Description

Incident Management agent for Service supply chain team in Cisco - responsible for managing Systems Operations

Responsibilities

Working on ESP Inicidents and providing epage support 24x7x365

- Maintain active status on the Enterprise Service Platform (ESP), Outlook and Webex chat throughout work hours.

- Resolve minimum of three (3) Incidents daily per Agent.

- Meet or exceed the Balance Scorecard and Metrics.

- Adhere to the ISO documents and Knowledge base articles.

- Prepare and review weekly escalated cases with Incident Management Team and follow up with IT Operations team.

- Participate in Emergency Operations Center (EOC) bridge to represent S&L; Operations.

- Monitor epage/email alerts 24x7x365, take needed actions to restore the S&L; Operations.

- Engage in S&L; Release Trainings and UAT.

- Evaluate agents on each Project/Enhancement/Defect functionality within releases, ensuring they meet the required knowledge and readiness standards.

- Utilize the ESP Knowledge Base, adhere to ISO processes, and maintain cross-functional collaboration standards.

- Act on Case Audit outcomes to develop and implement approved enhancements.

- Identify and implement process improvements and efficiency gains.

- Arrange for backup Agents during periods of absence.





- Perform additional special assignments or tasks as needed.

- Address the incident from the S&L; business community with highest quality with in the defined SLA

- Monitor the incoming incident and determine if release related

- Execute the UAT test cases for the release

- Manage and communicate the planned and unplanned outages

Qualifications

Knowledge of the following is key but ok if not Pega or SF certified.

- Pega:

- At least 2 years of practical experience in Pega, with certification as a Certified System Architect (CSA)

- Salesforce:

- At least 2 years of hands-on experience in Salesforce, along with a Salesforce Certified Administrator credential.

- Oracle:

- At least 2 years of direct experience in Oracle, focusing on inventory management and shipping processes.

- B2B Technologies:

At least 2 years of hands-on experience with B2B technologies, including proficiency with MuleSoft, API integration, RosettaNet Partner Interface Processes (PIPs), and Data Transfer Gateways (E2Open is preferred).
- Proficiency in End-to-End Incident Reporting (IR) and ISO processes.
- Knowledge of Reverse Logistics (RL) business processes.
-Familiarity with SQL/PL SQL at an intermediate level.

📌 AS TMT - Supply Chain -Logistics (Pune)
🏢 Zensar Technologies
📍 Pune