Job Description:

• Designated to customer’s network to provide a point of contact for operations and process issues
• Understand customer’s business goals and align the network operations supporting them
• Prioritization and support customer to open TAC Service Requests (SR)
• Conduct trend analysis on customer’s issues (e.g., by product type, case priority, IOS, and RMA)
• Identify and analyze operational areas of improvement
• Manage effective communications within different levels of customer’s organization, Cisco Partner’s organization, and Cisco
• Understand current customer operations processes and partner with related parties (customer/partner/Cisco team) to streamline customer/vendor operation support processes for more effective issue resolution
• Keep track of customer’s network activities and proactively provide operation advice and arrange TAC standby as required
• Leverage different resources in Cisco & all ecosystem parties to prioritize resolving customer’s issues, proactively escalate if required
• Manage customer’s contract and proactively monitor depot sparing status
• Share operational best practices with the customer
• Provide training to the customer on TAC processes and share cisco.com knowledge base and other Cisco troubleshooting tools
• Focal point for all customer escalations on operational issues
• Promote Cisco services value and partner with related teams to position the right support model to the engaged account
• More capable candidates could step up as Service Managers who manage the Cisco service engagement holistically

Deliverables

• Produce a regular report of the customer Service Requests (SR), including:
• Current status of the issue – business impact
• Progress of the defined action plan
• Issues prioritized
• Any correlation amongst different customer SRs identified
• Manage regular SR review meetings to ensure:
• Right resources from Cisco and customer are engaged and fully aware of the action plan
• Business impacts are clearly understood and considered
• Effective execution of a communication plan with all levels of the customer’s organization for critical issues
• Quarterly review and report of customer’s network activities and operations, case trends analysis by product type, case priority, IOS, and RMA
• The report should include key analysis, executive summary, and recommendations on training and operational processes
• Provide recommendations on operational abnormalities and gaps identified
• Proactively manage TAC/FTS resource standby for major customer events
• Provide training to the customer on TAC processes and share cisco.com knowledge base and troubleshooting tools
• More capable candidates acting as Service Managers should develop and execute the Account Engagement plan that covers the whole customer service lifecycle

Skills and Experience

• Typically requires a BS in CS/Business or equivalent with at least 3-5 years of experience in a network or telecommunications support environment
• Experienced in managing customers, especially in a network operation environment
• Strong sense of accountability, able to collaborate with cross-functional teams, and work under pressure
• Strong analytical skills
• Strong communication skills
• Good account management skills
• ITIL certification is a plus (Company may support ITIL certification development)
• Fluency in Cantonese and English

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