Cisco Operations Manager 

Poland, Lesser Poland Voivodeship, Krakow 

14229886

• Bachelor’s degree in information technology, Computer Science or equivalent work experience
• 5+ years of work experience on Cisco collaboration technology architecture and operations
• 3+ years of professional work experience in a people management within a NOC environment

• Experience with Cisco Collaboration products such as Contact Center, Calling, Hyperflex and other.
• Strong problem analysis, troubleshooting methodologies, and crisis management skills.
• Demonstrable experience in customer incident and escalation management.
• Ability to interact optimally with senior leaders and customers.
• Proficient in project management and familiar with modern toolsets (e.g., Jira, PagerDuty).
• Experience with ITSM and monitoring platforms
• Experience with ITIL and Agile practices
• Experience working in a global work force supporting customers in all time zones.
• Certifications:
• ITIL Foundation
• CCNP Collaboration
• SCRUM

You will lead a team of engineers supporting the applications and infrastructure that provides DI services to our customers. This will include but is not limited to:

• Issue Management: Act as an escalation point for our customers, partners, and internal team members during high profile or repeated issues. Build and drive action plans related to operational success
• Service Stability: Be accountable for SLI and SLOs describing service health, including availability, time to restore, time to detect, etc. Lead overall monitoring and detection strategy within the service
• Lead a multi-tier team of dedicated engineers, proactively and reactively resolving customer issues, prioritizing daily work and driving project and incident response work

But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)