What You’ll Do
All CMS team members are expected to contribute in the following areas:
Understand and meet customer agreements (SLO/SLA/commitments)
Follow and participate in the improvement of established team processes
Identify and adhere to cost reduction measures
Accountable for following established team processes
Understand ITIL framework (Event, Incident, Change & Problem Management)
Collaborate with peers and multi-functional teams
Maintaining knowledge required to perform role effectively
Participate in regular synch ups
Actively share / develop innovation and automations for continued improvement
Specific to the role of Operations Manager, responsibilities may include:
Accountable for overall quality of service delivery and customer satisfaction
Act as issue point for customers and management
Assist with delivery of customer service reviews and other miscellaneous customer meetings
Effectively assume role of Incident Manager when needed
Accountable for development, implementation and consistency to cost controlling measures
Accountable for team performance in all areas of the business
Participate in hiring of new team members, not limited to justification, REQ creation and interviews
Assist senior leadership on special projects not limited to budget, cost models and customer workshops
Provide monthly operational metrics and highlights to senior leadership
Employee development through regular synch ups, recognition and performance improvement
Who You’ll Work With
The Cloud & Managed Services team provides second/third level technical support for Cloud / Hybrid solutions and cloud enabled end point products on a worldwide basis via inbound/outbound phone calls, email, web and remote access. Provide consultation to independently solve & debug solutions for Cisco customers, partners, account teams along with collaborating with other TAC engineers to resolve issues.
Who You Are
You are a self-starter who requires little oversight to achieve your goals and meet your objectives. You work well with others and are truly a teammate. Customer satisfaction is in your DNA. You have excellent verbal and written communication skills. You are able to see the big picture even when analyzing multiple complex factors under pressure. You have a technical background and understand the fundamentals of troubleshooting. You are comfortable with leading, coaching and mentoring teams with varied strengths. You understand people are our most valuable resource and have a healthy appreciation for automations. You have incredible attention to detail and are reliable to your customers, your team and your management.
Ability to be a trusted advisor - to influence/inspire confidence and build deep and enduring relationships with key executives.
Ability to position value realized from adopting and driving increased utilization of Cisco services and to propose effective recommendations to customer operations leadership.
Ability to interpret and assist in developing customer important metrics and operational objectives while ensuring Cisco SLAs are achieved.
Possesses core skills in: problem solving, negotiating, business writing, customer relationship management, effective presentation, and active listening.
Hands-on experience in customer operations environment. In-depth knowledge of ITIL concepts and principles.
Ability to understand customer strategies, business challenges, and desired business outcomes and align Cisco Services performance to achieve customer success.
Strong knowledge and understanding of the Services Portfolio offerings.
Ability to understand and execute on customer priorities to drive CSAT and Cisco business growth.
Financial Acumen – Understand customer and Cisco finance and P&L process and performance standards
Solid technical background is preferred
We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique 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
#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Here’s how we do it.
We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (30 years strong!) and only about hardware, but we’re also a software company. And a security company. A blockchain company. An AI/Machine Learning company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do – you can’t put us in a box!
But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)
Day to day, we focus on the give and take. We give our best, we give our egos a break and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take bold steps, and we take difference to heart. Because without diversity of thought and a commitment to equality for all, there is no moving forward.
So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool.