High Touch Operations Analyst

Job Description

Who You LL Work With

Global CXC Expert care Teams are priority expert advisors to expedite issue resolution and enhance operational efficiency. Focusing on strategic accounts and enterprise businesses with mission-critical network operations, Expert Care Services deliver the premium operational and technical expertise to improve network availability and meet changing business demands.

What You LL Do

• Possess an ability to assess the criticality of situations and determine the optimal path to resolution. Excellent interpersonal skills are warranted for presenting directly with customers and partners during high severity issues.
• Act as customer’s strategic support consultant. Assist with kickstarting services, onboarding and guiding personnel and setting up right expectations.
• Establish deep customer relationships, interfacing with and influencing operational executives on customer accounts.
• Support Proactive addressal of business or operational constraints, identify and fix knowledge gaps to ensure customer success.
• Collaborate and support cross-functional teams in solving diverse incident issues or driving operational efficiency.
• Apply understanding of Cisco’s offer portfolio in effectively addressing current and future customer operational and business challenges.
• Use industry standard methodologies and aiding with understanding of the customer’s operational model.
• Generate Monthly and Quarterly reviews for internal and external partners.
• Participate in weekly cadences to review transactional issues.
• Providing periodic and ad hoc report analytics based on customer request.
• Balance multiple customers for aforementioned needs remotely.
• The role calls for data review and trend analysis identifying the wholistic problems in customer environments to strengthen the customer's network with proactive solution suggestions and analytics.

Who You Are

• Bachelors + 3 years of related experience, or Masters + 1 years of experience
• ITILV3 SO, ITIL 4 Foundation desirable.
• Skilled with reporting and analytic tools like Excel, Microsoft PowerPoint etc.
• Support resources during critical situations and behaviours to resolve incidents.
• Excellent communication skills demonstrating understanding of stakeholders’ expectations.
• Ability to consolidate data from various sources and develop coherent executive messaging.
• Demonstrate a solid sense of ownership, impartiality, and integrity.
• Excellent time management and work prioritization skills.
• Experience with or be able to quickly learn Cisco escalation processes.
• An orientation towards customer experience management.

Why Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.

We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (36 years strong) and only about hardware, but we’re also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do – you can’t put us in a box!

But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.

So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us!