The Offer Work within a company with a solid track record of success Join a well known brand within IT Services Great work environment The Job 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 escalations.. The Profile Attributes of a Successful Candidate We are looking for the talent with the following qualities and skills: Have strong desire to lead A creative, positive and proactive can-do attitude and a willingness to learn new technologies, processes and procedures.
No personal technology religion but ability navigate customer technologies in Core Mobility, ACI fabric, Virtualisation, Orchestration, SRv6, and DC Switching Ability to work in a fast-paced, high-pressured, cross functional, cross country, territory and theatre environment.
Ability to work as a team player and to work with minimal supervision.
Demonstrate high-level of maturity and confidentiality.
Attention to detail and stellar interpersonal skills Possess strong presentation and communications skills to articulate and handle difficult conversations at all levels from engineering to Senior Leadership Team internal and external. The Employer Our client is Your go-to IT Partner A global IT solutions provider constantly innovating with technology and working towards optimized solutions for its patrons.
We help you meet your business goals!