High Touch Operations Manager ? Mumbai and Noida CCNP Certification and Experience with Cisco
products Required Who You Are
? Manage high profile critical technical and political issues within customer organization and
throughout Cisco’s escalation chain.
? Understand customer operations processes, and partner with related parties
(customer/partner/Cisco team) to streamline customer/vendor operation support processes to
make more effective issue resolution.
? Write processes and procedures for customized support services.
? Identify and analyze operational area of improvements.
? Identify need for and assist/perform the creation of customer training. Formulate continual
improvement strategies to optimize customers perceptions around service and support.
? Be the "go-to" person and main point of contact for customer and internal teams. Acting as single
contact point for operational issues, you will interact with the customer frequently coordinating
technical issues and customer needs.
? You will present customer needs to Cisco post-sales support teams and applicable organizations.
? Strong presentations skills and be hands on with various styles of data analytics. Build consistent
relationships with key customer stakeholders. Support decision makers within customer execs and
provide guidance. Act as a customer strategic support consultant.
? CCNP Certification with Networking basic Technologies: EIGRP, BGP, ISIS and OSPF and Switching
basic.
? CCNA, PMP or Prince2 practitioner is a plus
? ITIL V4 Foundation Kindly make sure the candidates have the following experience and knowledge:
? Most candidates doesn’t articulate the interesting stories/ incident/ problem they managed and
what they achieved and why they are interesting to share.
? We are hiring a team, we need individual who has done something good in their current role and
eligible to be hired in Cisco.
? How HTOM can conduct, Trend analysis, Weekly review, Monthly Review and Quarterly Review.
? It’s not an incident manager profile, it’s an High Touch Operation Manager ? Where the manger
owns the resolution end to end and ownership.
? What is Cisco as a company that we do the business and Services.
? CCNP Certification with Networking basic Technologies: EIGRP, BGP, ISIS and OSPF and Switching
basic.
? Candidate to be prepared with the MBR and QBR deck with great examples of his experience.
Leadership would like to know what was his /her recent reporting and dashboard he/she presented
to CXOs. Cisco Confidential
? Candidate to explain Cisco’s STAR methodology (Situation, Task, Action, and Result) interview
questions and need a real time interesting experience with results / outcome achieved from the
candidate during the interview.
Cisco Confidential
? Below Cisco Principles too should be explained clearly
Network Implementation