Job: Incident Manager, Cloud and Managed Services Platforms, Bangalore in Bangalore, Karnataka

Additional Location(s) or Information:
Job Category: Managed Services
Level of Experience: Experienced - Manager
Requisition #: R972959
 
Description:
Cisco Services Technology Group (CSTG) software is core to today’s portfolio and to the Services technologies of Cisco’s future. CSTG software supports the full Services portfolio and is deeply embedded in Advanced Services, Technical Services, and Managed Services offers. CSTG technology is also core to Cisco’s Cloud and analytics strategies that focus on proactive and predictive services. Working closely with Cisco Development Organization (CDO), CSTG also ensures Services technologies are integrated in Cisco - wide products and roadmaps.
Utilizing Agile Methodology, CSTG is building a product- centric culture with self-contained and motivated teams that have clear visibility to the customer. CSTG achieves this market responsiveness in lockstep with the SP product management teams and via planned monthly releases– constantly aligning, prioritizing and accelerating go-to-market initiatives. CSTG is helping Cisco’s businesses get to where we need to be as the #1 IT Company.
Team:
The Cloud and Managed Services (CMS) Platform Operations team seeks ITSM Managers and Engineers to join some of the industry's brightest minds in developing and deploying today's most advanced Internet technologies in the Data Center environment. You will work on the best of the breed OSS/BSS Platforms to deliver mission critical services.
Role & Responsibilities:
The CMS Platforms Incident Manager is an individual contributor role that works closely with our Cloud and Manager Services Platform Support Teams to coordinate and manage operational response and communication to events occurring in the infrastructure. Core responsibilities will include taking ownership of operational response, coordinating needed resources, internal/external communication, adhering to service levels and objectives, and facilitating root cause analysis post-event. In addition the Incident Manager will support Problem Management, Change Management, and reporting. Accountable for MTTR SLA
● Drives, Communicates, and Escalates high priority Issues. Good presentation and organizational skills.
● Works with Command center, creates Major incident teams, drives service restoration working closely with Delivery teams
● Presents metrics and SLA reports to senior management
● Acts as Escalation Point for Event Management Teams. Strong teamwork and collaboration skills.
● Monitors Incident Queues and handles case assignment to team of 12-15 engineers
Minimum Qualifications
● Collaboration within large and remote teams
● Escalation and crisis management leadership
● Strong understanding of networking and virtualization principles and architecture
● Excellent understanding of ITIL (certification preferred)
● Outstanding presentation skills, including digesting complex topics to the CxO level
● Superior organizational skills
● Effective working independently with minimal guidance
● Outstanding customer interaction skills required
● Exceptional verbal and written communications skills
● Ability to work across cultures and time zones
● Typically requires BS/BA in related field and at least 5 years relevant experience
● Click here to enter text.Experience in networking or IT technologies.
● Bachelors or Masters degree in Computer Science or an Engg major
● Experience in Metrics reporting, tracking and continuous service improvement
Desired Skills and Responsibilities
● CCNA preferred
● ITSM Expert preferred
The Internet of Everything is a phenomenon driving new opportunities for Cisco and it's transforming our customers' businesses worldwide. We are pioneers and have been since the early days of connectivity. Today, we are building teams that are expanding our technology solutions in the mobile, cloud, security, IT, and big data spaces, including software and consulting services. As Cisco delivers the network that powers the Internet, we are connecting the unconnected. Imagine creating unprecedented disruption. Your revolutionary ideas will impact everything from retail, healthcare, and entertainment, to public and private sectors, and far beyond. Collaborate with like-minded innovators in a fun and flexible culture that has earned Cisco global recognition as a Great Place To Work. With roughly 10 billion connected things in the world now and over 50 billion estimated in the future, your career has exponential possibilities at Cisco
@ciscojobs is #hiring #Incident Manager, #ITIL, #ITSM, #Cloud, #Managed Services, #OSS, #BSS, #NMS, #Data center
 
Job Type: Manager
Opportunity Category: Managed Services
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