Technical Support Management

At Cisco, we are building the world's best Process Automation Team to accelerate digital transformation roadmap. We are looking for passionate team members to join us to deliver on this vision. You will demonstrate deep technical ability to diagnose and solve problems faced by our clients on a day-to-day basis while using IT applications and enable Cisco's transformation through automation and technology innovation for productivity improvements. You will be responsible for day-to-day support, plus thought leadership and participation in large-scale service projects and initiatives. This position supports multiple applications and business processes delivering end-to-end systems for case management for our customers and Partners.

Must Have

• Provide support via standard ITIL Processes and procedures, including monitoring, solving sophisticated technical problems, and resolving data/configuration/system issues.
• Serve as a customer partner concern point of contact for critical application support issues, capable of handling many complicated issues related to customer/partner escalations.
• Respond to application support customer concerns which involve solving moderate technical issues and resolving data/configuration issues.
• Collaborate with multiple internal teams across disparate groups to resolve client support issues.
• Support internal customers in any day-to-day activities.
• Collaborate with Engineering and Solutions teams to review enhancement requests and provide design feedback and collaborate with peers on sophisticated projects as required.
• Supervise and handle a large number of critical service delivery systems.
• Participate in, or directly work on any additional projects, assignments, or initiatives assigned by management.
• Bachelor of Engineering with 6-7 years of relevant experience.
• Minimum Pega foundational certification (Certified System Architect).
• 3+ Years of relevant experience using and/or supporting one or more of the following technologies: (Pega, SQL, Oracle, Angular JS, Python).
• 3+ Years of experience in Technical Operations support and Case management tools.
• Knowledge and experience of ITIL best practices in operations support.
• Excellent English communication skills to collaborate effectively in global teams.

Good to Have

• Pega certification and experience working with Pega applications.
• At least 2 years of experience in developing Pega applications.
• Strong Analytical and troubleshooting Skills.
• Strong communication Skills (Written and Verbal).
• Experience with Commercial business processes like Configure, Pricing, Quoting, Order.
• Foundation AI / Gen AI knowledge.

Perks & Benefits

• Our benefits are designed to support every aspect of your life: from your well-being to your time away to your family.

Job Description

Meet the Team

At Cisco, we are building the world's best Process Automation Team to accelerate digital transformation roadmap. We are passionate about delivering amazing experience to end-users and outstanding value to business. Our mission is to be the leader in delivering process automation and AI solutions at speed and scale.

Your Impact

We are looking for passionate team members join us to deliver on this vision. We are looking for an internal customer focused, collaborative, and proactive technical support management. You will demonstrate deep technical ability to diagnose and solve problems faced by our clients on a day-to-day basis while using IT applications and enable Cisco's transformation through automation and technology innovation for productivity improvements. You will be responsible for day-to-day support, plus thought leadership and participation in large-scale service projects and initiatives. This position supports multiple applications and business processes delivering end-to-end systems for case management for our customers and Partners.

In this high-impact role, you will have following responsibilities:

• Provide support via standard ITIL Processes and procedures, including monitoring, solving sophisticated technical problems, and resolving data/configuration/system issues.
• Serve as a customer partner concern point of contact for critical application support issues, capable of handling many complicated issues related to customer/partner escalations.
• Respond to application support customer concerns which involve solving moderate technical issues and resolving data/configuration issues.
• Collaborate with multiple internal teams across disparate groups to resolve client support issues.
• Support internal customers in any day-to-day activities.
• Collaborate with Engineering and Solutions teams to review enhancement requests and provide design feedback and collaborate with peers on sophisticated projects as required.
• Supervise and handle a large number of critical service delivery systems.
• Participate in, or directly work on any additional projects, assignments, or initiatives assigned by management.

Minimum Qualifications:

• Bachelor of Engineering with 6-7 years of relevant experience
• Minimum Pega foundational certification (Certified System Architect)
• 3+ Years of relevant experience using and/or supporting one or more of the following technologies: (Pega, SQL, Oracle, Angular JS, Python)
• 3+ Years of experience in Technical Operations support and Case management tools
• Knowledge and experience of ITIL best practices in operations support.
• Excellent English communication skills to collaborate effectively in global teams.

Preferred Qualifications:

• Pega certification and experience working with Pega applications
• At least 2 years of experience in developing Pega applications.
• Strong Analytical and troubleshooting Skills.
• Strong communication Skills (Written and Verbal)
• Experience with Commercial business processes like Configure, Pricing, Quoting, Order.
• Foundation AI / Gen AI knowledge

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.

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