Responsibilities
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 area of improvements.
• Manage the 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 in order to make more effective issue resolution.
• Keep track of customer’s network activities, and proactively provide operation advices and arrange TAC standby as required.
• Leverage different resources in Cisco & all ecosystem parties to prioritize resolving customer’s issues, proactive escalate if required.
• Manage customer’s contract, and proactively monitor depot sparing status
• Share operational best practices with customer
• Provide training to customer’s on TAC processes, as well as share cisco.com knowledge base and other Cisco troubleshooting tools
• Focal point for all customer escalations on operational issues
• Promote Cisco services value, partner with related teams to position the right support model to the engaged account.
• More capable candidate could step up as Service Manager who manage the Cisco service engagement holistically.
Must Have
· Typically require BS/CS/Business or equivalent plus 3-5 years’ experience at least in a network or telecommunications support environment.
· Experienced in manage customer, especially in network operation environment.
· Strong sense of accountability, and able to collaborate with cross functional team and work under pressure
· Strong analytical skills
· Strong communication skill.
· Good account management skills.
· ITIL certification is a plus. Company could consider support on develop in ITIL certification.
· Fluency in Cantonese and English.
To Apply：
- Recruitment@mtscloud.com
