Problem Manager with Contact Center experience

  • Location:
    RTP, North Carolina, US
  • Area of Interest
    Customer Experience
  • Job Type
    Professional
  • Technology Interest
    Networking, Security
  • Job Id
    1319118

What You’ll Do

All CMS team members are expected to add value in the following areas:

Understand and meet customer agreements (SLO/SLA/commitments)

  • Follow and participate in the improvement of established team processes
  • Accountable for following established team processes
  • Understand ITIL framework (Event, Incident, Change & Problem Management)
  • Collaborate with peers and cross-functional teams
  • Maintaining knowledge required to perform the role effectively
  • Participate in regular synch ups
  • Actively share / develop innovation and automation for continued improvement

 

Specific to the role of Proactive Problem Manager, responsibilities may include:

  • Collaborate with all appropriate parties in the effort to collect all proper data for RCA/MPRs
  • Own and complete Root Cause Analyses (RCA) and Major Problem Review (MPR) for all major and high visibility incidents (P1/P2)
  • Create and define knowledge error articles (KEAs) to reduce MTTR and increase the ability to obtain RCA
  • Proactive with Data-Focus
  • Predictive Problem Management – Conduct or Interpret Data Analysis and advise support team and customer 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
  • Investigate and drive optimization opportunities related to Ticket Enrichment Automation
  • Contribute to creating manual and automated proactive checks to improve PM visibility
  • Own and lead Customer-focused activities and communications (internal/external) in support of customer-related PSIRT and Field Notices (FN's)
  • Work closely with the team Operations Manager and Incident Manager to assist with creation and CSI for Problem Management related processes
  • Lead and initiate appropriate communications and mitigation strategies related to Mass Vulnerabilities ex: Security Advisory's (SA)

 

Who You’ll Work With

The CX Managed Services team provides second/third level technical support for solutions and cloud-enabled endpoint products on a worldwide basis via inbound/outbound phone calls, email, web, and remote access. Provide consultation to independently troubleshoot & debug solutions for Cisco customers, partners, account teams along with collaborating with other TAC engineers to resolve issues.

 

Who You Are

You are detail-oriented and organized.   You work well with others and are truly a team player.  Drawing conclusions from multiple data points is in your DNA.  You have excellent verbal and written communication skills.  You can see the big picture even when analyzing multiple complex factors under pressure.  You have a deep understanding of the fundamentals of Problem Management.

 

Required Skillsets

  • Strong technical experience to include:
    • CCNP certification in UC space: good knowledge of Cisco’s Contact Center and Collaboration products (UCCE, CVP, Finesse, CUIC, CUCM, etc.)
    • Understanding of Voice Protocols (SIP, h323 or MGCP)
    • Understanding of voice technologies - Call Manager, Voice Gateways, Call Flows, reading customer logs
    • Strong troubleshooting skills
    • Excellent written and verbal communication
  • Good understanding of Problem Management role based on ITIL concept

 

Desired Skills

  • AA/BA in a technical discipline plus 5-10 years of experience in a Network Operations Centre or Technical Assistance Centre
  • Strong technical experience to include:
    • CCIE Certification
    • Cisco CVP, UCCE, or UCCX scripting knowledge
    • Knowledge of Contact Center 3rd party solutions
  • Good organizational skills
  • Ability to prioritize workload while managing customer commitments
  • Strong interpersonal and teamwork skills
  • Able to work independently with minimal supervision

 

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 unique personalities who aren't afraid to change the way the world works, lives, plays, and learns.

 

We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers.

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