Cisco Global Services Center in Krakow Continues to Expand With New Functions


Entering its fifth year of operation, the Cisco Global Services Center (CGSC) in Krakow expands its operations and adds new services to its portfolio.

“In 2012, Cisco opened a shared services center in Krakow with the goal to provide our customers in Europe, Middle East, Africa and Russia (EMEAR) a wide range of services in multiple languages from a location that is convenient to their time zones. That objective still holds true. Today, however, our customers and partners are facing new challenges, such as digitization, a more complex security landscape, new IT delivery models and the need for different types of IT services,” said Norm DePeau, vice president and director of CGSC in Krakow. “The new functions we are announcing are addressing exactly these needs, with the skilled talent pool we built over the past years.”

The Cisco Global Services Center in Krakow provides technical and business services to customers, partners and Cisco employees across multiple functional groups, including Consulting and Technical Services, Cloud and Managed Services, Finance and Operations. The center is part of a network of operations located around the globe and focuses on Europe, the Middle East, Africa and Russia. Approximately 1,000 people work at the center currently.

One of the additions in Krakow is the EMEAR Security Operations Center (SOC) that provides a broad range of services for customers, from monitoring and management to comprehensive threat solutions and hosted security. The Security Operations Center operates the Cisco Active Threat Analytics (ATA) service: a fully outsourced, managed security service. It rapidly detects and responds to security events by analyzing customer network traffic, evaluating security telemetry and overlaying global intelligence. SOC engineers provide both expert cyber threat monitoring and remote operations for security devices.

Cisco currently operates three Security Operations Centers worldwide, located in strategic geographies: Poland, the United States and Japan. This structure allows Cisco to provide a 24-hour service for customers, regardless of their time zone, in the “follow the sun” model. Another team that joins the Cisco campus in Krakow is the Global Customer Success (GCS) organization. This team supports customers who use Cisco subscriptions for software, services, cloud and other solutions. They help customers to use these more effectively as part of their business processes and generate tangible business outcomes faster.

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