Critical Incident Coordinator

3 weeks ago

Reading, Reading, United Kingdom Cisco Full time

Key Responsibilities

At Cisco, we prioritize impactful interactions. Our 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 enables the orchestration and automation of all customer and employee interactions.

As a Critical Incident Coordinator, you will play a crucial role in the support function, leading teams through the essential processes required for effective incident management. Your collaboration with NOC engineers, Site Reliability Engineers (SRE), development teams, client success, infrastructure, and database teams, along with leadership, will be vital in recording, classifying, and communicating incidents while coordinating efforts to restore services promptly. You will be tasked with refining and adapting existing processes to enhance efficiency and ensure all involved teams understand their responsibilities.

Your success in this role will heavily depend on your ability to grasp the fundamentals of our CPaaS solutions platforms and leverage your expertise to coordinate resources for swift incident resolution. Effective communication of updates to various stakeholders, including senior leadership, will be essential as you drive issues to resolution and complete all necessary processes.

Additionally, you will be responsible for identifying trends through incident reviews and collaborating with internal teams to promote preventative measures and technologies to mitigate the recurrence of similar issues.

About You

You possess experience in a high-transaction, 24/7 production environment and have a solid understanding of incident management principles and ITIL/ITSM frameworks. Your experience in coordinating remote, diverse, and highly technical teams will be invaluable. You are adept at communicating with senior management, providing both high-level overviews and detailed technical incident analyses.

This position may align well with your skills if you identify with several of the following:

  • A strong grasp of Incident Management, ITIL/ITSM, and a background in roles focused on incident handling and resolution for critical customer services.
  • Extensive experience in documenting troubleshooting processes and service restoration details; experience in technical writing is advantageous.
  • Proven ability to create 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 complexity.
  • A process-oriented 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.
  • Experience in simplifying complex technical details for senior and executive leadership.
  • A commitment to building interpersonal relationships and fostering teamwork.
  • A passion for continuous learning and knowledge sharing.
  • Experience in driving continuous process improvement initiatives.
  • A proactive approach to promoting adherence to incident management processes and policies.
  • Familiarity with Java applications in cloud environments is a plus.

Your Daily Activities Will Include:

  • Overseeing incidents as the Incident Response Manager for all major incidents, ensuring adherence to SLA commitments.
  • Ensuring incidents are addressed promptly and effectively, with unresolved issues transitioned to the next shift or escalated as necessary.
  • Managing incident communications and coordinating support across cross-functional teams.
  • During major incidents, providing essential content to Global NOC teams for customer communications (both during and post-incident).
  • Acting as a point of escalation for NOC teams and actively participating in leading major incident calls.
  • After resolving incidents, facilitating internal retrospectives with cross-functional team members and drafting customer-facing Root Cause Analysis (RCA) documents.
  • Developing policies and procedures to enhance workflow efficiencies and ensure compliance with service level objectives.
  • Offering recommendations for improvements across the incident management landscape to optimize major incident handling.
  • Participating in on-call rotations for impactful incidents and escalations as required.
  • Producing major incident reports for both ad hoc and monthly requirements.

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