Job Description

Who We Are:

At Cisco, we are building the world\'s best Intelligent Business Process Automation (iBPA) COE team to accelerate digital transformation roadmap. We are passionate about delivering amazing experience to end-users and outstanding value to business. Our mission is to be the leader in delivering process automation and AI solutions at speed and scale.

What You\'ll Do:

We are looking for passionate team members join us to deliver on this vision. We are looking for an internal customer focused, collaborative, and proactive platform Project Manager focusing on Stakeholder Communication and High Platform availability.

In this high-impact role, you will have following responsibilities:

\xc2\xb7 Oversees the work of support staff to ensure that all jobs are completed on time, within budget, and to client requirements.

\xc2\xb7 Responsible for designing and implementing improved technical support processes or policies.

\xc2\xb7 Recommends changes to applications or services to address customer needs.

\xc2\xb7 Makes sure that any bugs are correctly documented.

\xc2\xb7 Responsible for ensuring that issues, once resolved, are correctly communicated to the support team.

\xc2\xb7 Reports and analyses technical issues, along with root cause analysis leading to recommended remedial action.

\xc2\xb7 Ensures that SLA are met and aligns to existing process and policy.

\xc2\xb7 Maintains the company\'s online support systems, including ticketing, Knowledgebase articles and support documentation.

Who You Are:

\xc2\xb7 Strong operational skills, with ability to work with end users to understand requirements and resolve escalated tickets.

\xc2\xb7 Drive consistent optimized solutions across all software, configurations, and processes.

\xc2\xb7 Implement tools and processes for efficient and effective operational management of the environment -- change management, monitoring, alerting, etc.

\xc2\xb7 Schedule and provide after-hours or weekend support, when necessary, to perform high-risk or planned downtime for upgrades and maintenance.

\xc2\xb7 Participate in permanently eliminating issues through automation and engagement with Platform Engineering teams on more complex projects.

\xc2\xb7 Designs and develops methods and tools to measure team performance striking a balance between customer or technology-based innovation, quality, speed to market, Agile team velocity, cost.

\xc2\xb7 Lead change management and communications plans and executes or drives execution connected with internal change initiatives.

\xc2\xb7 Fosters strong working relationships with high dependency delivery teams outside of reporting vertical (Engineering, other cross-functional teams outside immediate reporting structure).

Minimum Required Skills:

\xc2\xb7 A Bachelor\'s degree or equivalent in a technical discipline

\xc2\xb7 8+ years of operations and leading operational communications or IT support in customer or organization facing situations

\xc2\xb7 4+ years of experience with change management, incident response and management and escalations.

\xc2\xb7 4+ years of experience in managing Service Desk support function in a large organization.

\xc2\xb7 2+ Demonstrates knowledge of (and experience with) many Agile and DevOps principles and concepts.

\xc2\xb7 Excellent documentation skills are required to document processes, procedures and runbooks.

\xc2\xb7 Ability to demonstrate team leadership with a data driven approach to solving problems, influencing direction, and driving solutions.

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Preferred Skills:

\xc2\xb7 Must command good written and oral communication skills. Should be comfortable presenting in front of a group and engaging our customers. Must be able to accurately translate complex concepts into simple terms.

\xc2\xb7 Experience managing and operating complex IT and cloud solutions

\xc2\xb7 Experience building and running a customer facing operations centre is preferred.

\xc2\xb7 Knowledge of these tools is highly desired: Pega, Service Now, Oracle.

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 are the Internet\'s optimists. Our technology makes sure the data travels at light speed across connections does so securely, yet it is not what we make but what we make happen which marks us out. We help 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 are 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 to 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 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 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 are 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? Do not care. Tattoos? Show off your ink. Like polka dots? That is cool. Pop culture geek? Many of us are. Passion for technology and the world changing? Be you, with us! #WeAreCisco

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 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, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.

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 pays at the standard rate of 1% of incentive target for each 1% revenue attainment against the quota up to 100%. Once performance exceeds 100% quota attainment, incentive rates may increase up to five times the standard rate 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.

Cisco Systems