Incident Manager
Cisco Systems, Inc
Bangalore, Karnataka, India
1d ago

JD :

  • Sole owner & floor in-charge for respective shift
  • Ensure standardized methods and procedures are being used globally
  • Managing escalated and major incidents and reacting with complete ownership and sending timely notification to customer and internal stake holders
  • Working closely with customers and internal stake holders to keep everyone updated of high severity incidents
  • Ensuring right resources are pulled in and engaged for high priority incidents
  • Escalating to management, partners and vendors and collaborating to remove bottle-necks on high severity incidents
  • Attending and Leading the incident review meetings with complete analysis of series of events
  • Identifying incidents which need special attention or escalation
  • Ensuring (with support of SL) that team has understanding of processes and conducting training as and when required.
  • Review, identify and update as and when the process document is deemed obsolete with new process and information
  • Post-review and analysis of high priority incidents
  • Communicates incident status in a clear, accurate and concise manner.
  • Provide leadership to the on-shift team to ensure all remain productive and focused on the proper steps necessary to resolve incidents, especially during service outages (service impacting and customer impacting events).
  • Working closely with Ops team to identify gaps and challenges as key learning on major incidents
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