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Cisco High Touch Operations Manager in Melbourne, Australia

Job Description

High Touch Operations Manager

The Business Entity

The Enterprise Services Segment is focused on driving a strong Enterprise community & framework that supports continued growth in the global Enterprise market. We support the incubation, scaling & sharing of key Enterprise Architectures, along with deepening business insights & operational excellence, through tight alignment with the Global Enterprise Segment, Services Delivery and the Geographies.

Technical Services is team of world-class technical experts whose #1 focus is to help customers deploy and operate their networks effectively while delivering the best possible customer experience. Our success is validated through outstanding financial results, increasing customer satisfaction metrics, industry recognition, and employee satisfaction scores.

The Team

As part of the High Touch Expert Care (HTEC) Team, you will be part of a dynamic, fast paced and supportive team that will build you up as you manage the technical support for some of Cisco's biggest customers. You will be given the opportunity to work alongside many of Cisco's Technical Services organisations and will receive unique insight into the IT services industry in the day 2 support environment as a High Touch Operations Manager focused on some of Cisco's key customers.


• Allocated to multiple Australia to provide a point of contact for operations and process issues

• Understand customer's business goals and how the network operations support the business goals

• Prioritisation and support customer to open TAC Service Requests (SR)

• Conduct trend analysis on customer's issues (e.g. by product type, case priority, IOS and RMA.)

• Identify and analyse operational area of improvements.

• Manage the effective communications within different levels of customer's organisation and Cisco

• Understand current customer operations processes, and partner with related parties (customer/partner/Cisco team) to streamline customer/vendor operation support processes in order to make more effective issue resolution.

• Keep track of customer's network activities, and proactively arrange TAC standby as required.

• Leverage different resources in Cisco to prioritise resolving customer's issues, proactive escalate if required.

• Manage customer's contract, and proactively monitor depot sparing status

• Share operational best practices with customer

• Provide training to customer's on TAC processes, as well as share cisco.com knowledge base and other Cisco troubleshooting tools

• Focal point for all customer escalations on operational issues

• Promote Cisco services value, partner with related teams to position the right support model to the engaged account.


• Produce a regular report of the customer Service Requests (SR). The report should contain (but not limited to) the following:

• Current status of the issue - business impact

• Progress of the defined action plan

• Issues should be prioritised

• Any correlation amongst the different customer cases identified

• Manage weekly SR review meetings - focus on resolution by ensuring:

• Right resources from Cisco and customer are engaged and are fully aware of the action plan.

• Business impacts are clearly understood and taken into account

• Build and effectively execute the communication plan with all levels of customer's organisation are in place for critical issues

• Quarterly review and report of customer's network activities and operations; case trends analysis by product type, case priority, IOS and RMA. The report should include key analysis, executive summary and recommendations on training and operational processes.

• Provide recommendations on the operational abnormalities and gaps identified.

• Proactively manage TAC/FTS resources standby for major customer events

• Provide training to customer's on TAC processes, as well as share cisco.com knowledge base and other Cisco troubleshooting tools


• Typically require BS/CS/Business or equivalent plus 3-5 years experience in a network or Infrastructure support environment.

• Experienced in manage customer, especially in network operation environment.

• Strong account management skills.

• Strong communication skill.

• Able to collaborate with cross functional team and work under pressure

• ITIL certification is a plus.

• Fluency in English.


  • Sydney

  • Melbourne

  • Brisbane

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.

Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.