High Touch Operation Manager
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الوصف الوظيفي - Ensures follow-up and closure of critical problems. - Regularly interacts with Cisco’s customer and internal teams in a coordinated fashion to ensure problem resolution - Maintain a good relationship with the customer during the course of the problem resolution process through the effective use of email, telephone, Webex, video conferencing and other collaboration methods. - Co-ordinates root cause analysis upon customers request المهارات Candidate must be a self motivated individual that is dedicated to exceeding client expectations, be willing to contribute to team efforts, and must possess strong communication and interpersonal skills: - Excellent command on the English language. - Proven leadership skills, initiative taker and has the ability to work outside of process. Also experience in a support environment is a plus. - Work with HTTS, Duty Managers and BU Development Engineers to review potential product or software defects and obtain fixes - Has a technical and networking understanding, but primarily has the ability to leverage the technical expertise of others. - Leverages and contributes to Virtual Teams. - Questions ways of working and suggests improvements. - Independently coordinates and executes tasks. - Uses technical understanding to work with HTTS and DE to create a recommended solution, and to understand the business impact to the Customer - Solid understanding of business process and requirements in a support environment - Excellent written and verbal communication skills, across culture. Ability to work successfully as a team member in a cross-functional matrix environment - Results driven and focus on the customer - Commercial and contractual understanding Understanding of networking technology, and the Service Provider environment and/or Enterprise IT environment Educational Background Recommended Typically requires BS, CS, or University degree equivalent plus 4+ years experience in network engineering or telecommunications/IT support environment. Advanced degree strongly preferred. ITIL v4 Foundation certification or ITIL Service Operation is a plus تفاصيل الوظيفة https://www.bayt.com/ar/uae/jobs/high-touch-operation-manager-4353123/ |
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