What You'll Do
Cisco Managed Services (CMS) organization seeks an Operations Manager to join a team of extremely talented professionals supporting the global Security infrastructure for a strategic financial services customer.
This is a great opportunity for someone with patience and an empathetic view of the customer to hone their skills and advance their career providing value to customers while working with an industry leader in technology.
Supervises the activities of a CSE team with responsibility for results in terms of customer service satisfaction
Manages CSEs of all levels, geographies; generally responsible for a team of 10+ people
Workload management among team members, including implementation of innovative ticket / case management techniques
Assumes leadership role in CMS or cross-functional teams to drive service delivery and / or product improvements
Represents CMS in EBC's and tours
Participates in major cross-functional projects affecting Cisco business, product, or service leadership
Identifies and works on issues that affect worldwide CMS and other services teams
Provides management guidance to all levels of exempt employees on accomplishing goals
Work is reviewed and measured based on attainment of objectives and overall success of department
Who You'll Work With
Cisco CMS team is a dynamic and growing organization looking for an Operations Manager to lead teams of customer support engineers who deliver CMS services.
The manager handles escalations and assumes ownership for the end-to-end customer experience. Serving in a liaison role, the manager creates a bridge that connects the technical and business perspectives of customer engagements.
The ideal candidate demonstrates knowledge of Cisco processes and team dynamics across the organization, as well as the superior coaching and motivational skills required to engage, develop and retain top talent on a high-performance team.
Who You Are
The ideal candidate demonstrates an aptitude and appetite for learning new skills, and applying this to drive customer satisfaction.
Reports to a CMS senior manager
Builds strong team relationships with CMS teams and peers
Travel / Shifts :
Occasional travel to customer meetings
The job holder will work to APAC office business hours and provide escalation point to customer problems
Required Experience :
Typically requires BSCS or BSEE or equivalent plus 10+ years-related experiences.
Fluent English speaker / writer
Possesses detailed business knowledge of Cisco products specific to Cisco CMS product suites and / or project / program management in the managed services space
Direct experience with Managed Services industry including in-depth understanding of strategic and tactical components
Security background, with focus on both Cisco and non-Cisco Firewall and IPS platforms
Possess 6+ years-prior management experience
Certifications : ITIL Intermediate v3, PMP
Desired skills :
Demonstrated drive for continuous learning, results-orientation, and teamwork
Professional & concise communication (written & verbal)
Flexible : very able to adapt to a changing environment
Ability to drive change through innovation & process improvement
Performs well under pressure and in disruptive environments where priorities can change in response to customer demand
Executive level communications, tailored to unique situations
Operational mind-set and disposition
Proven ability to work cross-functionally and cross-corporations
Comfortable working in a dynamic and evolving organization and service
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
Demonstrates strategic skills
Excellent working relationships with other customer service organizations within Cisco and with appropriate business units
Ability to formulate and deliver complex presentations throughout Cisco and to customer departments
Demonstrated industry awareness
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