High Touch Operations Manager

  • Location:
    Mumbai, Maharashtra, India
  • Area of Interest
    Professional Services
  • Job Type
    Professional
  • Technology Interest
    Internet of Everything
  • Job Id
    1019106

What You'll Do

 

The function of a High Touch Operations Manager (HTOM) helps customers maximize network availability and functionality to achieve their business goals. In this role, you will be "Cisco's face to the customer," working in a fast-paced, high-impact environment as a visible contributor delivering on our commitments.

 

This is an opportunity for someone who possesses patience, empathy for customers, and the wish to hone skills whilst providing customer value.

 

 

  • Designated to customer's network to provide a point of contact for operations and process issues
  • Understand customer's business goals and how the network operations support the business goals
  • Prioritization and support customer to open TAC Service Requests (SR)
  • Sev1 & Sev2 incident management - Provide case request and escalation management support for Severity 1 and Severity 2 cases during business and non-business hours
  • Conduct trend analysis on customer's issues (e.g. by product type, case priority, IOS and RMA.)
  • Identify and analyze operational area of improvements.
  • Manage the effective communications within different levels of customer's organization and Cisco
  • Understand current customer operations processes, and partner with related parties (customer/partner/Cisco team) to streamline customer/vendor operation support processes in order to make more effective issue resolution.
  • Keep track of customer's network activities, and proactively arrange TAC standby as required.
  • Leverage different resources in Cisco to prioritize resolving customer's issues, proactive escalate if required.
  • Manage customer's contract, and proactively monitor depot sparing status
  • Share operational best practices with customer
  • Provide training to customer's on TAC processes, as well as share cisco.com knowledge base and other Cisco troubleshooting tools
  • Focal point for all customer escalations on operational issues
  • Promote Cisco services value, partner with related teams to position the right support model to the engaged account.

Deliverables:

 

  • Produce a regular report of the customer Service Requests (SR). The report should contain (but not limited to) the following:
  • Current status of the issue - business impact
  • Progress of the defined action plan
  • Issues should be prioritized
  • Any correlation amongst the different customer SRs identified
  • Manage weekly SR review meetings - focus on resolution by ensuring:
  • Right resources from Cisco and customer are engaged and are fully aware of the action plan.
  • Business impacts are clearly understood and taken into account
  • Build and effectively execute the communication plan with all levels of customer's organization are in place for critical issues
  • Quarterly review and report of customer's network activities and operations; case trends analysis by product type, case priority, IOS and RMA. The report should include key analysis, executive summary and recommendations on training and operational processes.
  • Provide recommendations on the operational abnormalities and gaps identified.
  • Proactively manage TAC/FTS resources standby for major customer events
  • Provide training to customer's on TAC processes, as well as share cisco.com knowledge base and other Cisco troubleshooting tools

 

Who You'll Work With

 

As part of the Cisco GSP FTS organization, you will be part of a dynamic, fast paced and supportive team that will build you up as you manage the technical support for some of Cisco's biggest customers. You will be given the opportunity to work alongside many of Cisco's Technical and Advanced Services organizations and will receive unique insight into the IT services industry all the way from pre-sales to day 2 support as an engineer focused on some of Cisco's key customers

 

Who You Are

 

  • Typically require BS/CS/Business or equivalent plus 10+ years' experience in a network or telecommunications support environment.
  • Experienced in manage customer, especially in network operation environment.
  • Strong account management skills.
  • Strong communication skill.
  • Able to collaborate with cross functional team and work under pressure
  • ITIL certification is a plus.
  • Fluency in English.

 

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.

 

We Are Cisco.

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