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7 - 10 years
Posted: 2019-02-12

Software Engineer/ Programmer
Posted On
12th Feb 2019
Job Ref code
Job Description
Job Description:

Incident Manager

The Business Entity
Cisco CMS seeks an Incident Manager to join some of the industrys brightest minds in providing proactive incident management support. In this role you will be empowered to transform the way that CMS delights our customers. This leadership role is a position of large influence and impacts the way that CMS continues to lead the industry.

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

Roles & Responsibilities:
In this highly visible role as Incident Manager you will:
Act as a single point of contact for large incident resolution through escalation and management across multiple divisions of Cisco.
Lead/Drive cross-functional teams to satisfy escalations.
Provide executive level status updates through the lifecycle of an incident-Verbal/Written
Involved in analyzing trends in shaping continuous improvement through business analytics and metrics.
Attributes of a Successful Candidate
We are looking for new talent with the following qualities and skills:
Ability to work in a fast-paced, high-pressured, cross functional, cross country, territory and theatre environment
Demonstrate high-level of maturity and confidentiality
Attention to detail and stellar interpersonal skills
Possess strong presentation and communications skills
Have strong time management skills

Education & Experience:
Typically requires an Bachelors degree in a technical discipline plus 7-10 years of experience in a Network Operations Center or Technical Assistance Center.
Strong technical experience to include Unified Communications, Data Center or Foundations Technologies
Ability to work with internal and external executive level customers with confidence while providing an exceptional experience.
2-5 years experience in a team leadership role while acting as a liaison with external/internal customers.
ITIL expert certification is a plus

Desired Skills:
Good organizational skills. This position requires that the Incident Manager is able to prioritize his or her workload while managing customer commitments.
Strong written/verbal communications skillset.
Strong interpersonal and teamwork skills.
Able to work independently with minimal supervision

About Cisco
The Internet of Everything is a phenomenon driving new opportunities for Cisco and it's transforming our customers' businesses worldwide. We are pioneers and have been since the early days of connectivity. Today, we are building teams that are expanding our technology solutions in the mobile, cloud, security, IT, and big data spaces, including software and consulting services. As Cisco delivers the network that powers the Internet, we are connecting the unconnected. Imagine creating unprecedented disruption. Your revolutionary ideas will impact everything from retail, healthcare, and entertainment, to public and private sectors, and far beyond. Collaborate with like-minded innovators in a fun and flexible culture that has earned Cisco global recognition as a Great Place to Work. With roughly 10 billion connected things in the world now and over 50 billion estimated in the future, your career has exponential possibilities at Cisco.

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