Incident Response Analysis Manager

Meet the Team

The Commerce Quote to Order team enables Cisco’s go-to-market strategy with an exceptional commercial platform, focusing on hardware, software subscription, and services through data-driven solutions. At Cisco Commerce, our software engineers develop the next-generation CPQ (Configure Price and Quote) Software solutions that manage $60+ billions of Cisco revenue. We handle substantial data with multiple flows, requiring versatile and enthusiastic engineers to solve the latest challenges and push technology forward. Our teams continuously iterate, solve problems, and collaborate to empower our customers and partners.

Your Impact

As a Incident Response Analysis Manager with Commerce Product Management & Engineering (part of Cisco IT), you will support scalable, forward-thinking solutions to address new business models and challenges, driving digital transformation.

You will collaborate on multi-functional projects to identify areas for improvement. You will analyze internal processes, data, and problems, and identify benefits from new capabilities using emerging digital and cloud technologies.

Responsibilities:

• Act as the main point of contact for production support, managing and resolving tickets across various business units
• Triage and prioritize support tickets based on urgency and impact
• Conduct root cause analysis and apply critical thinking to solve complex problems
• Analyze trends in support tickets to proactively identify recurring issues and implement long-term solutions
• Collaborate closely with business users, analysts, and developers to understand issues and enhancements
• Ensure timely and effective resolution of issues while maintaining a high level of customer satisfaction
• Follow Industry best practices for security, scalability, and performance
• Document processes, resolutions, and recurring issues for knowledge management and training purposes

Minimum Qualifications

• Bachelor’s degree in Engineering with 6-7 years of relevant professional experience.
• 3+ years of experience using or supporting one or more of the following technologies: Java, SQL, PL/SQL, Oracle, MongoDB, Cassandra, Snowflake, AngularJS, Python, APIs (HTTP/RESTful web services), Elastic, or Kibana.
• 3+ years of experience in technical operations support and the utilization of case management tools.
• Experience with commercial business processes (New & Renew), specifically Configure, Price, Quote and Order Management systems.

Preferred Qualifications

• Excellent english communication skills to collaborate effectively with global teams.
• Foundation AI / Gen AI knowledge
• Strong Analytical and troubleshooting Skills.

Why Cisco?

At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era - and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.

Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.

We are Cisco, and our power starts with you.

Disclaimer

To ensure that we hire the best talent in the right way, we follow a strict hiring process and recently, Cisco has been made aware of fraudulent recruiters claiming to be from the company. Please be advised that any communication from Cisco about careers will:

• be in direct response to an application you have submitted through the company career site
• begin with screening or an interview
• originate from a Cisco email address, and
• be conducted across email, phone, or WebEx

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