High Touch Operations Manager
Core
Deliver incident management services and coordinate issue resolution for major strategic enterprise accounts in Financial Services, Healthcare, Manufacturing, Retail, and Technology.
Role type
Senior IC operations manager (incident management & customer support)
Builds
Incident resolution workflows and customer satisfaction metrics for mission-critical enterprise clients
Domain
Enterprise IT infrastructure & customer support
Deliverable
client delivery
Required skills
Incident management, root cause analysis, cross-functional coordination, case management, ITILv4 frameworks, Cisco architecture knowledge, Mandarin fluency
Preferred skills
Leadership experience, defect tracking with engineers, customer lifecycle management
Technologies
Cisco networking technologies, ITILv4
Responsibilities
Manage service alerts and status updates, lead root cause analysis, coordinate with internal teams and customers, support process improvements
Seniority
Senior, hands-on IC
