CMS Incident Manager

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  • Location:
    Offsite, RTP, North Carolina, US
  • Alternate Location
    Remote
  • Area of Interest
    Engineer - Network
  • Compensation Range
    102500 USD - 141500 USD
  • Job Type
    Professional
  • Technology Interest
    Networking
  • Job Id
    1421179

Who We Are
Cisco Managed Services 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!


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 our teammates and peers. "Work hard, play harder" is the motto of the team.  


Our team has global presence located in 2 US centers, 3 centers in EMEA and 2 India centers. Within our elite team you will develop your hands-on experience and gain 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,  while solving and preventing the recurrence of technical issues. You will resolve our customers' toughest problems, ensuring they receive the best business outcomes while providing an outstanding customer experience.


  • Who You Are 

  • You will act as a focal point for high impact, large account problem resolutions and work on sophisticated problems where analysis of situations requires in-depth evaluation and handle issues/customers by setting expectations and meeting/exceeding those expectations to achieve the highest level of customer satisfaction.  
    • You will 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
  • General understanding of ITIL process guidelines, with specific focus on Incident, Problem, and Change Management
  • Proven crisis-management skills
  • Strong written and verbal communication skills

    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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