Incident Response Analysis Manager

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.

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.