AppD (Cisco) Incident Manager

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!
Cisco Covid-19 Vaccination Requirements
The health and safety of Cisco's employees, customers, and partners is a top priority. Our goal is to protect and mitigate the spread of COVID-19 infection for strong business resiliency during the pandemic. Therefore, Cisco may require new hires to be fully vaccinated against COVID-19 if the role requires business-related travel, meeting with customers/partners (including visiting third-party sites on behalf of Cisco), attending trade events, and Cisco office entry, unless otherwise prohibited by applicable law, and in countries where COVID-19 vaccination is legally required. The company will consider legally required accommodations/exceptions for medical, religious, and other reasons as per the requirements of the role and in accordance with applicable law. Additional information will be provided to candidates about the requirements and accommodation process at the offer time based on region.