Operations Manager

  • Location:
    New Delhi, Delhi, India
  • Additional Location(s)
    Bangalore
  • Area of Interest
    Professional Services
  • Job Type
    Professional
  • Technology Interest
    *None
  • Job Id
    1025401


What You'll Do

Cloud and Managed Services seeks a Manager of Technical Support to lead teams of customer support engineers who deliver Remote Management 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.

Who You'll Work With
Become part of Cisco Cloud Managed Services (CMS) Team. CMS simplifies the ongoing management of Cisco Advanced Technologies, enhances the business benefits, and significantly reduces Total Cost of Ownership (TCO) for our customers. We are a dedicated team that works together to anticipate, identify, and resolve issues faster, more accurately, less expensive, and with more visibility than customers can on their own.

Who You Are


Role & Responsibilities
In this highly visible role as a Manager of Technical Support, you will:
Supervises the activities of a CSE team with responsibility for results in terms of customer service satisfaction
Workload management among team members, including implementation of innovative ticket/case management techniques
Assumes leadership role in Cisco Services or cross-functional teams to drive service delivery and/or product improvements
Participates in major cross-functional projects affecting Cisco business, product, or service leadership
Identifies and works on issues that affect worldwide TAC & CMS teams


Minimum Qualifications
Typically requires BE or B.Tech or equivalent plus 10+ years-related experience
Experience in customer support, knowledge of Cisco Unified Communications and other industry Collaboration technologies
Possess 2 to 4 years-prior management experience (desirable)
Possess 1 to 2 years experience of managing a Network Operations Center (NOC)
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

Desired Skills
Demonstrates strategic skills
Demonstrated industry awareness
Operational mind-set and disposition
Comfortable w             orking in a dynamic and evolving organization and service
Ability to formulate and deliver complex presentations throughout Cisco and to customer technical departments