NOC Incident Coordinator

  • Location:
    Offsite, Rio De Janeiro, Brazil
  • Area of Interest
    Engineer - Network
  • Job Type
    Professional
  • Technology Interest
    *None
  • Job Id
    1389060

 

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 travelling 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 size 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 recognise 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


What You’ll Do 

Cisco Cloud Security is a leading provider of network security services, enabling the world to connect to the Internet confidently on any device, anywhere, anytime. We build and operate highly available and distributed cloud-delivered security solutions critical to the success of the next wave of innovation in the security industry. 

 

As an Incident Coordinator, you are a vital member of the Network Operations Center (NOC) and will be assisting teams in following processes necessary to incident management activities. You will work closely with NOC engineers, SRE, development teams, and leadership to record, classify and communicate Incidents and coordinate efforts to restore service as quickly as possible 

 

As an Incident Coordinator within Umbrella's NOC, your success in this role is highly reliant on your ability to learn the fundamentals of the Umbrella platform and use your expertise to help coordinate resources to resolve incidents quickly while effectively communicating updates to various stakeholders, including senior leadership.   

About you  

You have experience operating a high-transactional, 24x7 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 Coordinator or primary team representative in cross-team incident resolution efforts in a NOC or customer support role and thrived in that environment. 

You speak English and Portuguese fluently.

 

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. 

 

Your typical day will vary, but this is what you will be doing:  

 

  • Manage incidents as an Incident Coordinator as needed 

  • 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.  

  • 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.  

  • Participate in on-call rotation for impacting incidents and escalations.  

  • Create and communicate incident reports to high-level management.  


Message to applicants applying to work in the U.S.:
When available, the salary range posted for this position reflects the projected hiring range for new hire salaries in U.S. locations. For non-sales roles, the hiring ranges reflect base salary and do not include bonuses, equity, or benefits. Hiring ranges for sales positions include base and incentive target, and do not include equity or benefits. 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. hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

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