Major Incident Manager at Cisco

Who You Are

• You have experience operating in a high-transactional, 24x7 production environment and knowledge of incident management and ITIL/ITSM fundamentals. You have experience coordinating remote, highly diverse, highly technical teams. You are comfortable communicating with senior-level management, providing both high-level communication and technical incident reviews. You have been an Incident Manager or primary team representative in cross-team incident resolution efforts in a NOC or customer support role and thrived in that environment.

Minimum Qualifications

• You have atleast 5 years of experience with 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 bringing up 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.
• Experience in communicating highly technical details in a simplified form to senior and executive leadership.

Preferred Qualifications

• Experience with Major Incident Management is preferred.
• 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 alignment to the process and policies associated with Incident Management.
• Knowledge on Software Engineering and/or infrastructure management on cloud environment would be advantageous.

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 critical issues where required.
• Major incident reporting production for both ad hoc and monthly requirements