High Touch Operations Manager 71251

Cisco High-Touch Operations Management enhances operational efficiency, helping customers resolve network issues quickly and completely. It provides customers with a dedicated Cisco operations manager who is familiar with the customer business and operational processes and technical support history. This service operations management expert is continually monitors customers’ technical support needs, tracks every open service request, and makes sure that IT resources, both at Cisco and within customer organization, are aligned appropriately to resolve issues quickly and completely.

Service Activities and Deliverables:

• Maintaining a good relationship with the client during the course of the problem resolution process through the effective use of email, telephone, video conferencing and other collaboration methods,
• Being a single POC for clients regarding questions/escalations/information, coordinating communication between internal and external stakeholders,
• Incident Management: coordination of the resolution, identifying appropriate parties to address various queries, managing business communication with the client,
• Monitoring progress of open incidents, with proactive attitude to avoid possible escalations,
• Ensuring timely follow-ups and swift closure of critical problems,
• Participation in onsite meetings with the client (abroad travels required, around 4-6 times per year),
• Carrying out reporting, SLA calculations and trending analysis: preparing weekly/monthly/quarterly reports (Excel and Power Point format) and presenting results to internal/external stakeholders,
• Hosting numerous meetings with internal and external audience (via Webex, Tele Presence, phone),
• Regularly interacts with company’s clients and internal teams in a coordinated fashion to ensure problem resolution (engineers/sales/logistics etc.),
• General understanding of networking technologies and services,
• Experience in working in multicultural and international environment,
• Creative, outside the box thinking and “can do” attitude, well-organized with ability to work independently.


• Independently coordinates and executes tasks, questions ways of working and suggests improvements, initiative taker and has the ability to work outside of process
• Uses general technical understanding to work with support teams to create a recommended solution and to understand the business impact
• Solid understanding of business processes and requirements in a support environment and in the customer’s organization



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