Major Incident Manager
KrakówKraków, Lesser Poland
- offer expired 2 months ago
- B2B contract
- specialist (Mid / Regular)
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.
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.
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.