High Touch Operations manager
- HTIS Telecom
- 8 - 13 Years
- Mohali, Chandigarh
- 3 years ago
- Email to a friend
- Report this job
Job Description
Act as single point of contact for operational issues. Coordinate technical issues and customer needs.Represent customer needs to Cisco post-sales support teams and applicable organizations.
Monitor cases to ensure timely resolution (weekly). Follow up on open action items and cases to ensure commitments are met.
Provide customers with updates on hot or escalated issues
Coordinate and conduct weekly conference calls to provide status reports to customer and present quarterly reports to customers with analysis of customers support needs.
Educate customers on Cisco processes and procedures.
Provide status reports to Cisco management.
Facilitate quarterly review meetings with customer to present operational issues/activity, customer satisfaction and gap analysis to customer and internal Cisco personnel. Executed SOW by creating 90 day plan for network optimization, work schedule in agreement
Good understanding of Cisco product and solutions. Good understanding of project management and business concepts
Documentation of operations to ensure that all the specific operational and related topics are documented and available in the Cisco secured internal portal devoted to customers to help expedite issue resolution
Any other additional deliverable, including custom reports, operational analysis of critical issues, or engineering failure analysis management and reporting.
Coordination of the return of parts requiring a failure analysis and communication on the status to the customer
Retrieve customer specific technical information (such as network topology / LLD/ HLD) from customer and Cisco internal stakeholders and share it with the Operational Support team in the form of a TOI
Formulate continual improvement strategies to optimize customers perceptions of service and support.
Managing Team of High Touch Engineers in a busy work environment.
Employement Category:
Employement Type: Full timeIndustry: IT
Functional Area: IT
Role Category: Project Leader
Role/Responsibilies: High Touch Operations manager
Contact Details:
Company: HTIS TelecomLocation(s): Mohali, Chandigarh
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HTIS Telecom
HTIS Telecom is at its best when we bring together the skills of our people. Working across business areas, across cultures, across geographical borders, across technical disciplines. More often than not, across ground-breaking solutions. With our three-fold portfolio, gives one an opportunity for j...
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