Problem Manager (WebEx)
Cisco - RTP, NC
Apply NowJob Description
The application window is expected to close on 10/21/24. Who We Are We are a dynamic operational team within the Webex Cloud Infrastructure Platform, dedicated to the daily operation of the entire Webex Suite of products, including Contact Center Enterprise, Webex Calling, Webex Meetings, and Webex Messaging. 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 liaison for our Partners and Customers and our Engineering and Product teams, ensuring ideal and reliable service delivery. Who You'll Work With You will work within our outstanding Workplace Service Reliability Engineering (SRE) team as part of the 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 The Problem Manager (PM) analyzes and assists in resolving complex technical or process items in SaaS environments and handles the lifecycle of all problem cases. The primary objectives of this role are to prevent incidents from happening, to prevent the recurrence of incidents that do happen, and to minimize the impact of incidents that cannot be prevented. Key Responsibilities * Proactively analyzing incident records, and using data collected by other Platform Service Owner teams will work to identify trends or significant Problems that need to be addressed. * For incidents that have already occurred, the PM will assist in a Retrospective analysis of the Incidents, bring together identified action items, and work with the Platform Service Owner teams to drive them to completion. These may relate to vital preventative actions, additional monitoring and/or system cameras, or process improvements needed to preclude recurrence. * Interact with other roles within the Post Deployment organization, including Incident Command, Change Management, Release Management, and Operations along with other Engineering and Business teams as needed. * Coordinate and lead Incident retrospectives and collect all relevant action items and timelines. Problem Management * Manage the lifecycle of all Problem Cases. * Capture and assign all action items identified as part of Incident retrospectives. * Perform detailed analysis of Incident root causes with the intent of identifying possible trends that could lead to future Incidents. * Coordinate with other teams and processes to ensure any needed changes related to AIs are scheduled/completed promptly. * Monitor Service SLA standards to identify potential areas for improvement or possible Problem indicators. Fraud Management * Handle the Telephony Fraud process and perform necessary containment actions for identified fraud instances. * Assist in identifying new fraud attack vectors and work with Engineering to adjust monitoring/tooling/processes accordingly. * Provide on-call fraud support for Federal systems. Error Budget * Assist in maintaining the Error Budget (EB) process, tools, standards, and policies for all Platform Teams. * Work with Platform Service Owner teams to use the EB process as a means of improving application stability and quality of service. General * Maintain effective communication with fellow team members in terms of daily work, sharing information, and workload. * Escalate any revealed process gap or improvement ideas to the Team Leader or Service Owner. * Assist in developing needed tools/processes to improve Problem Management processes. Who You Are You are a thorough and organized individual who is motivated by building partnerships with fellow engineers and leaders to get results. Drawing conclusions from multiple data points is in your DNA and you can see the big picture when analyzing multiple complex factors! You have excellent written and communication skills and a firm grasp of ITIL and Problem Management fundamentals. Minimum Requirements * 3+ years of experience in either Incident Management, Event Management, Problem Management, or a similar ITIL service management role. * At least 2 years of administrator experience with Linux and Windows, Networking Protocols and architecture, System Administration, and SQL Databases. * Experience with ServiceNow and Jira * Experience with MS Office Suite Preferred Requirements * ITIL v3/v4 Foundation Certification * Demonstrated ability to handle multiple projects and multi-task * Ability to learn customer support processes and techniques * Outstanding analytical and problem-solving skills * Excellent oral and written communication skills * Agile Scrum Master / PMP preferred * Familiarity and expertise with ITSM and SRE tools (e.g. Jira, ServiceNow, Grafana, Kibana, SQL. * Webex Meetings, Webex Messaging, Webex Contact Center Enterprise, Webex Calling * Thousand Eyes, MCT, PagerDuty * Bachelor's degree or equivalent experience and minimum 1 year of total management experience. 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 traveling 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 guide in even the most exciting of times. We're helping businesses of all shapes and sizes 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 take on whatever challenges come our way. We have each other's backs, we recognize 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 at our core (we get 10 days off each year to do just that). We know that powering an inclusive future starts with us. Without diversity and a dedication to equality, there is no way to move forward. Our 30 Inclusive Communities, which bring people together around commonalities or passions, are leading the way. Together we're dedicated to learning, listening, and 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 #CollabFY25 Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis. Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.
Created: 2024-10-15