Cisco High Touch Operations Manager 

India, Maharashtra, Mumbai 

29369060

Work Schedule:

The role requires flexibility in working hours to accommodate the needs of our customer base.

Will be expected to work in rotating shifts, covering US, India, and EMEA time zones as necessary to ensure 24/7 support coverage.

Service Delivery Management:

• Lead and manage the high-touch service delivery operations, ensuring timely and effective support to customers.
• Collaborate with multi-functional teams to enhance service quality and responsiveness.
• Define and implement service level agreements (SLAs) and key performance indicators (KPIs) to measure and improve service delivery.

• Build and maintain strong relationships with key customers, understanding their business needs and providing strategic guidance.
• Act as the main point of contact for high-profile customers, addressing their concerns, and ensuring their satisfaction with Cisco's products and services.

Team Leadership:

• Lead, mentor, and empower a team of high-touch support professionals.
• Provide guidance on technical and customer-related matters, fostering a collaborative and customer-centric team culture.
• Conduct regular performance reviews and implement professional development plans for team members.

Operational Excellence:

• Drive operational efficiency by implementing standard methodologies, optimizing processes, and demonstrating automation where applicable.
• Monitor and analyze operational performance metrics, identifying areas for improvement and implementing corrective actions.

Escalation Management:

• Manage and resolve increased customer issues, working closely with technical support teams to ensure timely resolution.
• Communicate effectively with customers during critical situations, providing updates and managing expectations.

Collaboration with Sales and Engineering:

• Collaborate with the sales team to find opportunities for upselling and ensuring customer retention.
• Work closely with engineering teams to escalate and resolve technical issues and provide feedback for product improvements.

• Generate regular reports on operational performance, customer satisfaction, and key performance indicators.
• Drive Root Cause Analysis for service delivery issues and implement preventive measures.

Communication Responsibilities:

• Prepare and deliver periodic communications, including weekly, monthly, quarterly, and annual updates on operational performance and customer satisfaction.
• Craft and disseminate Executive Communications to convey key strategic information to company leadership.
• Manage and implement Periodic and Final Communications for critical customer concerns, ensuring collaborators are informed of the status, resolution steps, and preventive measures.
• Facilitate regular meetings and communications to ensure all team members are aligned with strategic goals and operational priorities.

• Drive Documentation Excellence by ensuring the development, archiving, maintenance, and regular updates of documents related to Standard Operating Procedures (SoPs), Methods of Procedures (MoP), Designs, Root Causes, Configuration Best Practices, Cisco Reports, Bug Scrub reports, Hardware and Software Life Cycle, Ticketing Data, and Root Cause Analyses (RCA).
• Ensure compliance with client's Infosec/Data Security policies and tools, as well as Cisco's documentation standards.
• Collaborate with relevant teams to gather, organize, and maintain accurate and up-to-date documentation across the entire contract duration.

Bachelor’s degree in computer science, Information Technology, or a related field.

5+ Years of experience in a customer-facing, high-touch support role.

5+ Years of experience in team leadership or management.

Familiarity with ITIL standard methodologies and service management frameworks.

Soft Skills:

Superb communication and interpersonal skills.

ITIL Certification

PMP Certification

We tackle whatever challenges come our way. We have each other’s backs, we recognize our accomplishments, and we grow together. We celebrate and support one another – from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that).