Job Description
Incident Management agent for Service supply chain team in Cisco - responsible for managing Systems Operations
Responsibilities
Working on ESP Inicidents and providing epage support 24x7x365
- Maintain active status on the Enterprise Service Platform (ESP), Outlook and Webex chat throughout work hours.
- Resolve minimum of three (3) Incidents daily per Agent.
- Meet or exceed the Balance Scorecard and Metrics.
- Adhere to the ISO documents and Knowledge base articles.
- Prepare and review weekly escalated cases with Incident Management Team and follow up with IT Operations team.
- Participate in Emergency Operations Center (EOC) bridge to represent S&L Operations.
- Monitor epage/email alerts 24x7x365, take needed actions to restore the S&L Operations.
- Engage in S&L Release Trainings and UAT.
- Evaluate agents on each Project/Enhancement/Defect functionality within releases, ensuring they meet the required knowledge and readiness standards.
- Utilize the ESP Knowledge Base, adhere to ISO processes, and maintain cross-functional collaboration standards.
- Act on Case Audit outcomes to develop and implement approved enhancements.
- Identify and implement process improvements and efficiency gains.
- Arrange for backup Agents during periods of absence.
- Perform additional special assignments or tasks as needed.
- Address the incident from the S&L business community with highest quality with in the defined SLA
- Monitor the incoming incident and determine if release related
- Execute the UAT test cases for the release
- Manage and communicate the planned and unplanned outages
Qualifications
Knowledge of the following is important but ok if not Pega or SF certified.
- Pega:
- At least 2 years of practical experience in Pega, with certification as a Certified System Architect (CSA)
- Salesforce:
- At least 2 years of hands-on experience in Salesforce, along with a Salesforce Certified Administrator credential.
- Oracle:
- At least 2 years of direct experience in Oracle, focusing on inventory management and shipping processes.
- B2B Technologies:
At least 2 years of hands-on experience with B2B technologies, including proficiency with MuleSoft, API integration, RosettaNet Partner Interface Processes (PIPs), and Data Transfer Gateways (E2Open is preferred).
- Proficiency in End-to-End Incident Reporting (IR) and ISO processes.
- Knowledge of Reverse Logistics (RL) business processes.
- Familiarity with SQL/PL SQL at an intermediate level.
About Us
At Zensar, we're
experience-led everything. We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose:
Together, we shape experiences for better futures. Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is
ONE with Client - a set of four core values that reflect who we are and how we work:
One Zensar, Nurturing, Empowering, and Client Focus.
Part of the $4.8 billion RPG Group, we're a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City. Explore Life at Zensar and join us to Grow. Own. Achieve. Learn. to be the best version of yourself.
We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace. All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status.
