Posted:19 hours ago|
Platform:
On-site
Full Time
Meet the Team The Global CXC Expert Care Team is a vital part of the Customer Experience (CX) organization, committed to delivering exceptional operational excellence and customer satisfaction. By joining the Expert Care team, you’ll become part of a high-impact, collaborative group that sets the standard for excellence in the IT services industry. You will be part of a team that puts customers first, dedicated to delivering exceptional customer experiences, working together in a collaborative and supportive environment. Your Impact As a High-Touch Operations Manager (HTOM), you will be a trusted advisor and key point of contact for Cisco’s top-tier customers. This role demands a passion for customer success and a commitment to providing exceptional service. Additionally, understanding the customer’s unique environment—economic, political, and cultural—will be vital in building and sustaining strong relationships. This is a highly visible role that offers exposure to customer networks and provides opportunities to enhance their operational efficiency and maximise services availability. Act as the primary point of contact for both customers and internal teams on operational issues, ensuring timely and effective issue resolution. Build and maintain strong relationship with key customer stakeholders and executive decision-makers as well as internal Cisco teams. Possess detailed knowledge of customer’s infrastructure, critical sites, operating procedures as agreed upon with customer. Lead and drive cross functions, internal and external on critical outages and complex issues at the network level, turning around critical issues and customer sentiments. Lead Root Cause Analysis (RCA) on escalated or recurring issues (problems) and driving discussions with the customer in RCA and PIR (Post Incident Review) readout sessions. Strong presentation skills and experience with data analytics and reporting. Minimum Qualifications: Bachelor's + 5 years of relevant experience or Masters + 3 years of related experience. Hands on experience working with Microsoft PowerPoint and Microsoft Excel Excellent communication skills demonstrating understanding of customers’ expectations. Management best practices. Preferred Qualifications ITIL® 4 Foundation, CCNA, PMP or Prince2 is a Plus. Understanding of Cisco Products and Technologies. Ability to work in a fast-paced, high-pressured, cross functional, cross country, territory environment. Strong critical thinking, decision-making, and problem-solving skills. Strong presentations skills and be hands-on with various styles of data analytics. #WeAreCisco #WeAreCisco where every individual brings their unique skills and perspectives together to pursue our purpose of powering an inclusive future for all. Our passion is connection—we celebrate our employees’ diverse set of backgrounds and focus on unlocking potential. Cisconians often experience one company, many careers where learning and development are encouraged and supported at every stage. Our technology, tools, and culture pioneered hybrid work trends, allowing all to not only give their best, but be their best. We understand our outstanding opportunity to bring communities together and at the heart of that is our people. One-third of Cisconians collaborate in our 30 employee resource organizations, called Inclusive Communities, to connect, foster belonging, learn to be informed allies, and make a difference. Dedicated paid time off to volunteer—80 hours each year—allows us to give back to causes we are passionate about, and nearly 86% do! Our purpose, driven by our people, is what makes us the worldwide leader in technology that powers the internet. Helping our customers reimagine their applications, secure their enterprise, transform their infrastructure, and meet their sustainability goals is what we do best. We ensure that every step we take is a step towards a more inclusive future for all. Take your next step and be you, with us!
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