CMS Senior Problem Manager - ACI
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Location:Krakow, Poland
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Area of InterestEngineer - Network
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Job TypeProfessional
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Technology InterestCloud and Data Center, Networking, Security
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Job Id1419276
• Understand and meet customer agreements (SLO/SLA/commitments)
• Follow and participate in the improvement of established team processes
• Identify and enforce to cost reduction measures
• Accountable for following established team processes
• Understand ITIL framework (Event, Incident, Change & Problem Management)
• Collaborate with peers and multi-functional teams
• Maintaining knowledge required to perform role effectively
• Participate in regular synch ups
• Actively share / develop innovation and automations for continued improvement
• Collaborate with all appropriate parties in 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)
• Create and define knowledge error articles (KEAs) to reduce MTTR and increase ability to obtain RCA
Who You’ll 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 tackle & debug solutions for Cisco customers, partners, account teams along with collaborating with other TAC engineers to resolve issues.
Who You Are:
You are careful about details and organized. You work well with others and are truly a standout colleague. 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 discipline plus some experience in a Network Operations Centre or Technical Assistance Centre
• Good technical experience to include ACI + Cloud Center
• Expertise in a Problem Management role
• Advanced technical experience to include Data Center technology knowledge (CCNP level)
Desired Skills:
• Good organizational skills
• Ability to prioritize feature work while handling customer commitments
• Strong written/verbal communications skillset
• Good interpersonal and teamwork skills
• Able to work independently with minimal direction
We Are Cisco
#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 we’re “old” (39 years strong) and only about hardware, but we’re 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 can’t 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? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us!
#LI-IM1
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.
