Urgent Hiring High Touch Operation Manager required for Mumbai / Bangalore location
RPG Ventures
Mumbai, INDIA
5d ago

HTOM PM-

HTOM PM having minimum of 10-12+ yrs. of experience with below skills requirement for ICICI project, Mumbai Location.

Also, we are looking for a candidate who can join us immediately or by end of this month.

Roles & Responsibilities

Act as single point of contact for operational issues. Coordinate technical issues and customer needs.

Represent customer needs to Cisco post-sales support teams and applicable organizations.

Monitor cases to ensure timely resolution (weekly). Follow up on open action items and cases to ensure commitments are met.

Provide customers with updates on hot or escalated issues

Coordinate and conduct weekly conference calls to provide status reports to customer and present quarterly reports to customers with analysis of customers support needs.

Educate customers on Cisco processes and procedures.

Provide status reports to Cisco management.

Facilitate quarterly review meetings with customer to present operational issues / activity, customer satisfaction and gap analysis to customer and internal Cisco personnel.

Executed SOW by creating 90 day plan for network optimization, work schedule in agreement

Good understanding of Cisco product and solutions. Good understanding of project management and business concepts

Documentation of operations to ensure that all the specific operational and related topics are documented and available in the Cisco secured internal portal devoted to customers to help expedite issue resolution

Any other additional deliverable, including custom reports, operational analysis of critical issues, or engineering failure analysis management and reporting.

Coordination of the return of parts requiring a failure analysis and communication on the status to the customer

Retrieve customer specific technical information (such as network topology / LLD / HLD) from customer and Cisco internal stakeholders and share it with the Operational Support team in the form of a TOI

Formulate continual improvement strategies to optimize customer's perceptions of service and support.

Managing Team of High Touch Engineers in a busy work environment.

Skills Required

  • ITIL (Preferred)
  • PMP, PRINCE 2 (Desired, Not Mandatory)
  • CCNA R&S (Preferred)
  • CCNP (Desired)
  • Technical Expertise

  • Nexus DC (9K, 5k)
  • Team Player
  • Fluent Communication
  • Team Handling
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