Major Incident Manager

2 months ago


Johannesburg, Gauteng, South Africa Cisco Full time
About the Role

We are seeking a highly skilled Major Incident Manager to join our team at Cisco. As a key member of our in-life support function, you will play a critical role in driving teams to follow processes necessary for incident management activities.

Key Responsibilities
  • Manage incidents as an Incident Manager for all major incidents with specific reference and adherence to SLA commitments.
  • Ensure incidents are worked promptly and with quality, and what can't be restored is turned over to the next shift or escalated.
  • Manage incident communications and coordinate support of cross-functional teams.
  • During major incidents, be responsible for content to provide to Global NOC teams where customers communications are required (during and post incident).
  • You will be a point of escalation for NOC teams and will be expected to be an active participant in leading major incident calls.
  • After an incident has been resolved, facilitate an internal retrospective with members of cross-functional teams and write customer-facing Root Cause Analysis (RCA) documents.
  • Develop policies and procedures to enhance workflow efficiencies and ensure SLO compliance.
  • Provide improvement recommendations across the incident management landscape to help improve and optimize how we handle major incidents.
  • Participate in on-call rotation for impacting incidents and critical issues where required.
  • Major incident reporting production for both ad hoc and monthly requirements.
Requirements
  • You have at least 5 years of experience with Incident Management, ITIL/ITSM, and have previously worked in a role focused on incident handling and resolution for customer-critical services.
  • You have extensive experience documenting troubleshooting steps and service restoration details; previous experience in a technical writer role is a plus.
  • Experience creating knowledge-base articles.
  • Experience in writing customer-facing Root Cause Analysis (RCA) documents.
  • Feel comfortable bringing up incidents that are at risk of breaching an operational-level service agreement with a high level of visibility and highly technical needs.
  • You are process-driven and confident when leading or coordinating incident war-rooms with a large number of very technical or senior engineers and leaders participating.
  • Excellent written and verbal English communication skills under pressure.
  • Experience in communicating highly technical details in a simplified form to senior and executive leadership.
Preferred Qualifications
  • Experience with Major Incident Management is preferred.
  • You value building interpersonal relationships and understand the importance of having team members who can rally behind an initiative together.
  • You love learning and paying it forward.
  • Experience in continuous process improvement cycles.
  • The ideal candidate promotes and reinforces alignment to the process and policies associated with Incident Management.
  • Knowledge on Software Engineering and/or infrastructure management on cloud environment would be advantageous.


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