Problem Management
Cisco Systems, Inc.Job Highlights
Required Skills
Job Description
Role Summary:
As a Problem Manager at Cisco, you will be responsible for leading the process of identifying, investigating, and resolving the root causes of recurring or major incidents within our complex hardware and networking infrastructure. Your goal is to prevent incidents from happening again and minimize the impact of unavoidable incidents.
Key Responsibilities:
- Lead the identification and logging of potential problems based on incident trends, recurring issues, and proactive monitoring.
- Facilitate root cause analysis (RCA) for identified problems, engaging relevant technical teams and subject matter experts.
- Develop and track problem records, ensuring all necessary documentation and evidence are captured.
- Propose, prioritize, and track the implementation of workarounds and permanent fixes to resolve problems.
- Manage the lifecycle of problems from identification through to closure.
- Communicate problem status, findings, and resolutions to stakeholders, including technical teams and management.
- Contribute to the continuous improvement of the Problem Management process and related ITIL processes.
- Maintain a knowledge base of known errors and their workarounds.
About Cisco Systems, Inc.
Cisco Systems, Inc. is an American multinational technology conglomerate headquartered in San Jose, California, that designs, manufactures, and sells networking hardware, software, telecommunications equipment and other high-technology services and products. Cisco was founded by Leonard Bosack and Sandy Lerner, a married couple who were working for Stanford University's computer science department. They developed a way to connect computers over different networks, which led to the creation of Cisco's first router. The company was incorporated in December 1984.
You need to be logged in to report this post. Login