After Hours Incident Manager

Estarta Poland Sp. z o. o.; United States; Remote; USD 80,000 - 100,000; Full time

Job summary

Join a dynamic team as an independent Contractor for After Hours Incident Management, supporting Cisco's premium clients. This role requires excellent English communication skills and the ability to thrive under pressure, ensuring swift resolutions during IT incidents. You'll engage with engineering teams, document actions, and maintain high customer satisfaction. With a flexible schedule and the possibility of remote work after training, this opportunity is perfect for those seeking a rewarding challenge in a supportive environment. If you're ready to make a difference in incident management, this role is for you!

Benefits

Private Healthcare

Trainings

Multisport

Flexible schedule

Qualifications

• Excellent English skills are essential for communication and documentation.
• Experience in Incident Management is highly valued.

Responsibilities

• Provide operational support for Cisco's premium customers.
• Document actions taken during IT-related incidents.

Skills

English proficiency

Business communication skills

Ability to work under time pressure

Incident Management experience

ITIL knowledge

ITIL Foundation certificate

Job description

For an external company, as a part of developing its long-lasting partnership with Cisco Systems, we are currently looking for an English-speaking independent Contractor to join After Hours Incident Management service.

Responsibilities:

1. Providing operational support for Cisco's premium customers
2. Using various communication channels to maintain customer satisfaction during IT-related incidents
3. Ensuring the quickest resolution possible by regular follow-ups with the Engineering Teams involved
4. Documenting actions taken in appropriate systems

Key requirements:

1. Excellent knowledge of English, both spoken and written
2. Business communication skills
3. Ability to work under time pressure
4. Previous experience in Incident Management would be a huge asset
5. ITIL knowledge would be an asset (with a focus on incident management)
6. ITIL Foundation certificate would be an asset

What do we offer?

1. B2B Contract on special rules (Private Healthcare, Trainings, Multisport)
2. Flexible schedule
3. Possibility of remote work after the training period

What do we expect?

High level of availability as the engagements may take place in the afternoon and at night.