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High Touch Operations Manager-Incident

1 month ago

Pune, India Cisco Full time

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.

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