inc.
Carolina Shores, NC 28467

Cisco seeks a Problem Manager to join some of the industry's brightest minds in providing strategic problem management support. In this role, you will be empowered to transform the way that CMS delights our customers. This role is a position of large influence and impacts Cisco Managed Services (CMS) continues to own the industry.

You will gain insight into the detailed functionality of Cisco products and partners with all distributed elements of the supply chain and be exposed to all of CMS services/technologies and will have a significant influence in driving improvements.

What Youll Do

All CMS team members are encouraged to add value in the following areas:

Understand and meet customer agreements (SLO/SLA/commitments)

  • Follow and participate in the improvement of an established team processes
  • Identify and enforce to cost reduction measures
  • Understand ITIL framework (Event, Incident, Change & Problem Management)
  • Collaborate with peers and multi-functional teams
  • Maintaining the knowledge required to perform the role effectively
  • Participate in regular synch ups
  • Actively share/develop innovation and automation for continued improvement

Specific to the role of Proactive Problem Manager, responsibilities may include:

  • Collaborate with all appropriate parties in an effort to collect all proper data for RCA/MPRs
  • Own and complete Root Cause Analyses (RCA) and Major Problem Review (MPR) for all major and high visibility incidents (P1/P2)
  • Build and define knowledge error articles (KEAs) to reduce MTTR and increase the ability to acquire RCA
  • Proactive with Data-Focus
  • Predictive Problem Management - Conduct Data Analysis and advice support team and customer of anticipated future problems proactively
  • Data Analytics - Identify incident trends, drive the reduction of incidents by analyzing monthly alarm and ticket data, investigating, and resolving problems
  • Investigate and drive optimization opportunities related to Ticket Enrichment Automation
  • Contribute to crafting manual and automated proactive checks to improve PM visibility
  • Own and lead Customer-focused activities and communications (internal/external) in support of customer-related PSIRT and Field Notices (FN's)
  • Work closely with the team Operations Manager and Incident Manager to assist with creation and CSI for Problem Management related processes
  • Lead and initiate appropriate communications and mitigation strategies related to Mass Vulnerabilities ex: Security Advisory's (SA)
  • Provide technical leadership, mentorship, and training to less experienced engineers.

Who Youll Work With

The CX Managed Services team provides second/third level technical support for solutions and cloud-enabled endpoint products on a worldwide basis via inbound/outbound phone calls, email, web and remote access. Provide consultation to independently solve & debug solutions for Cisco customers, partners, account teams along with collaborating with other TAC engineers to resolve issues.

Who You Are

You are detail-oriented and organized. You work well with others and are truly a team player. Drawing conclusions from multiple data points is in your DNA. You have excellent verbal and written communication skills. You are able to see the big picture even when analyzing multiple sophisticated factors under pressure. You have a deep understanding of the fundamentals of Problem Management.

Required Skillsets

  • AA/BA in a technical field plus some experience in a Network Operations Centre or Technical Assistance Centre
  • Good technical experience to include Cisco voice technologies, call manager, voicemail, voice encoding, and Cisco phones.
  • CCIE level certification in Cisco UC Technologies
  • Analytical mind with a willingness to get into data and draw conclusions based on trends observed. Knowledge of data analytics methodologies

Desired Skills

  • 2-5 years experience in a Problem Management role
  • Experience in Data Analytics methodologies as well as knowledge of Splunk
  • Experience in Python and other scripting languages
  • Good organizational skills
  • Ability to prioritize technology while managing customer commitments
  • Strong written/verbal communications skillset
  • Good interpersonal and partnership skills
  • Able to work independently with minimal direction

#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: 2021-03-10 Expires: 2021-05-09

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Problem Manager with UC experience

Cisco Systems Inc.
Carolina Shores, NC 28467

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