High Touch Operations Manager-Incident
1 month ago
High Touch Operations Manager
Who You will Work With
Global CXC Expert care Teams are priority expert advisors to expedite issue resolution and enhance operational efficiency. Focusing on strategic accounts and enterprise businesses with mission-critical network operations, Expert Care Services deliver the premium operational and technical expertise to improve network availability and meet changing business demands.
What You will Do
Act as customer's strategic support consultant. Kickstarting services, onboarding and guiding personnel and setting up right expectations.
Establish deep customer relationships, collaborating with and influencing senior level operations executives on High Value accounts.
Proactively addresses business or operational constraints, identify and fix knowledge gaps to ensure customer success.
Collaborate and Lead cross-functional teams in solving diverse incident issues or driving operational efficiency.
Apply understanding of Cisco's offer portfolio in effectively addressing current and future customer operational and business challenges.
Leverage industry standard methodologies and detailed understanding of the customer's operational model.
Presenting Monthly and Quarterly reviews for internal and external stakeholders.
Setting up weekly cadences to review transactional issues.
Review historic customer data to identify trends and enable problem management.
Providing periodic and ad hoc report analytics based on customer request.
Balance multiple customers for aforementioned needs remotely or onsite.
Who You Are
ITILV3 SO, ITIL 4 Foundation desirable.
Evaluate critical situations and drive appropriate resources and behaviours to resolve incidents.
Ability to perform situational risk assessment and mitigation.
Superb communication skills demonstrating understanding of customers' expectations.
Ability to consolidate data from various sources and develop coherent executive messaging.
Must demonstrate a solid sense of ownership, impartiality, and integrity..
Excellent time management and work prioritization skills.
Strong influencing and negotiation skills.
Experience with or be able to quickly learn Cisco escalation processes.
Experience with various Cisco business units and roles which typically get along with and support customers.
A proven authority in customer experience management.
Why Cisco
#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.
We embrace digital, and help our customers implement change in their digital businesses. Some may think we're "old" (36 years strong) and only about hardware, but we're also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do - you can't put us in a box
But "Digital Transformation" is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)
Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.
So, you have colorful hair? Don't care. Tattoos? Show off your ink. Like polka dots? That's cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us
Message to applicants applying to work in the U.S. and/or Canada:
When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.
U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.
Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:
.75% of incentive target for each 1% of revenue attainment up to 50% of quota;
1.5% of incentive target for each 1% of attainment between 50% and 75%;
1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.
For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.
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