Incident Manager

Cisco•Rtp, NC

1d•Hybrid

About The Position

As an Incident Manager on the Customer Experience (CX) engineering team, you will play a critical role in how both Cisco IQ and our Managed Services organization deliver outcomes for our customers. You will lead the assessment, diagnosis, and resolution of high-priority incidents across network, collaboration, data center, and security operations, supporting a world-class monitoring platform that provides proactive management, monitoring, and optimization of infrastructure and processes to reduce costly inefficiencies, maximize system availability, and improve security and compliance. You will work closely with delivery teams within Customer Experience, Cisco IQ, and partners, running priority situations with calmness and urgency to drive them to resolution. This role is eligible for on-call pay and requires availability to respond to critical issues outside of standard working hours.

Requirements

Experience leading incident management or major incident processes in a 24x7 operations environment.
Bachelor’s Degree and 4+ years of professional experience
Networking and network monitoring experience
Experience in ITIL-aligned customer support processes, including incident and problem management
Experience working with Cisco technologies, including Cisco IQ

Nice To Haves

MySQL and/or other database architectures
Linux Administration knowledge
Experience or hands-on experience with ServiceNow, Ansible, or Splunk
Experience with Virtual Computing Environments and technical familiarity with multi-cloud environments (AWS, Azure, Google Cloud)
Proven ability to run high-priority incident bridges and drive cross-functional teams to resolution with calm, clear communication

Responsibilities

Support a 24x7 work environment across network infrastructure and software.
Lead the assessment, diagnosis, and resolution of high-priority incidents, running and leading priority situations with calmness, urgency, and a drive to resolution.
Work on a best-in-class network management architecture, including administration and automation of tasks in tools such as ServiceNow, Splunk, and other Cisco technologies.
Maintain an entrepreneurial mindset to learn, create, and expand new or existing ideas and tool sets, including reviewing existing customer stacks for errors and inefficiencies and identifying ways to improve and automate them.
Diagnose and solve problems related to the operating system, hardware, network, and related software, across compute, virtualization, and multi-cloud environments.
Work with the team in evolving application infrastructure architecture and make recommendations for improvements.
Partner with delivery teams within Customer Experience, Cisco IQ, and partners to coordinate incident response and drive real business outcomes.

Benefits

medical, dental and vision insurance
a 401(k) plan with a Cisco matching contribution
paid parental leave
short and long-term disability coverage
basic life insurance
10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees
1 paid day off for employee’s birthday
paid year-end holiday shutdown
4 paid days off for personal wellness determined by Cisco
16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employees (non-exempt employees)
flexible vacation time off program (exempt employees)
80 hours of sick time off provided on hire date and each January 1st thereafter
up to 80 hours of unused sick time carried forward from one calendar year to the next
Additional paid time away may be requested to deal with critical or emergency issues for family members
Optional 10 paid days per full calendar year to volunteer
annual bonuses
performance-based incentive pay
restricted stock units