Major Incident Manager in Reading, United Kingdom

What you will do

We make every interaction matter. We have a cloud communications platform at the heart of what we do which enables rich and engaging interactions that integrates communication channels and existing back-end business systems together to enable the orchestration and automation of all customer and employee interactions.

As an Incident Manager, you are a vital member of the in-life support function and will be driving teams in following processes necessary to incident management activities. You will work closely with NOC engineers, SRE, development teams, Client success, infrastructure and DB teams along with leadership to record, classify and communicate Incidents and coordinate efforts to restore service as quickly as possible. You need to develop and adapt existing processes to ensure we are efficient and that all teams that are involved know what’s needed from them.

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.

You must also look to identify trends with reviews of incidents that have happened and work with the internal teams to drive preventative behavior/technology and or process to prevent the same issues reoccurring

About you

You have experience operating in a high-transactional, 24×7 production environment and working 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.

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

Why Cisco?

#WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it? Well, for starters – with people like you!

Nearly every internet connection around the world touches Cisco. We’re the Internet’s optimists. Our technology makes sure the data traveling at light speed across connections does so securely, yet it’s not what we make but what we make happen which marks us out. We’re helping those who work in the health service to connect with patients and each other; schools, colleges, and universities to teach in even the most challenging of times. We’re helping businesses of all shapes and sizes to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world – whether through 5G, or otherwise.

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).

We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together we’re committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with technology, or through our actions.

So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us! #WeAreCisco

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.

Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.