Cisco High Touch Operation Manager 

Japan, Minato 

406616088

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.

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 solid understanding of the processes, procedures and systems used to accomplish the work and in-depth familiarity with the broader underlying concepts in own job family/job discipline.

Bachelors + 7 years of relevant experience, or

Masters + 4 years of relevant experience,

ITILv4 Direct Plan Improve desirable,

ITILv4 Drive Stakeholder Value desirable,

CCNA Optional