Supply Chain-Logistics

Incident Management agent for Service supply chain team in Cisco - responsible for managing Systems Operations

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.

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