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High Touch Operations Manager

5 months ago

مصر, Egypt Cisco Systems Full time

**What You’ll Do**
- Designated to key customers for Cisco to provide a point of contact for operations and process issues
- Understand customer's business goals and how the network operations support the business goals
- Prioritization and support customer to open TAC Service Requests (SR)
- Conduct trend analysis on customer's issues (e.g. by product type, case priority, IOS and RMA.)
- Identify and analyze operational areas of improvement
- Manage the effective communications within different levels of customer's organization and Cisco
- Understand current customer operations processes, and partner with related parties (customer/partner/Cisco team) to streamline customer/vendor operation support processes in order to make more effective issue resolution
- Keep track of customer's network activities, and proactively arrange TAC standby as required.
- Leverage different resources in Cisco to prioritize resolving customer's issues, proactive escalate if required
- Manage customer's contract, and proactively monitor depot sparing status
- Share operational best practices with customer
- Focal point for all customer escalations on operational issues
- Promote Cisco services value, partner with related teams to position the right support model to the engaged account

**Deliverables**
- Produce a regular report of the customer Service Requests (SR)
- Correlation amongst the different customer cases identified
- Manage weekly SR review meetings - focus on resolution
- Build and effectively execute the communication plan with all levels of customer's organization are in place for critical issues
- Quarterly review and report of customer's network activities and operations; case trends analysis by product type, case priority, IOS and RMA. The report should include key analysis, executive summary and recommendations on training and operational processes
- Provide recommendations on the operational abnormalities and gaps identified
- Proactively manage resources standby for major customer events
- Service-level agreement (SLA) analysis

**Who You Are**
- BS, CS, or University degree equivalent, plus 4+ years of experience in network engineering or telecommunications environment
- Experienced in managing customer, especially in the network operation environments.
- Previous experience in Business Development
- Strong communication skills
- Able to collaborate with cross-functional teams and work under pressure
- Fluency in English
- ITIL certification is a plus

**Why Cisco**

At Cisco, each person brings their unique talents to work as a team and make a difference.

Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.

We connect everything - people, process, data and things - and we use those connections to change our world for the better.

We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education and more - from Smart Cities to your everyday devices.

We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities.

Colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Be you, with us #WeAreCisco

U.S. employees have
**access** to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco pays at the standard rate of 1% of incentive target for each 1% revenue attainment against the quota up to 100%. Once performance exceeds 100% quota attainment, incentive rates may increase up to five times the standard rate with no cap on incentive compensation. For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.