High Touch Operations Manager
Core
Deliver incident management services to major strategic accounts, coordinate issue resolution, and lead root cause analysis for enterprise clients in Financial Services, Healthcare, Manufacturing, Retail, and Technology.
Role type
Senior IC operations manager (technical support)
Builds
Incident management services and support lifecycle delivery for mission-critical enterprise organizations
Domain
Enterprise IT support and customer experience
Deliverable
client delivery
Required skills
Incident management, root cause analysis, customer engagement, cross-functional coordination, case management, ITILv4 frameworks, Cisco architecture, networking technologies
Preferred skills
Leadership, defect tracking, customer lifecycle management
Technologies
Cisco architecture, networking technologies, ITILv4
Responsibilities
Deliver incident management services to major strategic accounts, coordinate and communicate with customers and internal teams to drive issue resolution, lead root cause analysis efforts, monitor and manage service alerts and cases, support improvements in processes and workflows
Seniority
Senior, hands-on IC
