Business Ops Manager

3 weeks ago


Pune, India ScaleneWorks Full time

Shift timing: The candidate will be working in India timings, but he should be able to accommodate to 24/7 work culture. Must have:

1. At least 10 + years of solid experience in managing 24*7 business operations at Cisco
2. Past experience of Cisco Service logistics or Cisco Commerce is a MUST
3. Proficient in managing aggressive customer who escalates almost every incident
4. Proficient in following process and protocols as per defined SOPs
5. Proficient in managing a team of ~20 resources working 24*7 in shifts starting at 5 AM IST, 2 PM IST and 10 PM IST
6. One or more skills out of (Pega, Salesforce, B2B, Reverse logistics, Oracle inventory)

Very important: This person will lead and manage a team which executes the following:

High-Level Requirements (Pega & Salesforce)

• Provide business application support for Services & Logistics Pega and Salesforce applications.
• Possess cross-functional knowledge in the Oracle Order Management module.
• Manage services to ensure 24/7 support, 365 days a year.
o Maintain a full workforce on weekdays and a minimal workforce on weekends for handling escalations, monitoring incidents, and alerts.
• Ensure the creation and maintenance of appropriate technical and business knowledge base documents.
• Participate in User Acceptance Testing (UAT).
• Adhere to the System Operations metrics defined in the Statement of Work (SOW).
• Create and execute a continuous enhancement strategy, integrating suggestions provided by Cisco.
• Highly preferred Cisco S&L application and business operations experience

High-Level Requirements (B2B, Reverse Logistics, Oracle)

• Provide business application support for Services & Logistics B2B, Oracle, RL applications.
• Manage services to ensure 24/7 support, 365 days a year.
o Maintain a full workforce on weekdays and a minimal workforce on weekends for handling escalations, monitoring incidents, and alerts.
• Ensure the creation and maintenance of appropriate technical and business knowledge base documents.
• Stay vigilant for alerts and execute the required actions accordingly.
• Participate in User Acceptance Testing (UAT).
• Adhere to the System Operations metrics defined in the Statement of Work (SOW).
• Create and execute a continuous enhancement strategy, integrating suggestions provided by Cisco.
• Highly preferred Cisco S&L application and business operations experience
+J99



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