Senior Incident Response Manager

3 weeks ago

Reading, Reading, United Kingdom Cisco Full time

Role Overview

At Cisco, we prioritize every interaction. Our advanced cloud communications platform is central to our operations, facilitating rich and engaging exchanges that seamlessly integrate communication channels with existing backend business systems. This integration empowers the orchestration and automation of all customer and employee interactions.

As a Major Incident Manager, you will play a crucial role within our in-life support team, driving the necessary processes for effective incident management. You will collaborate closely with Network Operations Center (NOC) engineers, Site Reliability Engineers (SRE), development teams, client success teams, infrastructure specialists, and database teams, along with leadership, to accurately record, classify, and communicate incidents. Your primary objective will be to coordinate efforts to restore services as swiftly as possible.

Your success in this position will heavily depend on your ability to grasp the fundamentals of our CPaaS solutions platforms and leverage your expertise to coordinate resources effectively, ensuring quick incident resolution while providing timely updates to various stakeholders, including senior leadership. You will also have the authority to drive issues to resolution and complete all necessary processes.

Additionally, you will be tasked with identifying trends through incident reviews and collaborating with internal teams to foster preventative measures and technologies to avert the recurrence of similar issues.

Candidate Profile

The ideal candidate will have experience in a high-transaction, 24/7 production environment, along with a solid understanding of incident management and ITIL/ITSM principles. You should be adept at coordinating remote, diverse, and highly technical teams, and be comfortable communicating with senior management, providing both high-level insights and detailed technical incident reviews.

This position may suit you if you possess several of the following qualifications:

  • A strong grasp of Incident Management, ITIL/ITSM, and prior experience in roles focused on incident handling and resolution for critical customer services.
  • Extensive experience in documenting troubleshooting processes and service restoration details; experience in a technical writing capacity is advantageous.
  • Proficiency in creating knowledge-base articles.
  • Experience in drafting customer-facing Root Cause Analysis (RCA) documents.
  • Comfort in escalating incidents that risk breaching operational-level service agreements, particularly those with high visibility and technical demands.
  • A process-driven mindset and confidence in leading or coordinating incident war rooms with numerous technical or senior engineers and leaders involved.
  • Exceptional written and verbal communication skills in English, especially under pressure.
  • Ability to simplify and communicate highly technical details to senior and executive leadership.
  • A commitment to building interpersonal relationships and fostering teamwork.
  • A passion for continuous learning and knowledge sharing.
  • Experience in continuous process improvement initiatives.
  • A proactive approach to promoting adherence to incident management processes and policies.
  • Familiarity with Java applications in cloud environments is desirable.

Key Responsibilities

  • Oversee incidents as the Major Incident Manager for all significant incidents, ensuring strict adherence to SLA commitments.
  • Ensure incidents are addressed promptly and with high quality, and that unresolved issues are transitioned effectively to the next shift or escalated as necessary.
  • Manage incident communications and coordinate support among cross-functional teams.
  • During major incidents, provide necessary content to Global NOC teams for customer communications, both during and after the incident.
  • Act as a point of escalation for NOC teams and actively lead major incident calls.
  • After incident resolution, facilitate internal retrospectives with cross-functional team members and draft customer-facing Root Cause Analysis (RCA) documents.
  • Develop policies and procedures to enhance workflow efficiencies and ensure compliance with service level objectives.
  • Offer recommendations for improvements across the incident management landscape to optimize our handling of major incidents.
  • Participate in on-call rotations for critical incidents and escalations as required.
  • Produce major incident reports for both ad hoc and monthly requirements.

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