High Touch Operations Manager II(US)

• Provides reactive support and builds a relationship with the customer's operational team(s), typically Service Operations or Network Support.

• Co-ordinates all areas of Cisco to assist the customer in resolving their incidents as quickly as possible, maximizing availability. Acts as a point of escalation for the customer, keeping them updated throughout the life of their incident and assisting with an analysis of their incident after resolution.

• Co-ordinates other Expert Care resources (i.e. Asset Manager, Learning Advisor, Technical Consulting Engineers) to maximize availability and increase the customer's operational efficiency.

• Leads the operational section of the Quarterly Business Review (QBR), building trust, articulating value and providing point of view.

• An HTOM is typically designated to up to 5 customers and can be remote or on site.

• Provide status reports to Cisco stakeholders.

• Follow up on open action items and cases to ensure commitments are met.

• Builds a relationship with customer's operational team(s).

• Identify need for and assist with delivery of customer training.

• Understands customers business requirements and aligns to Cisco services.

• Identify, plan for and manage resource needs within Cisco.

• Drives adoption of Expert Care services.

• Uses Operational Assessments to recommend best practice processes to improve customer's operations.

Be specific with the Job Qualification requirements.
Minimum Requirements:



Escalation Management
- Automatic engagement on all sev 1 & 2 cases
- Critical Alert Summary, resource coordination, communications management
- Assistance on sev 3 & 4 cases as requested or required



Weekly SR Call
- Coordination of weekly meeting to review all open cases
- Publishing of a weekly report with actions and details



Custom Reporting
- Detailed SR-related information available upon request
- Routing of any additional requests to proper teams



Quarterly Business Review
- Organizing onsite business review with full team
- Reporting, analyzing, & presenting operational data
- Delivering specific recommendations based on trends