CMS - Incident Manager

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  • Location:
    Krakow, Poland
  • Area of Interest
    Customer Experience
  • Job Type
    Professional
  • Technology Interest
    Networking, Service Provider
  • Job Id
    1418208

INCIDENT MANAGER

1.       What You'll Do

CX Cisco Managed Services (CMS) organization seeks an Carrier Manager to join a team of extremely talented professionals supporting the global networking infrastructure for a strategic customers. CX CMS is a team of world-class experts whose focus is to help customers operate their networks effectively while delivering the best possible customer experience. Our success is validated through outstanding financial results, increasing customer satisfaction metrics, industry recognition, and employee satisfaction 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 huge, as we realize our vision to become the #1 IT Company in the world. Make an impact with us!

As an Carrier Manager in our world-class 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, addressing and preventing the recurrence of technical issues. You will solve our customers' toughest problems, ensuring that our customers get expected business outcomes, providing a superior customer experience.

Cisco CX CMS Carrier Manager function ensures that CMS’s Incident management team has all essential data related to Carriers to manage Carrier related incidents. Carrier Manager works with internal and customer leadership to ensure the information and carrier relationship are managed in the best optimal way.

Carrier Manager is supported by a group of Engineers known as Carrier Network Engineer team. CNE’s play a crucial role in ensuring WAN links are restored on-time by monitoring, troubleshooting and collaborating with carriers. He / She is a strong cross functional leader who will ensure customer WAN Network is always Up and running.

2.       Carrier Manager Roles and Responsibilities:

  • Leading Team of Carrier Network Engineers (CNEs) to ensure carrier engaged tickets are worked and WAN circuits are restored as per SLA
  • Build and retain Top class technical talent for CNE team
  • Publish loss of WAN redundancy Reports and update on a regular(Daily/Weekly/Monthly)
  • Developing process to address all Carrier related activities such as Carrier Maintenance, Engagement, Service Improvement etc.
  • Analyzing and identifying recurring issues and working with problem management and carriers towards a permanent fix
  • Participating in carrier review calls
  • Keep the Circuit ID database updated and Work with Customers or Carriers to ensure missing circuits are updated
  • Drive Technical projects like Circuit ID streamlining, Contribution to Availability and Capacity dashboards
  • Develop WAN Availability and Capacity Management Process
  • Improve efficiency and reduce Human errors via Automation Initiatives
  • Ensure timely communications are sent to key internal and customer stakeholders for Critical sites and resolution comms should be out sent once the issue is resolved
  • Responsible for sharing of RFO from Carriers on the critical sites
  • Drive Continual Service Improvement activities (CSIP) with Carriers across the globe
  • Measure and ensure Carriers are honoring the committed SLAs and share reports to Cisco and Customer leadership team
  • Collaborate and liaison with Cisco and Customer Project Teams to drive Technical Projects related to Carrier Management functions
  • Act as the face of CMS to the Customer Leadership team
  • Act as the Face of Customer to the Carriers / ISPs
  • Escalate the issues with Carrier Escalation matrix on-time to resolve issues
  • Build excellent relationship with Customers, Carriers and Internal stakeholders
  • Participate in carrier monthly/weekly/daily review calls and update the carrier score card

Qualifications:

  • Strong Verbal and Written Communication
  • Team Leader and Team Player
  • Cross Functional Leader
  • People Leadership Skills
  • Prior knowledge of Service Delivery or Carrier Engagement is strongly preferred
  • Strong Microsoft Excel and PowerPoint Skills
  • Strong Analytical Skills
  • Firm Understanding of ITIL Process guidelines, with specific focus on Incident, Problem, and Change Management
  • BS in Engineering/Computer Science/IT and/or equivalent experience
  • Certifications: CCNA or CCNP level Knowledge, ITIL V4 Certification

3.      Why Cisco

We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren't afraid to change the way the world works, lives, plays and learns. We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers. We Are Cisco.

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Message to applicants applying to work in the U.S. and/or Canada:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:

.75% of incentive target for each 1% of revenue attainment up to 50% of quota;

1.5% of incentive target for each 1% of attainment between 50% and 75%;

1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

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