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 experie

📌 AS TMT (Pune)
🏢 Zensar Technologies
📍 Pune