Cisco Hiring for Cloud Engineer — Incident Management with Jira/PagerDuty/ELK/Grafana and Python/Shell — Experience (4-8 Yrs) at Bangalore, India Full Time

Who we are

In the Cisco Contact Center group, we are passionate about delivering amazing experiences to both customers and employees. We believe software can truly change the world and how it gives and receives customer service and it is our mission to be the leader in this space. To enable this vision, we are looking for passionate, smart, and motivated Software Engineer to join our team

What You’ll Do

As an Incident Commander, you will be responsible for driving the quick and efficient resolution of critical incidents. You will work closely with Engineering, Product Management, Customer Support and Security teams to ensure that incidents are brought up and resolved in a timely manner. You will also work with these same teams to collect data, improve processes, and provide readouts around incidents to drive down MTTR (mean time to resolution) and overall reliability of our product. You are ideal for this role if you have a technical background, enjoy thinking on your feet and driving resolution of critical issues for large, distributed platforms. You will also spend some time working on maintaining a constantly growing infrastructure which is reliable and scalable continuous integration infrastructure which is needed to continue to deliver high-quality applications to hundreds of thousands of users around the world. You will be partly responsible for designing, implementing, and maintaining automated pipelines and processes to facilitate continuous integration, continuous delivery, and continuous deployment of software applications. You will work with development and operations teams to streamline the software development lifecycle and improve release management practices.

As a Platform Engineer, you will be responsible for designing and implementing scalable and reliable infrastructure solutions and will be responsible for designing, implementing, and maintaining automated pipelines and processes to facilitate continuous integration, continuous delivery, and continuous deployment of software applications. They work collaboratively with development and operations teams to streamline the software development lifecycle and improve release management practices.

Who You’ll Work With

You will work collaboratively with development, QA and operations teams to streamline the software development lifecycle and ensure a smooth and efficient software delivery process.

Who You Are

To succeed in this technical role, you need to have knowledge of how a contact center operates, how to develop cloud applications using various tools and methods, and what other cloud technologies are available. Ideally you will have Bachelors or Masters in Computer Science or Computer Engineering with about 6-9 years of proven experience.

You will contribute to the team in the following ways:

• Lead real-time incident management, partnering with on-callers, engineering teams, product, support and leaders as required.

• Own Incident Commander responsibilities and delegate or run postmortem coordination working with engineering/product teams to prioritize action items.

• Coordinate with globally distributed team to ensure smooth handoffs in a follow the sun model.

• Document key events and landmarks during the life cycle of an incident and communicate status accordingly to internal and external customers

• Collaborating with engineering/support/product to improve tooling, automation, and documentation for running, collecting, and reporting on incidents.

• Contribute and make recommendations for incident management and reliability improvements.

• Perform regular readouts to leadership on state of incidents and Incident management.

• Design and implement robust CI/CD pipelines using tools like Jenkins, Spinnaker, GitHub, or other CI/CD platforms.

• Create automated workflows for building, testing, and deploying applications across various environments (development, staging, production).

• Troubleshoot issues and optimize pipeline performance based on monitoring data.

• Will be able to drive efficiency in cost management using tools such as Infracost, Kubecost, and Opencost.

• Participate in the on-call rotation for the services delivered by the Platform team.

• Contribute to the evolving standardized platform and DevOps structure across the organization.

Experience required:

• Deep understanding of incident management principles, tools and processes

• Extensive experience running postmortems

• Familiarity with software development and IT operations

• Familiarity with incident management reporting and metrics

• Experience with postmortem coordination and follow-up actions

• Experience with tools like Jira, PagerDuty, ELK, Grafana

• Knowledge of CI/CD concepts, tools, and methodologies.

• Proficiency in scripting and programming languages such as Python & Shell

Desirable skills:

Certifications (optional but beneficial):

• Certified Kubernetes Administrator (CKA)

• AWS Certified DevOps Engineer

• Certified Jenkins Engineer (CJE)

• Docker Certified Associate

Why Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.

We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (36 years strong) and only about hardware, but we’re also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do – you can’t put us in a box!

But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.

So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us!

We recognize that diverse teams make the strongest teams, and we encourage people from all backgrounds to apply.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.

Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.