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High Touch Operations Manager
hace 2 semanas
This role is based out of Madrid and requires onsite presence 5-days week.
Will involve working for Spanish public sector clients hence you may need to undergo an extensive background check process.
**What You’ll Do**
- HTOM is a customer role who leads delivery of Expert Care services
- Provides reactive support and builds a relationship with the customer’s operational team(s), typically Service Operations or Network Support.
- Co-ordinates all areas of Cisco to assist the customer in resolving their incidents as quickly as possible, maximizing availability.
- Acts as a point of escalation for the customer, keeping them updated throughout the life of their incident and assisting with an analysis of their incident after resolution.
- Co-ordinates other Expert Care resources (i.e. Asset Manager, Learning Advisor, Technical Consulting Engineers) to maximize availability and increase the customer’s operational efficiency.
- Leads the operational section of the Quarterly Business Review (QBR), building trust, articulating value and providing point of view.
**Who You’ll Work With**
- You will be part of the team that provides incident support to Spanish security services. You will be responsible to implement new incident support services and create a long-lasting relationship between Cisco (at all levels) and the team you will be working with.
**Who You Are**
- Mandatory requirements:
- Bachelors + 7 years of relevant experience, or Masters + 4 years of relevant experience.
- Advanced customer support process skills.
- Requires a solid understanding of the processes, procedures and systems used to accomplish the work and in-depth familiarity with the broader underlying concepts in own job family/job discipline.
- Technical background in Cisco technologies, or networking in general.
- English & Spanish speaker.
Nice to have requirements:
- ITIL, CAMP, PMP, SCRUM, CCNA
**Why Cisco?**
- #WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it? Well, for starters - with people like you
- Nearly every internet connection around the world touches Cisco. We’re the Internet’s optimists. Our technology makes sure the data traveling at light speed across connections does so securely, yet it’s not what we make but what we make happen which marks us out. We’re helping those who work in the health service to connect with patients and each other; schools, colleges, and universities to teach in even the most challenging of times. We’re helping businesses of all shapes and sizes to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world - whether through 5G, or otherwise.
- We tackle whatever challenges come our way. We have each other’s backs, we recognize our accomplishments, and we grow together. We celebrate and support one another - from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that).
- We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together we’re committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with technology, or through our actions.
- 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 #WeAreCisco
- #LI-SF1
U.S. employees have **access** to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings.
Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:
.75% of incentive target for each 1% of revenue attainment up to 50% of quota;
1.5% of incentive target for each 1% of attainment between 50% and 75%;
1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.
For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.
