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
1. 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
2. Manage case escalations and ensure that there is clear ownership and responsibility for actions.
3. 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.
4. Develop and share operational best practices, processes, and procedures to improve the customer operations
5. Conduct internal and customer-facing knowledge transfer sessions on Cisco tools processes, procedures
6. 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
7. English language proficiency.
8. Very strong communication, interpersonal and problem-solving skills
9. Solid understanding of business process and requirements in a support environment
10. 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:
11. Ability to work as a team member in a cross-functional matrix environment.
12. Excellent presentation and communication skills (verbal & written)
13. Report writing skills
14. Influencing and negotiation skills.
15. Strong critical thinking and decision-making skills
16. Ability to apply knowledge and formulate customer recommendations.
17. Ability and propensity to regularly learn and apply new skills in the networking environment
18. Incident Management experience and/or ITIL certification is a great plus