High Touch Operation Manager

  • Location:
    Krakow, Poland
  • Area of Interest
    Customer Experience
  • Job Type
  • Technology Interest
    Cloud and Data Center, Networking, Security
  • Job Id

While reading our job description, please remember - we understand from experience that not ticking every box on the skills sections stops many from applying. You should apply if you feel you are the right person for the job and have the aptitude to learn and deliver results

The Business Entity

The Technical Services is a team of elite technical guides whose main focus is to help customers deploy and operate their networks optimally while delivering the best possible customer experience. Our success is validated through outstanding financial results, increasing customer satisfaction metrics, and industry recognition and employee satisfaction scores.

Team Description

High-Touch Team is a premium service for Cisco's strategic customers. Team supports incident, problem and organisational change and act as a Technical Leader being on top of other Cisco's resolving teams.

Job Description

- Supports delivery of High Touch Expert Care program to Enterprise and Public Sector Accounts. Particularly as a single point of contact for critical issues and operational concerns for assigned customers and ensures follow-up and closure of critical problems

- Identifies and works proactively on issues to improve customer satisfaction.

- Regularly interacts with Cisco's customer and internal teams in a coordinated fashion to ensure problem resolution

- Takes part in Quarterly Business Review meetings and provides trending and gap analysis

- 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 methods.

- Co-ordinates root cause analysis upon customers request

Skills Required

Candidate must be a self motivated individual that is dedicated to exceeding client expectations, be willing to contribute to team efforts, and must possess good communication and interpersonal skills:

- Excellent command on the English and German languages.

- Proven leadership skills, initiative taker who can work outside of process. Also experience in a support environment is a plus.

- Work with HTTS, Duty Managers and BU Development Engineers to review potential product or software defects and acquire fixes

- Has a technical and networking understanding, but primarily has the ability to draw upon the technical expertise of others. 

- Perform well under pressure and in innovative environments where priorities can change quickly in response to customer demand 

- Leverages and contributes to Virtual Teams.

- Questions ways of working and suggests improvements.

- Independently coordinates and completes tasks.

- Solid grasp of business process and requirements in a support environment

- Excellent written and verbal communication skills, across culture. Ability to work optimally as a team member in a multi-functional matrix environment

- Results driven and focussed on the customer

- Commercial and contractual understanding

CISCO Arrchitecture & Technology Knowledge:

Understanding of networking technology, the Enterprise and/or Public Sector environment

Candidate must be a self motivated individual that is dedicated to exceeding client expectations, be willing to contribute to team efforts, and must possess good interpersonal skills.

Educational Background Recommended

Typically requires BS, CS, or University degree equivalent plus demonstrated ability in network engineering or telecommunications support environment. Advanced degree strongly preferred.

Additional Information

ITIL v3/v4 Foundation certification is required, ITIL Service Operation is a plus.

About Cisco

The Internet of Everything is a phenomenon driving new opportunities for Cisco and it's transforming our customers' businesses worldwide. We are trailblazers and have been since the early days of connectivity.

Today, we are building teams that are expanding our technology solutions in the mobile, cloud, security, IT, and big data spaces, including software and consulting services.

As Cisco delivers the network that powers the Internet, we are connecting the unconnected. Imagine creating unprecedented disruption. Your revolutionary ideas will impact everything from retail, healthcare, and entertainment, to public and private sectors, and far beyond. Collaborate with like-minded innovators in a lively and flexible culture that has earned Cisco global recognition as a phenomenal Place To Work. With roughly 10 billion connected things in the world now and over 50 billion estimated in the future, your career has exponential possibilities at Cisco.

Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves, because giving back is built into our DNA. We take accountability, make bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.

So, you have colorful hair? Don't care. Tattoos? Show off your ink. Like polka dots? That's cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us!


Cisco Covid-19 Vaccination Requirements
The health and safety of Cisco's employees, customers, and partners is a top priority. Our goal is to protect and mitigate the spread of COVID-19 infection for strong business resiliency during the pandemic. Therefore, Cisco may require new hires to be fully vaccinated against COVID-19 if the role requires business-related travel, meeting with customers/partners (including visiting third-party sites on behalf of Cisco), attending trade events, and Cisco office entry, unless otherwise prohibited by applicable law, and in countries where COVID-19 vaccination is legally required. The company will consider legally required accommodations/exceptions for medical, religious, and other reasons as per the requirements of the role and in accordance with applicable law. Additional information will be provided to candidates about the requirements and accommodation process at the offer time based on region.