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High Touch Operations Analyst - September Start 2025
While reading our job description, please remember - we understand from experience that not ticking every box on the skills sections stops many from applying. You should apply if you feel you are the right person for the job and have the aptitude to learn and deliver results.
Who You’ll Work With
Our Cisco High Touch Operations Manager works with customers as the liaison between the customer and Cisco technical support. Helping to drive product and software reliability, maximum availability and operational efficiency in the process of supporting our customers Cisco infrastructure, ensuring excellence at every phase of the customer journey. At Cisco, we are building the world's best Customer Experience (CX) Team to accelerate the company transition to a recurring revenue software-centric model. Cisco Customer Experience (CX) delivers the best customer experience in the industry that accelerates success for our customers and profitable growth for Cisco and our partners.
What You’ll Do
- Collaborate with Customer Delivery Managers and Service Managers to ensure seamless and consistent delivery, you will be the main point of contact for the customer and internal operational issues
- Manage case escalations and ensure that there is clear ownership and responsibility for actions.
- Coordinate and deliver customer Open Case reviews, Monthly Service Reviews and Quarterly Business Reviews, as well as any preparation and follow-ups, innovate and improve the customer experience by using data as evidence to drive improvement.
- Develop and share operational best practices, processes, and procedures to improve the customer operations
- Conduct internal and customer-facing knowledge transfer sessions on Cisco tools processes, procedures
- Attend customer meetings to present operational issues/activity, customer satisfaction and gap analysis to customer and internal Cisco personnel.
Who You Are
The ideal candidate possesses outstanding Incident and Problem management with excellent communications skills and demonstrates the ability to diplomatically influence and effectively build key relationships whilst handling complex situations and finding solutions.
The Minimum Requirements For The Role Are
- English language proficiency.
- Very strong communication, interpersonal and problem-solving skills
- Solid understanding of business process and requirements in a support environment
- Recent graduate or on your final year of studies towards a degree or related program or other academic certification; equivalent experience accepted in lieu of degree (0-3 years of experience)
Desired Skills:
- Ability to work as a team member in a cross-functional matrix environment.
- Excellent presentation and communication skills (verbal & written)
- Report writing skills
- Influencing and negotiation skills.
- Strong critical thinking and decision-making skills
- Ability to apply knowledge and formulate customer recommendations.
- Ability and propensity to regularly learn and apply new skills in the networking environment
- Incident Management experience and/or ITIL certification is a great plus
Why 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. 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. Come prepared to be encouraged and inspired.
