What You’ll Do

As a Problem Manager, you will:

Collaborate with all appropriate parties to collect data for Root Cause Analysis (RCA) documents.

Support root cause investigation of high impacting incidents.

Establish and drive teams from Technical Assistance Center (TAC), Cisco Managed Services (CMS), and Professional Services (PS) to collaborate on problems.

Understand the technical and business implications of CMS customers.

Devise and detail corrective actions and service improvements, identify their owners, and steer them towards resolution.

Participate in root cause review calls with external customers.

Document identified errors and risks.

Address issues proactively before they materialize as incidents.

Conduct data analysis and advise support teams and customers of anticipated future problems proactively.

Data Analytics - Identify incident trends, drive the reduction of incidents by analyzing monthly alarm and ticket data, investigating and resolving problems.

Deliver information required for baselining and trend analysis.

Prepare Known Error Articles (KEA) that can be used in Proactive Problem Management.

Own and lead customer facing activities and communications.

Who You’ll Work With

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

Who You Are

Attention to detail and organization are key qualities in this role. It is important to work well with others and contribute positively as a team member. Do you enjoy drawing conclusions from multiple data points? The ideal candidate possesses excellent verbal and written communication skills. There is excitement and fun in seeing the big picture, even when analyzing multiple sophisticated factors under pressure! A deep understanding of Problem Management is also crucial.

Required Skills

AA/BA in a technical field plus 5-8 years of experience in a Network Operations Center (NOC) or TAC.

Deep technical experience with Cisco networking technologies and products.

Working, proven product and technology skills.

2-3 years of experience in a Problem Management role.

Desired Skills

• Understanding of ITIL methodology
• Solid grasp of the TCP/IP protocol suite
• Experience with implementation of Enterprise networks from scratch
• Experience working on wireless, SD-WAN, Meraki, and Cisco Catalyst Center
• Understanding of network ports, NAT, PAT and Access Lists
• Experience with investigating network devices and networking problems
• Ability to take and read packet level network traces
• Experience in technical defect, PSIRT, Field Notice, and Product Alert assessments
• Experience with trend analysis based on networking baselines
• Good interpersonal, verbal, and writing skills
• Ability to prioritize work while handling customer commitments
• Able to work independently with minimal direction
• Ability to understand and apply technical release notes
• Experience using Splunk, Python, and Data Analytics.

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 excellent personalities who aren't afraid to change the way the world works, lives, plays, and learns. We are leaders with a point of view, tech enthusiasts, digital content trends connoisseurs, and we even have a few purple haired passionate persons. We celebrate the creativity and diversity that fuels our innovation. We are futurists and we are doers!