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Cisco High Touch Operations Manager Spain, Community of Madrid, Madrid 752143564
17.12.2024
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This role is based out of Madrid and requires onsite presence 5-days week.
Will involve working for Spanish public sector clients hence you may need to undergo an extensive background check process.
What You’ll Do
- HTOM is a customer role who leads delivery of Expert Care services
- Provides reactive support and builds a relationship with the customer’s operational team(s), typically Service Operations or Network Support.
- Co-ordinates all areas of Cisco to assist the customer in resolving their incidents as quickly as possible, maximizing availability.
- Acts as a point of escalation for the customer, keeping them updated throughout the life of their incident and assisting with an analysis of their incident after resolution.
- Co-ordinates other Expert Care resources (i.e. Asset Manager, Learning Advisor, Technical Consulting Engineers) to maximize availability and increase the customer’s operational efficiency.
- •Leads the operational section of the Quarterly Business Review (QBR), building trust, articulating value and providing point of view.
Who You’ll Work With
You will be part of the team that provides incident support to Spanish security services. You will be responsible to implement new incident support services and create a long-lasting relationship between Cisco (at all levels) and the team you will be working with.
Who You Are
Mandatory requirements:
- Bachelors + 7 years of relevant experience, or Masters + 4 years of relevant experience.
- Advanced customer support process skills.
- 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.
- Technical background in Cisco technologies, or networking in general.
- English & Spanish speaker.
Nice to have requirements:
- ITIL, CAMP, PMP, SCRUM, CCNA
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).
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