Operations Manager

  • Location:
    New Delhi, Delhi, India
  • Additional Location(s)
  • Area of Interest
    Professional Services
  • Job Type
  • Technology Interest
  • Job Id

What You'll Do

Cisco Managed Services seeks a Manager of Technical Support to lead teams of customer support engineers who deliver Remote Management Services. The manager handles escalations and assumes ownership for the end-to-end customer experience. Serving in a liaison role, the manager creates a bridge that connects the technical and business perspectives of customer engagements.

Who You'll Work With

Become part of Cisco  Managed Services (CMS) Team. CMS simplifies the ongoing management of Cisco Advanced Technologies, enhances the business benefits, and significantly reduces Total Cost of Ownership (TCO) for our customers. We are a dedicated team that works together to anticipate, identify, and resolve issues faster, more accurately, less expensive, and with more visibility than customers can on their own.

Who You Are

Role & Responsibilities
In this highly visible role as a Manager of Technical Support, you will:
● Supervises the activities of a CSE team with responsibility for results in terms of customer service satisfaction
● Workload management among team members, including implementation of innovative ticket/case management techniques
● Assumes leadership role in Cisco Services or cross-functional teams to drive service delivery and/or product improvements
● Participates in major cross-functional projects affecting Cisco business, product, or service leadership
● Identifies and works on issues that affect worldwide TAC & CMS teams

Minimum Qualifications
● Typically requires BE or B.Tech or equivalent plus 10+ years-related experience
● Experience in customer support, knowledge of Cisco Unified Communications and other industry Collaboration technologies
● Possess 2 to 4 years-prior management experience (desirable)
● Possess 1 to 2 years’ experience of managing a Network Operations Center (NOC)
● Complete understanding of and experience in leading a team in applying all elements of Technical Support
● Proven business and technical expertise and extensive customer service engineering experience

Desired Skills
● Demonstrates strategic skills
● Demonstrated industry awareness
● Operational mind-set and disposition
● Comfortable working in a dynamic and evolving organization and service
● Ability to formulate and deliver complex presentations throughout Cisco and to customer technical departments

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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