Incident Manager - Mexico City, México - Cisco
Descripción
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:
oNotify the management team through an e-page or appropriate mailer with the incident number and bridge information within agreed SLA.
oProvide internal and external executive level updates to all stakeholders
oEnsure incident team has an active voice and is driving the troubleshooting
oAssign tasks and track follow up actions
oEngage additional resources as needed
oCollaborate with cross functional teams (AS, TAC, etc) to ensure unified messaging to customer
oAssist with the development and delivery of RCA through collaboration with cross functional teams when necessary
oProactively identify and collaborate on issues that need to be escalated to Problem Management
oWorks on complex problems where analysis of situations requires in-depth evaluation of factors
oParticipate in an on-call rotation with other Incident Managers
oAct as queue manager to ensure incidents have an owner as needed
·Assist Operation Managers with daily management tasks
oReview operational metrics and drive team performance
oRefine/Improve Incident processes to drive team towards SLO goals and to ensure repeatable customer experience
oParticipate in incident ticket reviews to provide ongoing feedback to the Incident Team
oMentor and coach Incident Team
oSupport and backup other Incident Managers
·Maintain productive customer relationships
oAssist with new customer onboarding to establish process
oParticipate in the development and delivery of regular service reviews
oServe 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.