High Touch Operations Manager

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  • Location:
    Bangalore, India
  • Alternate Location
    Pune, India
  • Area of Interest
    Customer Experience
  • Job Type
    Professional
  • Technology Interest
    Networking
  • Job Id
    1442747

Meet the Team

The Global CXC Expert Care Team is a vital part of the Customer Experience (CX) organization, committed to delivering exceptional operational excellence and customer satisfaction. By joining the Expert Care team, you’ll become part of a high-impact, collaborative group that sets the standard for excellence in the IT services industry. You will be part of a team that puts customers first, dedicated to delivering exceptional customer experiences, working together in a collaborative and supportive environment.

Your Impact

As a High-Touch Operations Manager (HTOM), you will be a trusted advisor and key point of contact for Cisco’s top-tier customers. This role demands a passion for customer success and a commitment to providing exceptional service. Additionally, understanding the customer’s unique environment—economic, political, and cultural—will be vital in building and sustaining strong relationships. This is a highly visible role that offers exposure to customer networks and provides opportunities to enhance their operational efficiency and maximise services availability.

  • Act as the primary point of contact for both customers and internal teams on operational issues, ensuring timely and effective issue resolution.
  • Build and maintain strong relationship with key customer stakeholders and executive decision-makers as well as internal Cisco teams.
  • Possess detailed knowledge of customer’s infrastructure, critical sites, operating procedures as agreed upon with customer.
  • Lead and drive cross functions, internal and external on critical outages and complex issues at the network level, turning around critical issues and customer sentiments.
  • 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.
  • Strong presentation skills and experience with data analytics and reporting.

Minimum Qualifications:

Bachelor's + 5 years of relevant experience or Masters + 3 years of related experience.

  • Hands on experience working with Microsoft PowerPoint and Microsoft Excel
  • Excellent communication skills demonstrating understanding of customers’ expectations.
  • Management best practices.

Preferred Qualifications

  • ITIL® 4 Foundation, CCNA, PMP or Prince2 is a Plus.
  • Understanding of Cisco Products and Technologies.
  • Ability to work in a fast-paced, high-pressured, cross functional, cross country, territory environment.
  • Strong critical thinking, decision-making, and problem-solving skills.
  • Strong presentations skills and be hands-on with various styles of data analytics.

#WeAreCisco

#WeAreCisco where every individual brings their unique skills and perspectives together to pursue our purpose of powering an inclusive future for all.

Our passion is connection—we celebrate our employees’ diverse set of backgrounds and focus on unlocking potential. Cisconians often experience one company, many careers where learning and development are encouraged and supported at every stage. Our technology, tools, and culture pioneered hybrid work trends, allowing all to not only give their best, but be their best.

We understand our outstanding opportunity to bring communities together and at the heart of that is our people. One-third of Cisconians collaborate in our 30 employee resource organizations, called Inclusive Communities, to connect, foster belonging, learn to be informed allies, and make a difference. Dedicated paid time off to volunteer—80 hours each year—allows us to give back to causes we are passionate about, and nearly 86% do!

Our purpose, driven by our people, is what makes us the worldwide leader in technology that powers the internet. Helping our customers reimagine their applications, secure their enterprise, transform their infrastructure, and meet their sustainability goals is what we do best. We ensure that every step we take is a step towards a more inclusive future for all. Take your next step and be you, with us! 

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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