Cisco Major Incident Manager 

United Kingdom, England 

896666646

As an Incident Manager within in-life support, your success in this role is highly reliant on your ability to learn and know the fundamentals of the CPaaS solutions platforms and use your expertise to coordinate resources to resolve incidents quickly while effectively communicating updates to various stakeholders, including senior leadership and command authority to drive issues to resolution and complete all processes required.

This role could be a good fit for you if several of these apply to you:

• You have a good understanding of Incident Management, ITIL/ITSM, and have previously worked in a role focused on incident handling and resolution for customer critical services. You have extensive experience documenting troubleshooting steps and service restoration details; previous experience in a technical writer role is a plus.
• Experience creating knowledge-base articles.
• Experience in writing customer-facing Root Cause Analysis (RCA) documents.
• Feel comfortable escalating incidents that are at risk of breaching an operational-level service agreement with a high level of visibility and highly technical needs.
• You are process driven and confident when leading or coordinating incident war-rooms with a large number of very technical or senior engineers and leaders participating.
• Excellent written and verbal English communication skills under pressure.
• You have experience in communicating highly technical details in a simplified form to senior and executive leadership.
• You value building interpersonal relationships and understand the importance of having team members who can rally behind an initiative together.
• You love learning and paying it forward.
• Experience in continuous process improvement cycles.
• The ideal candidate promotes and reinforces adherence to the process and policies associated with Incident Management.
• Knowledge on dot.net and Java applications on cloud is desirable

Your typical day will vary, but this is what you will be doing:

• Manage incidents as an Incident Manager for all major incidents with specific reference and adherence to SLA commitments.
• Ensure incidents are worked promptly and with quality, and what can’t be restored is turned over to the next shift or escalated.
• Manage incident communications and coordinate support of cross-functional teams.
• During major incidents, be responsible for content to provide to Global NOC teams where customers communications are required (during and post incident).
• You will be a point of escalation for NOC teams and will be expected to be an active participant in leading major incident calls.
• After an incident has been resolved, facilitate an internal retrospective with members of cross-functional teams and write customer facing Root Cause Analysis (RCA) documents.
• Develop policies and procedures to enhance workflow efficiencies and ensure SLO compliance.
• Provide improvement recommendations across the incident management landscape to help improve and optimise how we handle major incidents
• Participate in on-call rotation for impacting incidents and escalations where required.
• Major incident reporting production for both ad hoc and monthly requirements

We tackle whatever challenges come our way. We have each other’s backs, we recognize our accomplishments, and we grow together. We celebrate and support one another – from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that).