Operations Manager

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  • Location:
    Krakow, Poland
  • Area of Interest
    Webex (Collaboration)
  • Job Type
    Professional
  • Technology Interest
    Webex (Collaboration)
  • Job Id
    1429645

We are a dynamic operational team within the Webex Cloud Infrastructure Platform, dedicated to the daily operation of the Webex Contact Center Enterprise product suite. Operational Excellence is critical to our mission, as we design, build, and maintain dedicated instances of Contact Center infrastructure for Enterprise customers across the globe. We serve as a crucial bridge between our Partners and Customers and our Engineering and Product teams, ensuring seamless and reliable service delivery. Learn more about our Contact Center solutions here: http://cs.co/contactcenter

Who you are:

The ideal candidate will possess outstanding project management, communication, and technical skills. You have the perfect mix of technical expertise with the Collaboration portfolio, and an outstanding ability to deal with critical customers in the most frustrating of situations. Project planning, implementation, and tracking are a must as we often work through both collaboration expansion and service improvement plans for customers affected by systemic issues. You will also work multi-functionally; networking with engineers, leadership, account teams, support, sales teams, and customer success to ensure the customer issues are resolved holistically.

Requirements:

  • Bachelor’s degree in information technology, Computer Science or equivalent work experience
  • 5+ years of work experience on Cisco collaboration technology architecture and operations
  • 3+ years of professional work experience in a people management within a NOC environment

Nice to have:

  • Experience with Cisco Collaboration products such as Contact Center, Calling, Hyperflex and other.
  • Strong problem analysis, troubleshooting methodologies, and crisis management skills.
  • Demonstrable experience in customer incident and escalation management.
  • Ability to interact optimally with senior leaders and customers.
  • Proficient in project management and familiar with modern toolsets (e.g., Jira, PagerDuty).
  • Experience with ITSM and monitoring platforms
  • Experience with ITIL and Agile practices
  • Experience working in a global work force supporting customers in all time zones.
  • Certifications:
  • ITIL Foundation
  • CCNP Collaboration
  • SCRUM
  • PMP

Job Scope:

You will work with within our Platform and Infrastructure team as part of Workplace Collaboration organization at Cisco. We are Innovators, we drive innovation to propel employee business transformation while maintaining operational quality. We are Accelerators, we accelerate digital solutions to generate cost savings and efficiency gains for enterprise growth and success. We are Transformers, as Workforce Collaboration, we transform the employee experience by being our own customer first with agility, quality, and security, we continuously deliver business.

What You'll Do:

You will lead a team of engineers supporting the applications and infrastructure that provides DI services to our customers. This will include but is not limited to:

  • Issue Management: Act as an escalation point for our customers, partners, and internal team members during high profile or repeated issues. Build and drive action plans related to operational success
  • Service Stability: Be accountable for SLI and SLOs describing service health, including availability, time to restore, time to detect, etc. Lead overall monitoring and detection strategy within the service
  • Lead a multi-tier team of dedicated engineers, proactively and reactively resolving customer issues, prioritizing daily work and driving project and incident response work

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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