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Cisco Incident Manager – Collaboration

Provide consultation to independently debug and fix solutions for Cisco customers, partners, and account teams along with collaborating with other Cisco teams to resolve issues.
The Incident Manager is a Tier-3 engineer who will provide management coverage and leadership when handling highly visibility incidents, driving a successful resolution for the customer, which may involve multiple teams and interactions with management and different customer contacts.
Hard skills
  • BA/BS in a technical field of study (Electronic engineering, Industrial Engineering, or similar.
  • Top-tier technical expertise in Cisco Collaboration technologies such as CUCM, CUC, Voice Gateways, SIP, etc.
  • CCNP or equivalent certification, specific for Collaboration.
  • Understanding of the ITIL framework.
Soft skills
  • Provide internal and external executive level updates.
  • Work on complex problems where analysis of situations requires an in-depth evaluation of factors.
  • Proactively identify and collaborate on issues that need to be raised with Problem Management.
  • Mentor and coach Incident Team.
  • Support and backup other Incident Managers.
  • Maintain productive customer relationships.
  • Employee Association.
  • Educational Reimbursement.
  • Tech Academy.

Explore the benefits we have for you!

Our collaborators can enjoy many great benefits.

Flexible schedules

Our teams have schedules that adapt to your needs. Rest assured that we have the right one for you, even if you are studying.


We think about your professional growth, so at SYKES we have specific career plans to develop your skills day by day.

Compensation and benefits

Our collaborators can take advantage of discounts and agreements in universities, restaurants, among others.

Sykes Enterprises, Incorporated is a leading provider of multichannel demand generation and customer engagement services for Global 2000 companies and their end customers. SYKES’ differentiated full lifecycle solutions and services — digital marketing, sales expertise, customer service, technical support and more through multichannel delivery platforms — effectively engage customers at every touchpoint of the customer journey. Our complete service offering helps clients acquire, retain and increase the lifetime value of their customer relationships through cost-effective solutions that enhance the customer service experience, promote stronger brand loyalty, and foster high levels of performance and profitability.