High Touch Operations Manager

France

JOB DESCRIPTION

- Supports delivery of High Touch Technical Support program to major accounts.
- Ensures follow-up and closure of critical problems with large strategic customers
- Uses standard tool to receive alerts and monitor status of new customer service requests (cases) pushing through to resolution
- Regularly interacts with Cisco's customer and internal teams in a coordinated fashion to ensure problem resolution
- Maintain a good relationship with the customer during the course of the problem resolution process through the effective use of email, telephone, WebEx, video conferencing and other collaboration methods.
- Co-ordinates root cause analysis upon customers request

SKILLS REQUIRED

- Excellent command on the English language, Native French speaker
- Proven leadership skills, initiative taker and has the ability to work outside of process. Also experience in a support environment is a plus.
- Work with HTTS, Duty Managers and BU Development Engineers to review potential product or software defects and obtain fixes
- Has a technical and networking understanding, but primarily has the ability to leverage the technical expertise of others.
- Leverages and contributes to Virtual Teams.
- Questions ways of working and suggests improvements.
- Independently coordinates and executes tasks.
- Uses technical understanding to work with HTTS and DE to create a recommended solution, and to understand the business impact to the Customer
- Solid understanding of business process and requirements in a support environment
- Excellent written and verbal communication skills, across culture. Ability to work successfully as a team member in a cross-functional Matrix environment
- Results driven and focus on the customer
- Commercial and contractual understanding
- Understanding of networking technology, and the Enterprise environment

BACKGROUND REQUIRED: 

Typically requires BS, CS, or University degree equivalent plus 4+ years experience in network engineering or telecommunications support environment. Advanced degree strongly preferred. CCNA/CCNP/ITIL is a plus.