High Touch Operations Manager
Core
Act as a trusted advisor and escalation point for strategic enterprise customers, driving rapid incident resolution and successful adoption of premium support services.
Role type
Senior IC operations manager (service delivery)
Builds
Premium support services and operational reviews for key enterprise customers
Domain
IT Service Management / Networking
Deliverable
client delivery
Required skills
Service delivery management, stakeholder engagement, incident and problem management, Cisco product knowledge, IT infrastructure understanding, QBR delivery
Preferred skills
Cisco certifications (CCNA/CCNP), ITIL certification, Project Management certification
Technologies
Cisco products, IT infrastructure
Responsibilities
Lead delivery of premium support services, manage escalations and coordinate internal teams, build relationships with customer stakeholders, deliver operational reviews and QBRs, drive adoption of support services
Seniority
Senior, hands-on IC
