Job ID: 1449677

Meet the Team

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

Incident Response Analyst will be critical in identifying, analyzing, and responding to production incidents to minimize the impact on our business stakeholders. This role involves investigating incidents, coordinating response efforts, and implementing strategies to prevent future incidents.

You will collaborate on cross-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 primary 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 or master’s Degree program in a technical field such as Computer Science, Information Technology Engineering, or equivalent work experience.
• 3+ Years of experience in IT Operations and Case management tools
• Experience with Commercial business processes like Configure, Pricing, Quoting, Order.
• Excellent English communication skills to collaborate effectively in global teams.

Preferred Qualifications:

• Foundation AI / Gen AI knowledge
• Strong Analytical and troubleshooting Skills.
• Strong communication Skills (Written and Verbal)

Why Cisco? 

At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.

Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere. 

We are Cisco, and our power starts with you.