High Touch Operations Manager [Saudi Arabia]

 

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

• Provide training to customer's on TAC processes, as well as share cisco.com knowledge base and other Cisco troubleshooting tools

• 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

• Provide training to customer's on Cisco processes, as well as share cisco.com knowledge base and other Cisco troubleshooting tools

• 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

Message to applicants applying to work in the U.S.:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

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.

 

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