1+ months

Strategic Operations Manager - Cisco Managed Services (1331989)

Cisco Systems Inc.
Carolina Shores, NC 28467
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What You'll Do

Customer Experience at Cisco is a team of world-class experts whose #1 focus is to help customers deploy and operate their networks effectively while delivering the best possible customer experience. Our success is validated through outstanding financial results, increasing customer satisfaction metrics, industry recognition, and employee satisfaction scores. Your opportunity to impact the health and performance of networks and systems that surround us all are limitless. Your career growth options will be BOLD, as we realize our vision to become the #1 IT Company in the world. Make an impact with us!

As a Manager in our world-class team you will lead a team who deliver managed services support for enterprise networks, remotely. You will handle escalations and assumes ownership for the end-to-end customer experience. Serving in a liaison role, the manager creates a bridge that connects the technical and business perspectives of customer engagements. You will be a strategic partner to our customers, saving their business from the impact of network incidents, solving and preventing the recurrence of technical issues. You will solve our customers' toughest problems, ensuring that our customers get expected business outcomes, providing a superior customer experience.

  

Who You'll Work With 

The team is group of highly skilled, dynamic, diverse, and passionate engineers and incident managers who go above and beyond in assisting not just the customer but also their teammates and peers. "Work hard, play harder" is the motto of the team. The team is a good mix of engineers with varying years of experience (from 3 years all the way to 20 years) in Cisco technologies and solutions, and each-and-every-one of them bring great value to the table. Our team has global presence located in 1 US centers, 2 centers in EMEA and 2 India centers.

 

Who you are

You require little oversight to achieve your goals and meet your objectives. You work well with others and are truly a teammate. Technical knowledge and customer happiness are in your DNA. You have excellent verbal and written communication skills. You can see the big picture even when analyzing multiple complex factors. You are capable of leading the resolution of major incidents by providing leadership and accountability, and actively engaging Cisco and Customer/ Partner or 3rd party teams.

 

Required Skills/Capabilities:

  • Experience in customer support, knowledge of Cisco Routing & Switch technologies and other industry Collaboration technologies
  • Operational mind-set and disposition
  • Proven ability to work cross-functionally and cross-corporations
  • Comfortable working in a dynamic and evolving organization and service
  • Possess 4 to 6 years of management experience
  • Possess 2 to 4 years of experience of managing a Technical Support teams or Network Operations Center (NOC) teams
  • Proven business and technical expertise and extensive customer service engineering experience
  • Demonstrates strategic skills
  • Excellent working relationships with other customer service organizations within Cisco and with appropriate business units
  • Ability to formulate and deliver complex presentations throughout Cisco, customer technical departments, and executive level audiences
  • Demonstrated industry awareness
  • Willing to travel 5-10% of the time for customer visit.

 

Education:

  • Typically requires BSCS or BSEE or equivalent plus 10+ years-related experience

 

Other Responsibilities include:

  • Manages customer support engineers of various skill levels, geographies; generally responsible for a team of 10 to 15+ people
  • Supervises the activities of a Customer Support Engineering team with responsibility for results in terms of customer service satisfaction
  • Workload management among team members, including implementation of innovative ticket/case management techniques
  • Mentors other managers or potential managers
  • Assumes leadership role in Cisco Services or cross-functional teams to drive service delivery and/or product improvements
  • Represents CMS in customer briefings and on-site tours
  • Participates in major cross-functional projects affecting Cisco business, product, or service leadership
  • Identifies and works on issues that affect global CMS and TAC teams
  • Work is reviewed and measured based on attainment of objectives and overall success of department

 

Why Cisco

We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren't afraid to change the way the world works, lives, plays and learns. We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers. We Are Cisco.

Posted: 2021-05-12 Expires: 2021-06-26
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Strategic Operations Manager - Cisco Managed Services (1331989)

Cisco Systems Inc.
Carolina Shores, NC 28467
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