Cisco Managed Services Problem Manager - Enterprise Networks
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Location:Mexico City, Mexico
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Area of InterestCustomer Experience
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Job TypeProfessional
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Technology InterestNetworking
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Job Id1419432
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 methodology
- Solid grasp of the TCP/IP protocol suite
- Experience with implementation of Enterprise networks from scratch
- Experience working on wireless, SD-WAN, Meraki, and Cisco Catalyst Center
- Understanding of network ports, NAT, PAT and Access Lists
- Experience with investigating network devices and networking problems
- Ability to take and read packet level network traces
- Experience in technical defect, PSIRT, Field Notice, and Product Alert assessments
- Experience with trend analysis based on networking baselines
- Good interpersonal, verbal, and writing skills
- Ability to prioritize work while handling customer commitments
- Able to work independently with minimal direction
- Ability to understand and apply technical release notes
- Experience using Splunk, Python, and Data Analytics.
Why Cisco
We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us "smart" cities, connected cars, and handheld hospitals. And we do it in style with excellent personalities who aren't afraid to change the way the world works, lives, plays, and learns. We are leaders with a point of view, tech enthusiasts, digital content trends connoisseurs, and we even have a few purple haired passionate persons. We celebrate the creativity and diversity that fuels our innovation. We are futurists and we are doers!
When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.
U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.
Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:
.75% of incentive target for each 1% of revenue attainment up to 50% of quota;
1.5% of incentive target for each 1% of attainment between 50% and 75%;
1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.
For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.
