High Touch Operations Manager (JLPT N1 or N2)
Salary undisclosed
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hello #connections
hope all good
One of our clients is looking for below role
Role : High Touch Operations Manager (HTOM)
Experience : 5+
Position : Permanent
Work Nature: Onsite
Location : Malaysia
* Mandatory:HTOM with Japanese language (N1or N2 Only)
Skills & Requirements:
• Requires a general understanding of the processes, procedures and systems used to accomplish the work and familiarity with the broader underlying concepts in own job family/job discipline.
• Applies knowledge of how the team relates to other closely related areas to improve the efficiency of their work.
• Bachelors + 5 years of relevant experience, or
• Masters + 3 years of relevant experience
• Strong customer support process skills
• ITILv4 Foundation
• ITIL v4 Create Deliver Support desirable
• CCNA Optional
Key Objectives of the Role:
• HTOM is a directly customer funded role who leads delivery of High Touch Expert Care services.
• Provides reactive support and builds a relationship with the customer’s operational team(s), typically Customer Experience Centers, Service Operations or Network Support organizations.
• Co-ordinates all areas of Cisco to assist the customer in resolving their incidents as quickly as possible, maximizing availability. Acts as a point of escalation for the customer, keeping them updated throughout the life of their incident and assisting with an analysis of their incident after resolution.
• Co-ordinates other Expert Care resources (i.e. Asset Manager, Learning Advisor, Technical Consulting Engineers, High Touch Engineers) to maximize availability and increase the customer’s operational efficiency.
• Leads the operational section of the Monthly Business Review (MBR) and Quarterly Business Review (QBR), building trust, articulating value and providing point of view.
• Develop and maintain strong relationship with customer and other Cisco teams.
• Possess detailed knowledge of customer’s infrastructure, critical sites, operating procedures as agreed upon with customer
• Work closely with Day 1 Project engineering, BCS engineering, and System Engineering teams to provide input and guidance on technical operational issues and stay across all running and upcoming projects.
• Lead and drive cross functions, internal and external on critical outages and complex issues at the network level not just device level, turning around critical issues and customer sentiment
• Lead Root Cause Analysis (RCA) on escalated or recurring issues (problems) and driving discussions with the customer in RCA and PIR (Post Incident Review) readout sessions.
• Attend weekly/bi-weekly case review calls to drive resolution on reactive break/fix issues.
• May require outside business hour engagement for critical severity escalation
Interested candidates can please mail me with your updated resume to [email protected]
Thanks and Regards
Anu
hope all good
One of our clients is looking for below role
Role : High Touch Operations Manager (HTOM)
Experience : 5+
Position : Permanent
Work Nature: Onsite
Location : Malaysia
* Mandatory:HTOM with Japanese language (N1or N2 Only)
Skills & Requirements:
• Requires a general understanding of the processes, procedures and systems used to accomplish the work and familiarity with the broader underlying concepts in own job family/job discipline.
• Applies knowledge of how the team relates to other closely related areas to improve the efficiency of their work.
• Bachelors + 5 years of relevant experience, or
• Masters + 3 years of relevant experience
• Strong customer support process skills
• ITILv4 Foundation
• ITIL v4 Create Deliver Support desirable
• CCNA Optional
Key Objectives of the Role:
• HTOM is a directly customer funded role who leads delivery of High Touch Expert Care services.
• Provides reactive support and builds a relationship with the customer’s operational team(s), typically Customer Experience Centers, Service Operations or Network Support organizations.
• Co-ordinates all areas of Cisco to assist the customer in resolving their incidents as quickly as possible, maximizing availability. Acts as a point of escalation for the customer, keeping them updated throughout the life of their incident and assisting with an analysis of their incident after resolution.
• Co-ordinates other Expert Care resources (i.e. Asset Manager, Learning Advisor, Technical Consulting Engineers, High Touch Engineers) to maximize availability and increase the customer’s operational efficiency.
• Leads the operational section of the Monthly Business Review (MBR) and Quarterly Business Review (QBR), building trust, articulating value and providing point of view.
• Develop and maintain strong relationship with customer and other Cisco teams.
• Possess detailed knowledge of customer’s infrastructure, critical sites, operating procedures as agreed upon with customer
• Work closely with Day 1 Project engineering, BCS engineering, and System Engineering teams to provide input and guidance on technical operational issues and stay across all running and upcoming projects.
• Lead and drive cross functions, internal and external on critical outages and complex issues at the network level not just device level, turning around critical issues and customer sentiment
• Lead Root Cause Analysis (RCA) on escalated or recurring issues (problems) and driving discussions with the customer in RCA and PIR (Post Incident Review) readout sessions.
• Attend weekly/bi-weekly case review calls to drive resolution on reactive break/fix issues.
• May require outside business hour engagement for critical severity escalation
Interested candidates can please mail me with your updated resume to [email protected]
Thanks and Regards
Anu
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