Incident Manager

Each Incident Manager, as a part of a CISCO Support Team:

• Provides best in class support to the customers through the timely resolution of incidents

• Ensures case documentation is complete, legible and accurate

• Performs escalation activities

• Uses standard tools to receive alerts and monitor status of new service requests (cases) pushing through to resolution

• Provides frequent external and internal status updates of the incident, communicates directly with the customer

• Interacts with customers and internal teams in a coordinated fashion to ensure issue resolution

• Ensures follow-up and closure of high priority issues with large strategic customers by SLA compliance

• Supports delivery of technical services to major accounts

• Maintains a good relationship with the customer during the course of the analysis through the effective use of email, telephone, video conferencing and other collaboration methods

• Drives the efficiency and effectiveness of the incident management process in After Hours Operations Team

• Drives, develops and maintains the major incident process and associated procedures.

• Shift work - 24/7 - 12-hour shifts during the week, 8-hour-shifts during the weekends.

The perfect Candidate should have:

• Knowledge of Incident Management

• Minimum 3 years of related experience in IT customer Support
• Fluent knowledge of English is a must

• Good knowledge of Portugese/Spanish would be an advantage

We offer:

Attractive Salary based on b2b contract
Enthusiastic and positive work atmosphere
Daily work with the best IT specialist in international enviroment for one of the Best Employers in Poland with people from all around the world
Private Healthcare(Medicover) and MultiSport Card
E-learning platform
Internal trainings, coaching and mentoring
Possibility of changing position, department, gaining new knowledge and experience
Healthy, comfortable and challenging environment
Working in Cisco Office with Two cafeterias, Summer gardens, Outdoor Ping Pong table, Xbox games and board games in creativity rooms, Massage chairs, Table football and more