High Touch Operations Manager

4 weeks ago

mumbai, India Cisco Full time

Job Overview:

We are seeking an experienced and dynamic High Touch Operations Manager to lead our customer-focused operations team at Cisco. The High Touch Operations Manager will be responsible for overseeing and optimizing high-touch service delivery, ensuring customer satisfaction, and driving operational excellence. The ideal candidate should have a good background in networking technologies, a proven track record in customer relationship management, and expertise in managing high-touch support services.

Location:

This position is based onsite in Navi Mumbai, India, and will be focused on supporting one or more of the largest BFSI (Banking, Financial Services, and Insurance) customers for Cisco. The successful candidate will have the opportunity to work closely with key team members in a dynamic and critical business environment.

Job Type: Full-Time

Work Schedule:

The role requires flexibility in working hours to accommodate the needs of our customer base.

Will be expected to work in rotating shifts, covering US, India, and EMEA time zones as necessary to ensure 24/7 support coverage.

Role is 100% onsite

Travel:

Approximately 10% Domestic per annum

Key Responsibilities:

Service Delivery Management:

Lead and manage the high-touch service delivery operations, ensuring timely and effective support to customers. Collaborate with multi-functional teams to enhance service quality and responsiveness. Define and implement service level agreements (SLAs) and key performance indicators (KPIs) to measure and improve service delivery.

Customer Relationship Management:

Build and maintain strong relationships with key customers, understanding their business needs and providing strategic guidance. Act as the main point of contact for high-profile customers, addressing their concerns, and ensuring their satisfaction with Cisco's products and services.

Team Leadership:

Lead, mentor, and empower a team of high-touch support professionals. Provide guidance on technical and customer-related matters, fostering a collaborative and customer-centric team culture. Conduct regular performance reviews and implement professional development plans for team members.

Operational Excellence:

Drive operational efficiency by implementing standard methodologies, optimizing processes, and demonstrating automation where applicable. Monitor and analyze operational performance metrics, identifying areas for improvement and implementing corrective actions.

Escalation Management:

Manage and resolve increased customer issues, working closely with technical support teams to ensure timely resolution. Communicate effectively with customers during critical situations, providing updates and managing expectations.

Collaboration with Sales and Engineering:

Collaborate with the sales team to find opportunities for upselling and ensuring customer retention. Work closely with engineering teams to escalate and resolve technical issues and provide feedback for product improvements.

Reporting and Analysis:

Generate regular reports on operational performance, customer satisfaction, and key performance indicators. Drive Root Cause Analysis for service delivery issues and implement preventive measures.

Communication Responsibilities:

Prepare and deliver periodic communications, including weekly, monthly, quarterly, and annual updates on operational performance and customer satisfaction. Craft and disseminate Executive Communications to convey key strategic information to company leadership. Manage and implement Periodic and Final Communications for critical customer concerns, ensuring collaborators are informed of the status, resolution steps, and preventive measures. Facilitate regular meetings and communications to ensure all team members are aligned with strategic goals and operational priorities.

Documentation Excellence:

Drive Documentation Excellence by ensuring the development, archiving, maintenance, and regular updates of documents related to Standard Operating Procedures (SoPs), Methods of Procedures (MoP), Designs, Root Causes, Configuration Best Practices, Cisco Reports, Bug Scrub reports, Hardware and Software Life Cycle, Ticketing Data, and Root Cause Analyses (RCA). Ensure compliance with client's Infosec/Data Security policies and tools, as well as Cisco's documentation standards. Collaborate with relevant teams to gather, organize, and maintain accurate and up-to-date documentation across the entire contract duration.

Qualifications:

Education:

Bachelor’s degree in computer science, Information Technology, or a related field.

Experience:

5+ Years of experience in a customer-facing, high-touch support role.

5+ Years of experience in team leadership or management.

Technical Skills:

Solid understanding of networking technologies, Cisco products, and services.

Familiarity with ITIL standard methodologies and service management frameworks.

Soft Skills:

Ability to work and lead teams across Cisco, Partner, and Customer in a High-Pressure Environment

Fun loving, Excellent great teammate and motivator

Superb communication and interpersonal skills.

Strong leadership and team-building capabilities.

Ability to thrive in a fast-paced and dynamic environment.

Certifications (Optional):

ITIL Certification

PMP Certification

Technical Certifications - Cisco Certified Network Professional (CCNP) or equivalent certifications.

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