High Touch Operations Manager

• Cisco HTEC High Touch Expert Care Cisco Cisco Cisco DAY2 IT
  
• HTOM HTOM Cisco Cisco
  
• 
  
• As part of the Cisco High Touch Expert Care (HTEC) organization you will be part of a dynamic fastpaced support team managing technical support for Ciscos largest customers. You will have the opportunity to work with many of Ciscos technical services organizations and gain unique insight into the IT services industry from presales to day 2 support as an engineer focused on some of Ciscos key customers
  
• The role of a High Touch Operations Manager (HTOM) is to help customers maximize the availability and functionality of their network to achieve their business goals. HTOMs serve customers who need their networks expertly managed. In this role you will be the "face of Cisco" for customers. Working as a visible contributor who delivers on Ciscos commitments in a highpaced highimpact environment you will be recognized as an operations leader by both customers and the Cisco High Touch Engineers team
  
• We are looking for a motivated candidate who is enthusiastic about career development is not afraid of change strives to understand complex challenges works side by side with seasoned engineers from multiple disciplines and can provide leadership to a team of High Touch Expert Care resources. This job is an opportunity for anyone with patience empathy for customers and a desire to hone their skills while providing value to customers
  

• HTOM
  
• 
  
• Cisco
  
• 
  
• Monthly Business Review MBR Quarterly Business Review QBR
  
• Cisco
  
• 
  
• DAY1 BCS
  
• 
  
• RCA RCA PIR
  
• 
  
• 
  
• The HTOM role is to lead the delivery of hightouch expert care services and is paid for directly by the client
  
• Provide reactive support and build relationships with the customers operational teams (usually the Customer Experience Center Service Operations or Network Support organization)
  
• Coordinate all areas of Cisco to help customers resolve incidents as quickly as possible and maximize availability. Act as an escalation point for customers keeping customers updated throughout the life of the incident and assisting with analyzing incidents after resolution
  
• Coordinate with other Expert Care resources (Asset Managers Learning Advisors Technical Consulting Engineers High Touch Engineers etc.) to maximize availability and improve operational efficiency for customers
  
• Lead the operational sections of the Monthly Business Review (MBR) and Quarterly Business Review (QBR) to build trust articulate value and provide perspective
  
• Build and maintain strong relationships with customers and other Cisco teams
  
• Indepth knowledge of customer infrastructure critical sites and operational procedures agreed with customers
  
• Work closely with DAY1 Project Engineering BCS Engineering and Systems Engineering teams to provide input and guidance on operational technical issues across all ongoing and upcoming projects
  
• Lead and drive crossfunctional internal and external collaboration on critical outages and complex issues at device as well as network level to improve key issues and customer sentiment
  
• Lead Root Cause Analysis (RCA) for escalated or recurring issues and drive customer discussions during RCA and Post Incident Review (PIR) readout sessions
  
• Participate in weekly or biweekly case review calls to facilitate reactive resolution of break/fix issues
  
• If the escalated issue is of critical severity outofhours work may be required
  

Requirements

• 
  
• 
  
• ACI SRv6 DC
  
• 
  
• 
  
• 
  
• 
  
• 
  
• 
  
• 
  
• 7
  
• 4
  
• 
  
• ITILv4 Direct Plan Improve
  
• ITILv4 Drive Stakeholder Value
  
• CCNA
  
• A strong will to lead
  
• Creative positive "can do" attitude and eagerness to learn new techniques processes and procedures
  
• Ability to navigate customer technologies in the areas of core mobility ACI fabric virtualization orchestration SRv6 and DC switching without having a personal technology creed
  
• Ability to work in a fastpaced highpressure crossterritorial theatre environment that crosses functional and border boundaries
  
• Ability to work as a team player and with minimal supervision
  
• Ability to demonstrate a high level of maturity and confidentiality
  
• Attention to detail and excellent interpersonal skills
  
• Strong presentation and communication skills to clearly speak and address difficult topics at all levels both internally and externally from engineering to the senior leadership team
  
• Have a solid understanding of the processes procedures and systems used to perform the job and a strong understanding of the broader fundamental concepts within your job/functional area
  
• Ability to apply knowledge of "how the team relates to other closely related disciplines" to improve the teams effectiveness
  
• Bachelors degree 7 years related experience OR
  
• Masters degree 4 years relevant experience
  
• Advanced customer support process skills
  
• ITILv4 Direct Plan Improve: Desirable
  
• ITILv4 Drive Stakeholder Value: Desirable
  
• CCNA: Optional
  

• Cisco HTEC High Touch Expert Care Cisco Cisco Cisco DAY2 IT
  
• HTOM HTOM Cisco Cisco
  
• 
  
• As part of the Cisco High Touch Expert Care (HTEC) organization, you will be part of a dynamic, fast-paced support team managing technical support for Cisco's largest customers. You will have the opportunity to work with many of Cisco's technical services organizations and gain unique insight into the IT services industry from pre-sales to day 2 support as an engineer focused on some of Cisco's key customers
  
• The role of a High Touch Operations Manager (HTOM) is to help customers maximize the availability and functionality of their network to achieve their business goals. HTOMs serve customers who need their networks expertly managed. In this role, you will be the "face of Cisco" for customers. Working as a visible contributor who delivers on Cisco's commitments in a high-paced, high-impact environment, you will be recognized as an operations leader by both customers and the Cisco High Touch Engineers team
  
• We are looking for a motivated candidate who is enthusiastic about career development, is not afraid of change, strives to understand complex challenges, works side by side with seasoned engineers from multiple disciplines, and can provide leadership to a team of High Touch Expert Care resources. This job is an opportunity for anyone with patience, empathy for customers and a desire to hone their skills while providing value to customers
  

• HTOM
  
• 
  
• Cisco
  
• 
  
• Monthly Business Review MBR Quarterly Business Review QBR
  
• Cisco
  
• 
  
• DAY1 BCS
  
• 
  
• RCA RCA PIR
  
• 
  
• 
  
• The HTOM role is to lead the delivery of high-touch expert care services and is paid for directly by the client
  
• Provide reactive support and build relationships with the customer's operational teams (usually the Customer Experience Center, Service Operations, or Network Support organization)
  
• Coordinate all areas of Cisco to help customers resolve incidents as quickly as possible and maximize availability. Act as an escalation point for customers, keeping customers updated throughout the life of the incident and assisting with analyzing incidents after resolution
  
• Coordinate with other Expert Care resources (Asset Managers, Learning Advisors, Technical Consulting Engineers, High Touch Engineers, etc.) to maximize availability and improve operational efficiency for customers
  
• Lead the operational sections of the Monthly Business Review (MBR) and Quarterly Business Review (QBR) to build trust, articulate value and provide perspective
  
• Build and maintain strong relationships with customers and other Cisco teams
  
• In-depth knowledge of customer infrastructure, critical sites and operational procedures agreed with customers
  
• Work closely with DAY1 Project Engineering, BCS Engineering and Systems Engineering teams to provide input and guidance on operational technical issues across all ongoing and upcoming projects
  
• Lead and drive cross-functional internal and external collaboration on critical outages and complex issues at device as well as network level to improve key issues and customer sentiment
  
• Lead Root Cause Analysis (RCA) for escalated or recurring issues and drive customer discussions during RCA and Post Incident Review (PIR) read-out sessions
  
• Participate in weekly or bi-weekly case review calls to facilitate reactive resolution of break/fix issues
  
• If the escalated issue is of critical severity, out-of-hours work may be required
  

Requirements

• 
  
• 
  
• ACI SRv6 DC
  
• 
  
• 
  
• 
  
• 
  
• 
  
• 
  
• 
  
• + 7
  
• + 4
  
• 
  
• ITILv4 Direct Plan Improve
  
• ITILv4 Drive Stakeholder Value
  
• CCNA
  
• A strong will to lead
  
• Creative, positive, "can do" attitude and eagerness to learn new techniques, processes and procedures
  
• Ability to navigate customer technologies in the areas of core mobility, ACI fabric, virtualization, orchestration, SRv6, and DC switching without having a personal technology creed
  
• Ability to work in a fast-paced, high-pressure, cross-territorial theatre environment that crosses functional and border boundaries
  
• Ability to work as a team player and with minimal supervision
  
• Ability to demonstrate a high level of maturity and confidentiality
  
• Attention to detail and excellent interpersonal skills
  
• Strong presentation and communication skills to clearly speak and address difficult topics at all levels, both internally and externally, from engineering to the senior leadership team
  
• Have a solid understanding of the processes, procedures and systems used to perform the job and a strong understanding of the broader fundamental concepts within your job/functional area
  
• Ability to apply knowledge of "how the team relates to other closely related disciplines" to improve the team's effectiveness
  
• Bachelor's degree + 7 years related experience, OR
  
• Master's degree + 4 years relevant experience
  
• Advanced customer support process skills
  
• ITILv4 Direct Plan Improve: Desirable
  
• ITILv4 Drive Stakeholder Value: Desirable
  
• CCNA: Optional