High Touch Operation Manager

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  • Location:
    Minato, Japan
  • Area of Interest
    Customer Experience
  • Job Type
    Professional
  • Technology Interest
    Networking
  • Job Id
    1428079

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 customer
  • Work 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 sentiment
  • 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.
  • 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 lead
  • A 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 Switching
  • Ability 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 skills
  • Possess 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


Message to applicants applying to work in the U.S. and/or Canada:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings.

Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday (for non-exempt employees), plus a day off for their birthday. Non-Exempt new hires accrue up to 16 days of vacation time off each year, at a rate of 4.92 hours per pay period. Exempt new hires participate in Cisco’s flexible Vacation Time Off policy, which does not place a defined limit on how much vacation time eligible employees may use, but is subject to availability and some business limitations. All new hires are eligible for Sick Time Off subject to Cisco’s Sick Time Off Policy and will have eighty (80) hours of sick time off provided on their hire date and on January 1st of each year thereafter.  Up to 80 hours of unused sick time will be carried forward from one calendar year to the next such that the maximum number of sick time hours an employee may have available is 160 hours. Employees in Illinois have a unique time off program designed specifically with local requirements in mind. All employees also have access to paid time away to deal with critical or emergency issues. We offer additional paid time to volunteer and give back to the community.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:

.75% of incentive target for each 1% of revenue attainment up to 50% of quota;

1.5% of incentive target for each 1% of attainment between 50% and 75%;

1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

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