High Touch Operations Manager

  • Location:
    Krakow, Poland
  • Area of Interest
    Customer Experience
  • Job Type
  • Technology Interest
  • Job Id

What you will do

  • Supports delivery of High Touch Technical Support (HTTS) program to major accounts, or Global Technical Centre (TAC) where applicable
  • Ensures follow-up and closure of critical problems with large strategic customers
  • Uses standard tool to receive alerts and supervise the status of new customer service requests (cases) pushing through to resolution
  • Regularly interacts with Cisco's customer and internal teams in a coordinated fashion to ensure problem resolution
  • Maintains a good relationship with the customer during the course of the problem resolution process through the effective use of email, telephone, NetMeeting, video conferencing and other collaboration methods
  • Co-ordinates root cause/operational analysis in conjunction with the High Touch Engineer (HTE)
  • Carries out reporting, SLA calculations and trending analysis
  • Holds or supplies to Service Reviews with the client

Required Background

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

  • Initiative taker and has the ability to work outside of the process
  • Experience in a support environment
  • Work with HTTS/TAC, Duty Managers, and BU (Business Unit) Development Engineers (DEs) to review potential product or software defects and acquire fixes
  • Has a technical and networking understanding, but primarily has the ability to demonstrate the technical expertise of others
  • Demonstrates and contributes to Virtual Teams
  • Questions ways of working and suggests improvements
  • Independently coordinates and completes tasks
  • Uses technical understanding to work with HTTS/TAC and BU DE to build a recommended solution, and to understand the business impact to the Customer
  • Proven understanding of business processes and requirements in a supportive environment and in the customer’s organization
  • Excellent written and verbal communication skills, across culture
  • Ability to work successfully as a team member in a cross-functional matrix environment
  • Commercial and contractual understanding is desirable, but not essential

Cisco Architecture & Technology Knowledge

  • General understanding of networking technologies and services
  • Typically requires a university degree or equivalent experience in a similar role
  • 3+ years experience in a network engineering, customer service delivery or telecommunications support environment
  • ITIL v3 Foundation crucial, ITIL Service Operations highly desirable
  • CCNA/CCENT is highly desired, but not essential
  • Proficient in English with strong written and verbal communication skills at senior levels. 
  • Enterprise experience is highly desirable

Why Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.

We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (36 years strong) and only about hardware, but we’re also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do – you can’t put us in a box!

But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

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, 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.