The Incident Manager will be responsible for managing and coordinating the resolution of incidents that affect the operation and performance of our collaboration technologies. This role requires a solid understanding of ITIL processes and expertise in Unified Communications and/or Contact Center technologies. The ideal candidate will possess excellent problem-solving skills, a proactive approach to incident management, and the ability to communicate effectively with collaborators at all levels. The role requires experience coordinating remote, highly diverse, highly technical teams. Minimum Qualification: * Bachelor’s degree in information technology, Computer Science, or a related field, or equivalent work experience. * Demonstrated ability in incident management or a similar role, preferably within the collaboration technologies sector. Preferred Qualification: * Strong problem analysis, fix methodologies, and crisis leadership skills. * Demonstrable experience in customer incident and critical issue management. * Ability to communicate optimally with senior leaders, customers, and developers. * Proficient in project management and familiar with modern toolsets (e.g., Jira, PagerDuty). * Experience with Cisco Collaboration products such as Contact Center, Calling, Hyperflex and other. * Experience with VoIP, SIP, and other related communication protocols. * Familiarity with network infrastructure, cloud environment and security principles. * Participate in on-call rotation for impacting incidents and critical issues where required. * Monitor incident trends and performance metrics to identify areas for improvement and drive continuous service enhancement. * You have extensive experience documenting fix steps and service restoration details; previous experience in a technical writer role is a plus. * Proficiency in incident management tools and platforms (e.g., ServiceNow, Jira). Certifications: * ITIL Foundation * PMP * CCNP Collaboration Job Scope: * Manage incidents as an Incident Manager for all major incidents with specific reference and alignment to commitments ensuring timely resolution and minimal impact on business operations. * Act as the main point of contact for incident issues, ensuring clear and consistent communication with collaborators. * Coordinate with multi-functional teams to identify, diagnose, and resolve incidents related to Unified Communications and Contact Center technologies. * Maintain accurate and up-to-date incident records, including root cause analysis and post-incident reviews. * Develop and implement incident management policies, procedures, and opportunities in line with ITIL standards. * Collaborate with problem management and change management teams to prevent recurrence of incidents and ensure successful implementation of changes. * Develop policies and procedures to enhance workflow efficiencies and ensure compliance. * Deliver training and guidance to support teams on incident management processes and tools. * Participate in on-call rotation for impacting incidents and critical issues where required. * Monitor incident trends and performance metrics to identify areas for improvement and drive continuous service enhancement. * Major incident reporting production for both ad hoc and monthly requirements. Why Cisco #WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all. We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re "old" (36 years strong) and only about hardware, but we’re also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do - you can’t put us in a box! But "Digital Transformation" is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.) Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward. So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture enthusiast? Many of us are. Passion for technology and world changing? Be you, with us! We recognize that complementary teams make the strongest teams, and we encourage people from all backgrounds to apply. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. #CollabFY25 Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis. Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.