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Friday 12th March 2010

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HTOM (High Touch Operations Manager) / COA

- Supports delivery of High Touch Technical Support program to major accounts. .
- Ensures follow-up and closure of critical problems with large strategic customers
- Uses standard tool to receive alerts and monitor status of new customer service requests (cases) pushing through to resolution
- 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, NetMeeting, video conferencing and other collaboration methods.
- Co-ordinates root cause analysis upon customers request

The candidate will work in a team as a seamless extension of the UK based Advanced Services team. The candidate will cover normal UK business hours 9:00 to 17:30 Monday to Friday.

Skills required

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

Cisco Architecture & Technology Knowledge:

Understanding of networking technology, and the Service Provider environment

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 interpersonal skills.

Educational Background Recommended
Typically requires BS, CS, or University degree equivalent plus 4+ years experience in network engineering or telecommunications support environment. Advanced degree strongly preferred. CCNA required. CCNP is a plus.

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