Cisco seeks a High Touch Operations Manager to work with designated mission-critical customers in Africa, such as Large Enterprise Companies, ensuring they receive premium-
level service. As the liaison between the customer and Cisco Support Services, you will track everyone and everything that touches the service process, driving improvements and ensuring excellence at every phase.
With significant exposure both internally and externally, you will have the opportunity to make a difference in this stimulating role.
What You’ll Do
Support delivery of High Touch Technical Care program to major accounts
Ensure follow-up and closure of critical problems with large strategic customers
Regularly interact with Cisco's customer and internal teams in a coordinated fashion to ensure problem resolution
Maintain a good relationship with the customer during the course of the problem resolution process through the effective use of email, telephone, Webex, video conferencing and other collaboration
Co-ordinate root cause analysis upon customers request
Write and / or enforce processes and procedures for customized support services.
Act as "business driver" to improve the customer's and Cisco's internal operations.
Identify, build and maintain relationships with customer's operational teams, and their management.
Act as single point of contact for operational issues.
Co-ordinate technical support to properly manage operational issues and customer needs, and ensure service delivery meets customer expectations.
Represent the customer needs to Cisco post-sales support teams and applicable organizations.
Provide customers with updates on "hot" or escalated issues, working with relevant team to ensure root cause analysis is generated for all service / business impacting operational incidents.
Coordinate and conduct weekly conference calls to provide status reports to customer.
Create and present quarterly business review reports to customers with analysis of customer’s operational incidents and support needs.
Who You’ll Work With
Our best-in-class Customer Experience team combines knowledge of customer's network and processes with deep subject matter expertise and tenured experience to deliver unparalleled network support services.
Here, you’ll be maintaining a good relationship with the customer during the course of the problem resolution process
Who You Are
Very strong communication, interpersonal and Problem-Solving skills
Understanding of networking technology.
Solid understanding of business process and requirements in a support environment
Proven crisis management skills, and the ability to excel under pressure with the ability to drive recreates remotely
BS, CS, or University degree equivalent plus 5+ years’ experience in network engineering or telecommunications support environment
ITIL certified (minimum Foundations V3)
Enterprise Network Industry and / or related experience
Desired Skills :
Ability to work as a team member in a cross-functional matrix environment.
Excellent presentation and communication skills (verbal & written )
Strong report writing skills
Strong influencing and negotiation skills.
Strong critical thinking and decision-making skills
Ability to apply knowledge and formulate customer recommendations.
Understanding of Cisco product and solutions.
Ability and propensity to regularly learn and apply new skills
CCNA, and / or CCNP
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