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Major Incident Manager

Estarta Solutions

  • Kraków

    Kraków, Lesser Poland
  • offer expired 2 months ago
  • B2B contract
  • full-time
  • specialist (Mid / Regular)

Your responsibilities

  • Acts as a single point of contact for escalation and operational concerns for assigned customers for After Hours.

  • Provides reporting on the open service requests and RMAs.

  • Identifies and works proactively on issues to improve customer satisfaction.

  • Takes part in Quarterly Business Review meetings and provides trending and gap analysis.

Our requirements

  • Very good command of English.

  • Demonstrated drive for continuous learning, results-orientation and teamwork.

  • Professional & concise communication (written & verbal).

  • Performs well under pressure and in disruptive environments where priorities can change in response to customer demand.

  • Executive level communications, tailored to unique situations.

  • Proven ability to work cross-functionally and cross-corporations.

  • Possess 3+ years-prior incident management experience and 5+ years working in IT.

  • Excellent working relationships with other customer service organizations within Cisco and with appropriate business units.

  • Ability to formulate and deliver presentations.

  • Previous experience as one of the following: incident manager, after hours incident manager, major incident manager.

  • Previous experience in processes management, service desk, customer service experience, IT call centre experience.

  • Ability to work shifts - day shifts, night shifts, both 8 &12 hours.


  • Certifications: ITIL Intermediate.

What we offer

  • B2B Contract on special rules (PTO, private healthcare, trainings & benefits not elsewhere seen with B2B contract).

  • Competitive salary (depending on the experience).

  • Possibility of remote work after the training period.

About Us

As a part of developing our long-lasting partnership with Cisco Systems (find more at estartasolutions.com) we are currently looking for English speaking candidates to join Cisco's High Touch Delivery Team in Kraków.