High Touch Operations Manager

  • Location:
    Issy Les Moulineaux, Ile De France, France
  • Additional Location(s)
  • Area of Interest
    Professional Services
  • Job Type
  • Technology Interest
  • Job Id
What You'll Do
You will create solutions built on intelligent networks that solve our customers' challenges. This includes three main tenets:  Innovate and differentiate with application-centric and converged infrastructure; lead market transitions with innovation and architectures in cloud, mobility, collaboration, and security; and deliver solutions and outcomes for the Internet of Everything.
  Main Responsibilities:
- Supports delivery of Technical Services Advantage program to major accounts.
- Ensures follow-up and closure of critical problems with large strategic customers
- Uses standard tool to receive alerts and monitor status of new customer service requests (cases) pushing through to resolution
- Regularly interacts with Cisco's customer and internal teams in a coordinated fashion to ensure problem resolution
- Maintain a good relationship with the customer during the course of the problem resolution process through the effective use of email, telephone, chat, video conferencing and other collaboration methods.
- Co-ordinates root cause analysis upon customers request
Who You'll Work With 
Our team vision is to enable best of class operational network performance for Cisco's Transformational and Strategic Customers. You can be providing services which enable our customers to achieve operational business outcomes. All of our objectives lead to an outcome of best in class network availability for our customers.

Who You Are
 Minimum Qualifications
* Fluent French
* Has a technical and networking understanding, but primarily has the ability to leverage the technical expertise of others.
* Proven leadership skills, initiative taker and has the ability to work outside of process. Also experience in a support environment is a plus.
* Ability to work with Engineers to review potential product or software defects and obtain fixes
* Independently coordinates and executes tasks.
* Solid understanding of business process and requirements in a support environment
* Excellent written and verbal communication skills. Ability to work successfully as a team member in a cross-functional matrix environment
* Results driven and focus on the customer
* Commercial and contractual understanding
 Desired Skills
* Cisco Architecture & Technology Knowledge, understanding of networking technology, and the Enterprise environment. Cisco's CCNA certification or higher very welcome
* ITIL Foundation and intermediate level is recommended
* Good presentation skills

Why Cisco
We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren't afraid to change the way the world works, lives, plays and learns. 

We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers. 

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