Incident Manager

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  • Location:
    Krakow, Poland
  • Area of Interest
    Engineer - Software
  • Job Type
    Professional
  • Technology Interest
    Webex (Collaboration)
  • Job Id
    1429646

Who you are:

The Incident Manager will be responsible for managing and coordinating the resolution of incidents that affect the operation and performance of our collaboration technologies. This role requires a solid understanding of ITIL processes and expertise in Unified Communications and/or Contact Center technologies. The ideal candidate will possess excellent problem-solving skills, a proactive approach to incident management, and the ability to communicate effectively with collaborators at all levels. The role requires experience coordinating remote, highly diverse, highly technical teams

Requirements:

  • Bachelor’s degree in information technology, Computer Science, or a related field, or equivalent work experience.
  • Demonstrated ability in incident management or a similar role, preferably within the collaboration technologies sector.

Nice to have:

  • Strong problem analysis, fix methodologies, and crisis leadership skills.
  • Demonstrable experience in customer incident and critical issue management.
  • Ability to communicate optimally with senior leaders, customers, and developers.
  • Proficient in project management and familiar with modern toolsets (e.g., Jira, PagerDuty).
  • Experience with Cisco Collaboration products such as Contact Center, Calling, Hyperflex and other.
  • Experience with VoIP, SIP, and other related communication protocols.
  • Familiarity with network infrastructure, cloud environment and security principles.
  • Participate in on-call rotation for impacting incidents and critical issues where required.
  • Monitor incident trends and performance metrics to identify areas for improvement and drive continuous service enhancement.
  • You have extensive experience documenting fix steps and service restoration details; previous experience in a technical writer role is a plus.
  • Proficiency in incident management tools and platforms (e.g., ServiceNow, Jira).
  • Certifications:
  • ITIL Foundation
  • PMP
  • CCNP Collaboration

Job Scope:

  • Manage incidents as an Incident Manager for all major incidents with specific reference and alignment to commitments ensuring timely resolution and minimal impact on business operations.
  • Act as the main point of contact for incident issues, ensuring clear and consistent communication with collaborators.
  • Coordinate with multi-functional teams to identify, diagnose, and resolve incidents related to Unified Communications and Contact Center technologies.
  • Maintain accurate and up-to-date incident records, including root cause analysis and post-incident reviews.
  • Develop and implement incident management policies, procedures, and opportunities in line with ITIL standards.
  • Collaborate with problem management and change management teams to prevent recurrence of incidents and ensure successful implementation of changes.
  • Develop policies and procedures to enhance workflow efficiencies and ensure compliance.
  • Deliver training and guidance to support teams on incident management processes and tools.
  • Participate in on-call rotation for impacting incidents and critical issues where required.
  • Monitor incident trends and performance metrics to identify areas for improvement and drive continuous service enhancement.
  • Major incident reporting production for both ad hoc and monthly requirements.

Why Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.

We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (36 years strong) and only about hardware, but we’re also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do – you can’t put us in a box!

But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.

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

We recognize that complementary teams make the strongest teams, and we encourage people from all backgrounds to apply.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. #CollabFY25

Message to applicants applying to work in the U.S. and/or Canada:

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 (for non-exempt employees), plus a day off for their birthday. Non-Exempt new hires accrue up to 16 days of vacation time off each year, at a rate of 4.92 hours per pay period. Exempt new hires participate in Cisco’s flexible Vacation Time Off policy, which does not place a defined limit on how much vacation time eligible employees may use, but is subject to availability and some business limitations. All new hires are eligible for Sick Time Off subject to Cisco’s Sick Time Off Policy and will have eighty (80) hours of sick time off provided on their hire date and on January 1st of each year thereafter.  Up to 80 hours of unused sick time will be carried forward from one calendar year to the next such that the maximum number of sick time hours an employee may have available is 160 hours. Employees in Illinois have a unique time off program designed specifically with local requirements in mind. All employees also have access to paid time away to deal with critical or emergency issues. We offer additional paid time to volunteer and give back to the community.

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.

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