Cisco Looking for High Touch Operations Manager-Incident & Problem management, ITIL 4 (Customer-facing) at Bengaluru, Karnataka, India Full Time

Global CXC Expert care Teams are priority expert advisors to expedite issue resolution and enhance operational efficiency. Focusing on strategic accounts and enterprise businesses with mission-critical network operations, Expert Care Services deliver the premium operational and technical expertise to improve network availability and meet changing business demands.

What You Will Do

• Act as customer’s strategic support consultant. Kickstarting services, onboarding and guiding personnel and setting up right expectations.
• Establish deep customer relationships, collaborating with and influencing senior level operations executives on High Value accounts.
• Proactively addresses business or operational constraints, identify and fix knowledge gaps to ensure customer success.
• Collaborate and Lead cross-functional teams in solving diverse incident issues or driving operational efficiency.
• Apply understanding of Cisco’s offer portfolio in effectively addressing current and future customer operational and business challenges.
• Leverage industry standard methodologies and detailed understanding of the customer’s operational model.
• Presenting Monthly and Quarterly reviews for internal and external stakeholders.
• Setting up weekly cadences to review transactional issues.
• Review historic customer data to identify trends and enable problem management.
• Providing periodic and ad hoc report analytics based on customer request.
• Balance multiple customers for aforementioned needs remotely or onsite.

Who You Are

• ITILV3 SO, ITIL 4 Foundation desirable.
• Evaluate critical situations and drive appropriate resources and behaviours to resolve incidents.
• Ability to perform situational risk assessment and mitigation.
• Superb communication skills demonstrating understanding of customers’ expectations.
• Ability to consolidate data from various sources and develop coherent executive messaging.
• Must demonstrate a solid sense of ownership, impartiality, and integrity..
• Excellent time management and work prioritization skills.
• Strong influencing and negotiation skills.
• Experience with or be able to quickly learn Cisco escalation processes.
• Experience with various Cisco business units and roles which typically get along with and support customers.
• A proven authority in customer experience management.

Why Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.

We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (36 years strong) and only about hardware, but we’re also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do – you can’t put us in a box!

But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.

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!