IoT Network Operations Engineer

What You'll Do
As an Operations Engineer on our team, you will collaborate with cross-functional peers, internal and external partners for network troubleshooting associated with Cisco's IoT Network. Based on your knowledge and experience, you'll take appropriate action to minimize, and when possible, prevent service impacts identified via our defined Incident Management Process. Additional responsibilities include:

• Create reporting metrics that maximizes stakeholder engagement and adoption that drives continual process improvement
• Initiate the Incident Management Process
• Develop key insights on operational and engineering performance and suggest improvement opportunities
• Providing a leadership role in resolving service impacting issues
• Assess, draft, and deliver Root Cause Analysis timely to internal and external customers
• Coaching and mentoring other staff members as needed to ensure personnel are working issues as efficiently and accurately as possible in a team oriented professional culture
• Tackle complex problems: use analytical thought to exercise discernment and identify innovative solutions
• Contributions result in an improved customer experience, and improvements globally for the overall success for the IoT Business Unit
• 24/7 monitoring support for the IoT Network

Who You'll Work With
You'll partner internally with your Operations and NOC counterparts and cross-functional peers regularly. You will also provide direct support to Service Providers, influence others to ensure service quality, and provide feedback to our Executive Leadership Team. You will contribute and at times lead the Incident Management Process to ensure feedback and updates are shared timely.
Who You Are
Cisco IoT Operations Engineer maintains a reputation as a trusted partner, and you will help continue this trend. You will form and maintain relationships across engineering, customer support, and our service providers. Your focus will be on successfully executing our defined Incident Management Process, monitoring strategy, and identifying process improvements to ensure network quality.
Skills and Experience:

• BS in Computer Science or equivalent experience
• 5+ years of relevant work experience
• Working knowledge of SQL like databases desired
• Proven experience in executing skills in Root Cause Analysis (RCA) and problem resolution.
• Experience in SaaS or hosted application service provider environment
• Experience in Reporting/Metrics creation and delivery
• Strong working knowledge of ITIL and ITSM standards and best practices
• Strong analytical, communication, and customer interfacing skills

Why Cisco
At Cisco, each person brings their rare talents to work as a team and make a difference. Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.
We connect everything - people, process, data and things - and we use those connections to change our world for the better.
We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education and more - from Smart Cities to your everyday devices.
We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities.
Colorful hair? Don't care. Tattoos? Show off your ink. Like polka dots? That's cool. Pop culture geek? Many of us are. Be you, with us! #WeAreCisco
Cisco is an Affirmative Action and Equal Opportunity Employer and you will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.
Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
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.