Cisco
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cisco.com
Job details:
Please note this posting is to advertise potential job opportunities. This exact role may not be open today but could open in the near future. When you apply, a Cisco representative may contact you directly if a relevant position opens.
High Touch Operation Analyst
Meet the Team
The
Global CXC Expert Care Team is a vital part of the Customer Experience (CX) organization, committed to delivering exceptional operational excellence and customer satisfaction. By joining the
Expert Care team, you’ll become part of a high-impact, collaborative group that sets the standard for excellence in the IT services industry. You will be part of a team that puts customers first, dedicated to delivering exceptional customer experiences, working together in a collaborative and supportive environment.
Your Impact
As a
High-Touch Operations Analyst (HTOA), you will be a trusted advisor and key point of contact for Cisco’s top-tier customers. This role demands a passion for customer success and a commitment to providing exceptional service. Additionally, understanding the customer’s unique environment—economic, political, and cultural—will be vital in building and sustaining strong relationships. This is a highly visible role that offers exposure to customer networks and provides opportunities to enhance their operational efficiency and maximise services availability.
- Act as the primary point of contact for both customers and internal teams on operational issues, ensuring timely and effective issue resolution.
- Build and maintain strong relationship with key customer stakeholders and executive decision-makers as well as internal Cisco teams.
- Possess detailed knowledge of customer’s infrastructure, critical sites, operating procedures as agreed upon with customer.
- Ensures timely incident and problem resolution for service requests, engaging support (e.g., TAC,HTTS), providing escalation updates, monitoring case backlog for timely closure, and maintaining customer management systems
- Organizes case review calls with customer stakeholders
- Apply understanding of Cisco’s product, service and technology offerings to effectively address current and future customer operational and business challenges.
- Utilize Excel, PPT or other databases to convert raw data into meaningful information.
- Generate Monthly and Quarterly reviews for internal stakeholders in form of presentations.
- Follows up on open action items and cases to ensure customer commitments are met; develops and delivers clear, timely communications
- Strong presentation skills and experience with data analytics and reporting.
Minimum Qualifications
- Bachelors + 0 years of previous experience, or 4 years of related experience
- Working toward appropriate Associate Level (e.g., CCST, CCNA) and/or related certification as needed
- Hands on experience working with Microsoft PowerPoint and Microsoft Excel.
- Excellent communication skills demonstrating understanding of stakeholders’ expectations.
- Strong understanding of ITIL processes - Incident, Problem and Change management best practices.
Preferred Qualifications
- ITIL® 4 Foundation, CCNA is preferred.
- Understanding of Cisco Products and Technologies.
- Ability to work in a fast-paced, high-pressured, cross functional, cross country, territory environment.
- Skilled with reporting and analytic tools like Excel, Microsoft PowerPoint, PowerBI, Tableau.
- Strong critical thinking, decision-making, and problem-solving skills.
Strong presentations skills and be hands-on with various styles of data analytics
Why Cisco?
At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.
Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.
We are Cisco, and our power starts with you.
Click on Apply to know more.