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. At Cisco Commerce, our software engineers develop the next-generation CPQ (Configure Price and Quote) Software solutions that manage $60+ billions of Cisco revenue. We handle substantial data with multiple flows, requiring versatile and enthusiastic engineers to solve the latest challenges and push technology forward. Our teams continuously iterate, solve problems, and collaborate to empower our customers and partners.
Your Impact
As a Incident Response Analyst with Commerce Product Management & Engineering (part of Cisco IT), you will support scalable, forward-thinking solutions to address recent 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 profe