Incident Response Analyst

Meet the TeamThe Commerce Quote to Order team enables Ciscos go-to-market strategy with an exceptional commercial platform, focusing on hardware, software subscription, and services through data-driven solutions. At Cisco Commerce, our software engineers develop the next-generation CPQ (Configure Price and Quote) Software solutions that manage $60+ billions of Cisco revenue. We handle substantial data with multiple flows, requiring versatile and enthusiastic engineers to solve the latest challenges and push technology forward. Our teams continuously iterate, solve problems, and collaborate to empower our customers and partners. Your ImpactAs a Incident Response Analyst with Commerce Product Management & Engineering (part of Cisco IT), you will support scalable, forward-thinking solutions to address new business models and challenges, driving digital transformation. You will collaborate on multi-functional projects to identify areas for improvement. You will analyze internal processes, data, and problems, and identify benefits from new capabilities using emerging digital and cloud technologies. Responsibilities:Act as the main point of contact for production support, managing and resolving tickets across various business unitsTriage and prioritize support tickets based on urgency and impactConduct root cause analysis and apply critical thinking to solve complex problemsAnalyze trends in support tickets to proactively identify recurring issues and implement long-term solutionsCollaborate closely with business users, analysts, and developers to understand issues and enhancementsEnsure timely and effective resolution of issues while maintaining a high level of customer satisfactionFollow Industry best practices for security, scalability, and performanceDocument processes, resolutions, and recurring issues for knowledge management and training purposesMinimum QualificationsBachelors degree in Engineering with 67 years of relevant professional experience.3+ years of experience using or supporting one or more of the following technologies: Java, SQL, PL/SQL, Oracle, MongoDB, Cassandra, Snowflake, AngularJS, Python, APIs (HTTP/RESTful web services), Elastic, or Kibana. 3+ years of experience in technical operations support and the utilization of case management tools. Experience with commercial business processes (New & Renew), specifically Configure, Price, Quote and Order Management systems. Preferred QualificationsExcellent english communication skills to collaborate effectively with global teams.Foundation AI / Gen AI knowledgeStrong Analytical and troubleshooting Skills. #WeAreCisco (This is the Standard and cannot be changed) #WeAreCisco where every individual brings their unique skills and perspectives together to pursue our purpose of powering an inclusive future for all. Our passion is connectionwe celebrate our employees diverse set of backgrounds and focus on unlocking potential. Cisconians often experience one company, many careers where learning and development are encouraged and supported at every stage. Our technology, tools, and culture pioneered hybrid work trends, allowing all to not only give their best, but be their best. We understand our outstanding opportunity to bring communities together and at the heart of that is our people. One-third of Cisconians collaborate in our 30 employee resource organizations, called Inclusive Communities, to connect, foster belonging, learn to be informed allies, and make a difference. Dedicated paid time off to volunteer80 hours each yearallows us to give back to causes we are passionate about, and nearly 86% do! Our purpose, driven by our people, is what makes us the worldwide leader in technology that powers the internet. Helping our customers reimagine their applications, secure their enterprise, transform their infrastructure, and meet their sustainability goals is what we do best. We ensure that every step we take is a step towards a more inclusive future for all. Take your next step and be you, with us! Why Cisco At Cisco, were revolutionizing how data and infrastructure connect and protect organizations in the AI era and beyond. Weve 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 youll 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. .