Operations Manager - Exp in People Management, NOC operations, Incident, Problem and Changement a must (8+ years exp)

What You'll Do

Cisco Managed Services seeks a Manager of Technical Support to lead teams of customer support engineers who deliver Remote Management Services. The manager handles issues and assumes ownership for the end-to-end customer experience. Serving in a liaison role, the manager crafts a bridge that connects the technical and business perspectives of customer engagements.

Who You'll Work With

Become part of Cisco Managed Services (CMS) Team. CMS simplifies the ongoing management of Cisco Advanced Technologies, improves the business benefits, and significantly reduces Total Cost of Ownership (TCO) for our customers. We are a dedicated team that works together to anticipate, identify, and resolve issues faster, more accurately, less expensive, and with more transparency than customers can on their own.

Who You Are

Role & Responsibilities

In this highly transparent role as a Manager of Technical Support, you will:

• Supervises the activities of a CSE team with responsibility for results in terms of customer service happiness
• Workload management among team members, including implementation of creative ticket/case management techniques
• Assumes leadership role in Cisco Services or cross-functional teams to drive service delivery and/or product improvements

Collaborate with Cisco and Customer's Partners to ensure service delivery success

Collaborate closely with senior leadership of customer to drive engagement and NPS

• Participates in major multi-functional projects affecting Cisco business, product, or service leadership
• Identifies and works on issues that affect worldwide TAC & CMS teams

Minimum Qualifications

• Typically requires BE or B.Tech or equivalent plus 10+ years-related experience
• Experience in customer support, knowledge of Cisco Unified Communications and other industry Collaboration technologies
• Possess 2 to 4 years-prior management experience (desirable)
• Possess 1 to 2 years' experience of leading a Network Operations Center (NOC)
• Complete understanding of and experience in leading a team in applying all elements of Technical Support
• Proven business and technical expertise and extensive customer service engineering experience

Desired Skills

• Demonstrates strategic skills
• Proven industry awareness
• Operational mind-set and disposition
• Comfortable working in a dynamic and evolving organization and service
• Ability to formulate and deliver complex presentations throughout Cisco and to customer technical departments

Why Cisco

• We connect everything: people, processes, data, and things. We innovate everywhere, taking ambitious risks to craft the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unusual personalities who aren't afraid to change the way the world works, lives, plays and learns. We are leaders with vision, 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.