Incident Manager

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  • Location:
    Mexico City, Mexico
  • Area of Interest
    Customer Experience
  • Job Type
    Professional
  • Technology Interest
    *None
  • Job Id
    1419439

What You’ll Do

 

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

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

·       Follow and participate in the improvement of established team processes

·       Identify and adhere to cost reduction measures

·       Accountable for following established team processes

·       Understand ITIL framework (Event, Incident, Change & Problem Management)

·       Collaborate with peers and cross-functional teams

·       Maintaining the knowledge required to perform the role effectively

·       Participate in regular sync ups

·       Actively share / develop innovation and automations for continued improvement

 

Specific to the role of Incident Manager, responsibilities may include:

·       Provide management coverage and guidance on all P1, P2, and other high visibility incidents:

o   Notify the management team through an e-page or appropriate mailer with the incident number and bridge information within agreed SLA.

o   Provide internal and external executive level updates to all stakeholders

o   Ensure incident team has an active voice and is driving the troubleshooting

o   Assign tasks and track follow up actions

o   Engage additional resources as needed

o   Collaborate with cross functional teams (AS, TAC, etc) to ensure unified messaging to customer

o   Assist with the development and delivery of RCA through collaboration with cross functional teams when necessary

o   Proactively identify and collaborate on issues that need to be escalated to Problem Management

o   Works on complex problems where analysis of situations requires in-depth evaluation of factors

o   Participate in an on-call rotation with other Incident Managers

o   Act as queue manager to ensure incidents have an owner as needed

 

·       Assist Operation Managers with daily management tasks

o   Review operational metrics and drive team performance

o   Refine/Improve Incident processes to drive team towards SLO goals and to ensure repeatable customer experience

o   Participate in incident ticket reviews to provide ongoing feedback to the Incident Team

o   Mentor and coach Incident Team

o   Support and backup other Incident Managers

 

·       Maintain productive customer relationships

o   Assist with new customer onboarding to establish process

o   Participate in the development and delivery of regular service reviews

o   Serve as an escalation point for both technical and political customer escalations

 

 

 

Who You’ll Work With

 

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

 

Who You Are

 

You are a self-starter who requires little oversight to achieve your goals and meet your objectives.  You work well with others and are truly a team player.  Customer satisfaction is in your DNA.  You have excellent verbal and written communication skills.  You are able to see the big picture even when analyzing multiple complex factors under pressure.  You have a technical background and understand the fundamentals of troubleshooting. 

 

Required Skillsets

 

·       AA/BA in a technical discipline plus 5-10 years of experience in a Network Operations Centre or Technical Assistance Centre

·       Strong technical experience to include Unified Communications, Data Centre or Foundations Technologies

·       3-5+ years’ experience in a team leadership role while acting as a liaison with external/internal customers

 

Desired Skills

 

·       Strong technical experience to include Unified Communications, Data Centre or Foundations Technologies

·       Good organizational skills.

·       Ability to prioritize workload while managing customer commitments.

·       Strong written/verbal communication skillset.

·       Strong interpersonal and teamwork skills.

·       Able to work independently with minimal supervision.

 

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, and 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.

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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