High Touch Operations Manager
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Key skills for this role
About the Role
Cisco is hiring a High Touch Operations Manager to deliver incident management services for major strategic accounts. You will coordinate with customers and internal teams to resolve critical issues, lead root cause analysis, and improve support processes.
Key Skills for This Role
Responsibilities
- Deliver incident management services to major strategic accounts, ensuring critical problems are addressed and resolved efficiently.
- Coordinate and communicate with both customers and internal teams to drive issue resolution and maintain strong relationships throughout the support lifecycle.
- Lead root cause analysis efforts when requested by customers to provide actionable insights and continuous improvement.
- Monitor and manage service alerts, cases, and status updates to ensure timely closure and exceptional customer satisfaction.
- Support improvements in processes and workflows to enhance the overall customer experience and contribute to team efficiency.
Requirements
- Bachelor’s degree with 8+ years of relevant experience in technical support, networking, or related fields
- Cisco CCNA certification
- Demonstrated experience with Cisco architecture, networking technologies, and enterprise environments
- Proven ability to manage customer engagement and coordinate cross functional teams in a support or technical services environment
- Solid understanding of support processes, business requirements, and case management procedures
- Advanced knowledge of customer support processes, with familiarity in ITILv4 frameworks
- Bilingual fluency in Canadian French and English is highly desirable
Full Job Posting
Meet the Team
- Join Cisco's Customer Experience (CX) team and play a key role in transforming how we engage with our customers.
- Our team delivers personalized, proactive, and predictive interactions that help customers maximize the value of their Cisco technology investments.
- With a focus on simplicity and customer centricity, we collaborate across multi functional teams to ensure a seamless and data driven customer experience.
- The team is high energy, diverse, and committed to innovation, empowerment, and professional growth.
Your Impact
- Deliver incident management services to major strategic accounts, ensuring critical problems are addressed and resolved efficiently.
- Coordinate and communicate with both customers and internal teams to drive issue resolution and maintain strong relationships throughout the support lifecycle.
- Lead root cause analysis efforts when requested by customers to provide actionable insights and continuous improvement.
- Monitor and manage service alerts, cases, and status updates to ensure timely closure and exceptional customer satisfaction.
- Support improvements in processes and workflows to enhance the overall customer experience and contribute to team efficiency.
Minimum Qualifications
- Bachelor’s degree with 8+ years of relevant experience, in technical support, networking, or related fields.
- Cisco CCNA.
- Demonstrated experience with Cisco architecture, networking technologies, and enterprise environments.
- Proven ability to manage customer engagement and coordinate cross functional teams in a support or technical services environment.
- Solid understanding of support processes, business requirements, and case management procedures.
- Advanced knowledge of customer support processes, with familiarity in ITILv4 frameworks (Direct Plan Improve desirable, Drive Stakeholder Value desirable).
Preferred Qualifications
- Leadership experience with the ability to navigate teams, take initiative, and drive outcomes.
- Experience collaborating with engineers to identify, track, and resolve product or software defects.
- Strong understanding of technical support functions and customer lifecycle management.
- Intermediate ITIL knowledge with practical application in a customer support environment.
- Bilingual fluency in Canadian French and English is highly desirable.
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