AppD (Cisco) Incident Manager (Software) - Can Be

Job Description What You'll Do Our platform handles millions of requests/min and manages rich metadata and graph models in a scalable and highly available service-oriented platform. You will be working with Product Reliability Team handling Escalations and Incidents and delivering services to other cross functional teams. More specifically, on a day-to-day basis this role involves: Identify, initiate, schedule and conduct incident reviews Promote and reinforce adherence to the process and policies associated with Incident Management Advise the participants when standards and procedures are not being followed Work efficiently with Support, operations (SaaS), and Engineering teams to design and scope incident or partner concern management procedures. Identify incidents which need special attention or issue Identify potential problems and/or growing trend of repetitive Incidents Build knowledge with repeatable procedures with a goal of reducing the number of Incidents Create incident Reports Ensure the closure of all resolved and end-user confirmed Incident records Carry out the responsibilities for the Incident Management process and/or Implement Effective Procedures Accountable for the overall process efficiency and effectiveness Ensure alignment of Key Performance Indicators (important metrics) to Critical Success Factors (CSFs) and that these objectives are realized Who You'll Work With First and foremost, We are a team of highly motivated professionals, and we sincerely believe that this will be a working experience of a lifetime for you. We offer a you a unique professional experience in a friendly atmosphere of a startup-like team culture. In AppDynamics, we focus on developing software solution that helps other companies to grow their business. Today, over 2500 companies around the globe cannot imagine doing their business without us! We hire people who are eager to contribute to our culture, and we empower them to do just that. We take pride in thinking beyond our day-to-day job descriptions, and encourage you to actively seek out opportunities to create the type of work environment that you want to be a part of. Who You Are You are the kind of professional that loves helping manage and tackle the hardest resiliency and scalability Incidents and partner concerns. You are friendly, creative and independent, as well as enthusiastic to learn new technologies and passionate about working with people, cross functional teams and generating reports. Requirements: Demonstrates initiative, good organizational skills, attention to detail, sound business judgment and excellent written/verbal skills Experience with program/portfolio management toolsets (JIRA/Portfolio/Confluence) Good experience with creating dashboards and reports in JIRA. 5+ years of applicable experience in an agile environment, responsible for handling enterprise-level incidents in collaboration with cross-functional teams. Preferred: Excellent organizational skills; ability to multitask and prioritize work optimally Solid understanding of software development life cycle models as well as experienced knowledge of modern incident management methodologies Experience with agile methodologies and practices Recognizes the importance of continuous improvement and identify opportunities to streamline/optimize current practices in order to shorten delivery schedules, improve quality, and/or increase efficiency 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, aggressive 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 geek? Many of us are. Passion for technology and world changing? Be you, with us!  Read More