We are seeking an experienced and dynamic High Touch Operations Manager to lead our customer-focused operations team at Cisco. The High Touch Operations Manager will be responsible for overseeing and optimizing high-touch service delivery, ensuring customer satisfaction, and driving operational excellence. The ideal candidate should have a good background in networking technologies, a proven track record in customer relationship management, and expertise in managing high-touch support services.
Location:
This position is based onsite in Navi Mumbai, India, and will be focused on supporting one or more of the largest BFSI (Banking, Financial Services, and Insurance) customers for Cisco. The successful candidate will have the opportunity to work closely with key collaborators in a dynamic and critical business environment.
Job Type: Full-Time
Work Schedule:
Travel:
Approximately 10% Domestic per annum
Key Responsibilities:
Service Delivery Management:
Customer Relationship Management:
Team Leadership:
Operational Excellence:
Escalation Management:
Collaboration with Sales and Engineering:
Reporting and Analysis:
Communication Responsibilities:
Documentation Excellence:
Qualifications:
Work Experience:
Relevant Experience of 8+ Years
Education:
Bachelor’s degree in computer science, Information Technology, or a related field.
Experience:
8+ Years of experience in a customer-facing, high-touch support role.
8+ Years of experience in team leadership or management.
Technical Skills:
Solid understanding of networking technologies, Cisco products, and services.
Familiarity with ITIL standard methodologies and service management frameworks.
Soft Skills:
Ability to work and lead teams across Cisco, Partner, and Customer in a High-Pressure Environment
Fun loving, Excellent teammate and motivator
Superb communication and social skills.
Strong leadership and team-building capabilities.
Ability to thrive in a fast-paced and dynamic environment.
Certifications (Optional):
ITIL Certification
PMP Certification
Technical Certifications – Cisco Certified Network Professional (CCNP) or equivalent certifications.
Why Cisco?
#WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it? Well, for starters – with people like you!
Nearly every internet connection around the world touches Cisco. We’re the Internet’s optimists. Our technology makes sure the data traveling at light speed across connections does so securely, yet it’s not what we make but what we make happen which marks us out. We’re helping those who work in the health service to connect with patients and each other; schools, colleges, and universities to teach in even the most challenging of times. We’re helping businesses of all shapes and sizes to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world – whether through 5G, or otherwise.
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).
We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together we’re committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with technology, or through our actions.
So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us! #WeAreCisco
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