What You'll Do
As a Problem Manager, you will : Collaborate with all appropriate parties to collect data for Root Cause Analysis (RCA) documents.
Support root cause investigation of high impacting incidents.
Establish and drive teams from Technical Assistance Center (TAC), Cisco Managed Services (CMS), and Professional Services (PS) to collaborate on problems.
Understand the technical and business implications of CMS customers.
Devise and detail corrective actions and service improvements, identify their owners, and steer them towards resolution.
Participate in root cause review calls with external customers.
Document identified errors and risks.
Address issues proactively before they materialize as incidents.
Conduct data analysis and advise support teams and customers of anticipated future problems proactively.
Data Analytics - Identify incident trends, drive the reduction of incidents by analyzing monthly alarm and ticket data, investigating and resolving problems.
Deliver information required for baselining and trend analysis.
Prepare Known Error Articles (KEA) that can be used in Proactive Problem Management.
Own and lead customer facing activities and communications.
Who You'll Work With The CMS team provides second / third level technical support for solutions and cloud enabled end point products on a worldwide basis via inbound / outbound phone calls, email, web and remote access.
We provide consultation to independently solve & debug solutions for Cisco customers, partners, account teams along with collaborating with other Cisco engineers to resolve issues.
Who You Are Attention to detail and organization are key qualities in this role. It is important to work well with others and contribute positively as a team member.
Do you enjoy drawing conclusions from multiple data points? The ideal candidate possesses excellent verbal and written communication skills.
There is excitement and fun in seeing the big picture, even when analyzing multiple sophisticated factors under pressure! A deep understanding of Problem Management is also crucial.
Required Skills AA / BA in a technical field plus 5-8 years of experience in a Network Operations Center (NOC) or TAC.
Deep technical experience with Cisco networking technologies and products.
Working, proven product and technology skills.
2-3 years of experience in a Problem Management role.
Desired Skills Understanding of ITIL methodologySolid grasp of the TCP / IP protocol suiteExperience with implementation of Enterprise networks from scratchExperience working on wireless, SD-WAN, Meraki, and Cisco Catalyst CenterUnderstanding of network ports, NAT, PAT and Access ListsExperience with investigating network devices and networking problemsAbility to take and read packet level network tracesExperience in technical defect, PSIRT, Field Notice, and Product Alert assessmentsExperience with trend analysis based on networking baselinesGood interpersonal, verbal, and writing skillsAbility to prioritize work while handling customer commitmentsAble to work independently with minimal directionAbility to understand and apply technical release notesExperience using Splunk, Python, and Data Analytics.
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