As part of the Cisco HTEC(High Touch Expert Care) organisation, you will be part of a dynamic, fast paced and supportive team that will build you up as you manage the technical support for some of Cisco's biggest customers. You will be given the opportunity to work alongside many of Cisco's Technical Service organisations and will receive unique insight into the IT services industry all the way from pre-sales to day 2 support as an engineer focused on some of Cisco's key customers.

The function of a High Touch Operations Manager ( HTOM) helps customers maximise network availability and functionality to achieve their business goals. The HTOM delivers the services to customers in need to expertly manage their networks. In this role, you will be "Cisco's face to the customer," working in a fast-paced, high-impact environment as a visible contributor delivering on our commitments and be seen as a Operations Leader by both the customer and the team of Cisco High Touch Engineers.  

We are looking to recruit a candidate keen to further develop their career, who are not afraid of change,  eager to grasp complex challenges, working side by side with seasoned engineers across multiple disciplines, and provide leadership to a team of High Touch Expert Care resources.

This is an opportunity for someone who possesses patience, empathy for customers, and the wish to hone own skills whilst providing customer value.

Key Objectives of the Role

Develop and maintain strong relationship with customer and other Cisco teams.Possess detailed knowledge of customer’s infrastructure, critical sites, operating procedures as agreed upon with customerWork closely with Day 1 Project engineering, BCS engineering, and System Engineering teams to provide input and guidance on technical operational issues and stay across all running and upcoming projects.Lead and drive cross functions, internal and external on critical outages and complex issues at the network level not just device level, turning around critical issues and customer sentimentLead 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.Attend weekly/bi-weekly case review calls to drive resolution on reactive break/fix issues.

 

Attributes of a Successful Candidate

We are looking for the talent with the following qualities and skills:

Have strong desire to leadA creative, positive and proactive can-do attitude and a willingness to learn new technologies, processes and procedures.No personal technology religion but ability navigate customer technologies in Core Mobility, ACI fabric, Virtualisation, Orchestration, SRv6, and DC SwitchingAbility to work in a fast-paced, high-pressured, cross functional, cross country, territory and theatre environment.Ability to work as a team player and to work with minimal supervision.Demonstrate high-level of maturity and confidentiality.Attention to detail and stellar interpersonal skillsPossess strong presentation and communications skills to articulate and handle difficult conversations at all levels from engineering to Senior Leadership Team internal and external. 

Skills & Requirements

•        Requires a general understanding of the processes, procedures and systems used to accomplish the work and familiarity with the broader underlying concepts in own job family/job discipline.  

•        Applies knowledge of how the team relates to other closely related areas to improve the efficiency of their work.

•        Bachelors + 5 years of relevant experience, or

•        Masters + 3 years of relevant experience

•        Strong customer support process skills

•        ITILv4 Foundation

•        ITIL v4 Create Deliver Support desirable

•        CCNA Optional