Cisco Incident Manager 1327038 in Minato, Japan
Incident Manager Who You’ll Work With Rakuten Mobile, Inc. is an entity established for the launch of its mobile carrier business as an MNO (Mobile Network Operator.) We aim to provide the most attractive and convenient service which meets the customer’s needs and demands by its own innovative technology and spirit. In order to produce future world-standard innovations, we challenge the best of our own possibilities and address to build a workplace with an environment and system full of opportunities. We're looking for talented individuals who can take on and enjoy this challenge with us. As a member of our Team, you will be responsible for supporting the 4G/5G mobility network for Rakuten Mobile in Japan. The team provides second/third level technical support for Cloud / Hybrid solutions dedicated to the Rakuten Mobility Network in a green field multi-vendor environment based in Japan. Roles & Responsibilities: In this highly visible role as Incident Manager you will: • Act as a single point of contact for major incident resolution through escalation and management across multi-vendor environments • Lead/Drive cross-functional virtual teams to mitigate impact to the mobility customers • Provide executive level status (include C-level) updates through the lifecycle of an incident, both verbally and written forms • Involved in analysing trends in shaping continuous improvement through business analytics and metrics • Owner of the Incident Management Process and suggesting improvements to fine tune the overall process • Ensuring all processes are adhered to at all times (before, during, after) an incident to maintain a high quality of service, including the coaching of engineers to follow the incident closure process * Works on complex problems where analysis of situations requires in-depth evaluation of factors * Actively identify and collaborate on issues which need to be escalated to Problem Management * Assist with the development and delivery of RCA through collaboration with multi-functional teams when necessary * Track completion of remediation actions for major incidents * Manage incidents with C-level, VP-level and Dept head level customers present on active calls. Attributes of a Successful Candidate Required qualities and skills: • Ability to work in a fast-paced, high-pressured, cross functional, cross country, territory and theatre environment • Good organizational skills. This position requires that the Incident Manager prioritize their workload while managing customer commitments • Demonstrate a high-level of maturity and confidence during stressful situations • Possess strong presentation and communications skills with a high level of attention to detail • Have strong time management and decision-making skills • Ability to work with internal and external executive level customers with confidence while providing an exceptional experience • Able to work independently with minimal supervision • Ability to quickly assess and reclaim order in chaotic situations in a professional manner Education & Experience: • Minimum of 8-10 years of experience in a Network Operations Center or Technical Assistance Center • Minimum of 5-7 years working as an Incident Manager in a multi-vendor environment. • Strong technical experience to include IP/Mobility, Data Center or Foundation Technologies • 1-2 years’ experience in a team leadership role while acting as a liaison with external/internal customers. Desired Skills: • ITIL Foundation or equivalent • Foundational Technical Certification - Mobility Networking, Cloud, Security
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