Role & responsibilities

Role: SME - Cisco Unified Communications

SHORTDESCRIPTION section. 1 of 6.

Section Title: Job Summary

Job Summary

Identify the trainings required for both technical and process domains for the team and consider roll out suitable corrective measures.
Responsible for planning and coordinating all the activities required to monitor, perform and report all day2 operations under the purview of incident management.
IM is responsible to identify process deviations and applying suitable corrective measures.
IM is responsible to manage communications during major incidents to customer and internal stakeholders.
IM is responsible to assess the workload in the NOC and plan resources accordingly with due consultation along with operations management.
IM is responsible to monitor the adherence to incident management service level agreement and apply suitable corrective measures as required.
IM should plan, schedule and drive adherence to incident reviews by Tier 2 / Tier 3 engineers.
IM should establish continuous service improvement cycles where the process, performance, activities, policies, procedures, supporting technology, roles and responsibilities are reviewed, and suitable corrective measures are applied as applicable.




IM should conduct regular individual and team sync up with the team members to identify the area of improvements (Process & technical) and accordingly apply suitable corrective measures.
IM should conduct different activities for team building measures.
IM should proactively work with Tier 2 / Tier 3 to plan applicable activities ensuring stability of the production set up.
IM should collaborate with Tier 3 to perform skill gap analysis once in every six months and accordingly rollout suitable corrective measures.
IM should work with Tier 3 to roll out mentoring programs for engineers to improve on their technical and process skills.
IM should work with Tier 2 / Tier 3 engineers to help team in adopting automation in operations improving quality, MTTR and efficiency.
IM should proactively work to bring in operational excellence by continuously helping team members on leveraging different CMS tools for effective incident handling and by coordinating with customers and internal stakeholders.
IM should collaborate with different CX teams to bring in service excellence by leveraging the expertise of CX.

CMS Incident Manager 24x7 rotational shifts. ITIL Foundation Certified

📌 Cisco Unified Communications Bengaluru
🏢 Cerebra
📍 Bengaluru