High Touch Operations Manager

2 weeks ago

Navi Mumbai Mumbai India Teknowiz Full time

Job Description

Job Title - High Touch Operations Manager

Location- Navi Mumbai

Job Type - (Ongoing Contract/ Fixed Term Contract)

Job Description

Required Who You Are

- Manage high profile critical technical and political issues within customer organization and

throughout Cisco's escalation chain.

- Understand customer operations processes, and partner with related parties

(customer/partner/Cisco team) to streamline customer/vendor operation support processes to

make more effective issue resolution.

- Write processes and procedures for customized support services.
- Identify and analyze operational area of improvements.
- Identify need for and assist/perform the creation of customer training. Formulate continual

improvement strategies to optimize customers perceptions around service and support.

- Be the go-to person and main point of contact for customer and internal teams. Acting as single

contact point for operational issues, you will interact with the customer frequently coordinating

technical issues and customer needs.

- You will present customer needs to Cisco post-sales support teams and applicable organizations.
- Strong presentations skills and be hands on with various styles of data analytics. Build consistent

relationships with key customer stakeholders. Support decision makers within customer execs and

provide guidance. Act as a customer strategic support consultant.

- CCNP Certification with Networking basic Technologies: EIGRP, BGP, ISIS and OSPF and Switching

basic.

- CCNA, PMP or Prince2 practitioner is a plus
- ITIL V4 Foundation Kindly make sure the candidates have the following experience and knowledge:
- Most candidates doesn't articulate the interesting stories/ incident/ problem they managed and

what they achieved and why they are interesting to share.

- We are hiring a team, we need individual who has done something good in their current role and

eligible to be hired in Cisco.

- How HTOM can conduct, Trend analysis, Weekly review, Monthly Review and Quarterly Review.
- It's not an incident manager profile, it's an High Touch Operation Manager Where the manger

owns the resolution end to end and ownership.

- CCNP Certification with Networking basic Technologies: EIGRP, BGP, ISIS and OSPF and Switching

basic.

- Candidate to be prepared with the MBR and QBR deck with great examples of his experience.

Leadership would like to know what was his /her recent reporting and dashboard he/she presented

to CXOs. Cisco Confidential

- Candidate to explain Cisco's STAR methodology (Situation, Task, Action, and Result) interview

questions and need a real time interesting experience with results / outcome achieved from the

candidate during the interview.

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