Business Operations Manager
Cisco -
Riyadh, Saudi ArabiaPosted 4 years ago22People have clicked1 open position
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Job Description
- Supervises the activities of a CSE team with responsibility for results in terms of customer service satisfaction
- Implementation and monitoring of service levels required to increase customer satisfaction and resolve business process issues.
- Workload management among team members, including implementation of innovative ticket/case management techniques
- Mentors other managers in management and Cisco practices
- Assumes leadership role in CMS or cross-functional teams to drive service delivery and/or product improvements
- Participates in major cross-functional projects affecting Cisco business, product, or service leadership
- Identifies and works on issues that affect worldwide TAC teams
- Provides management guidance to all levels of exempt employees on accomplishing goals
- Work is reviewed and measured based on attainment of objectives and overall success of department.
- Prepare Monthly Service Reviews (MSRs) with key Customer and Cisco personnel. The MSR report details key operational metrics, provides a monthly view of CMS service delivery performance measured against agreed upon Service Level Objectives/Agreements (SLO/SLAs), and addresses outstanding CMS operational issues
- Prepare Quarterly Business Reviews (QBRs) with key Customer and Cisco personnel. The QBR report details month-over-month trending of key operational metrics, provides a quarterly view of CMS service delivery performance measured against agreed upon Service Level Objectives/Agreements (SLO/SLAs), and addresses outstanding CMS operational issues.
- Collaborative service level reporting (working with partner) including follow-up within Cisco and with the Customer on identified gaps to help ensure improved performance.
- Support Sales and Business Development in creation and successful execution of Statements of Work.
- Interact regularly with CMS Management regarding the delivery of services and on-going initiatives.
- Support Service Activation activities: providing Day 2 delivery SME support, review and revise operations manual and run books to ensure alignment of all key Cisco representatives in support of the customer.
Job Requirements
- BA/BS/BE qualified (favorable - IT, Computer Science, Electrical Engineering).
- 8+ years of experience in a technical management role in a NOC
- Should possess 2+ years-prior management experience is highly desirable
- Strong practical knowledge of troubleshooting Routing and Switching protocols BGP, EIGRP, OSPF, and STP
- Strong practical knowledge of protocols including Multicast, HSRP, TCP/IP, IPSEC, and Frame-Relay
- Strong practical knowledge of Cisco platforms including 6500, FWSM, and ISR series routers
- Complete understanding of and experience in leading a team in applying all elements of Technical Support
- Proven business and technical expertise and extensive customer service operation experience
- Experience in the systems integration of leading edge technology or large scale/multi-vendor networks.
- Direct experience with Managed Services industry including in-depth understanding of strategic and tactical components.
- Excellent working relationships with other customer service organizations within Cisco and with appropriate business units
- Ability to formulate and deliver complex presentations throughout Cisco and to customer technical departments
- Develop business reports using Adhoc Reporting tool
- Demonstrated industry awareness
- Ability to work in a fast-paced, high-pressured, cross functional, cross country, territory and theatre environment
- Demonstrate high-level of maturity and confidentiality
- Attention to detail and stellar interpersonal skills
- Possess core skills in: problem solving, negotiating, business writing, customer relationship management, effective presentation, and active listening.
Desired Skills:
- Experience in customer support and Network and System Operation, knowledge Routing Switching , Internet Gateway , Unified Communications and relevant technologies and the competitive marketplace.
- Should possess 6+ years-prior management experience is highly desirable.
- Complete understanding of and experience in leading a team in applying all elements of Technical Support
- Proven business and technical expertise and extensive customer service engineering experience
- Demonstrates strategic skills
- Excellent working relationships with other customer service organizations within Cisco and with appropriate business units
- Ability to formulate and deliver complex presentations throughout Cisco and to customer technical departments
- Demonstrated industry awareness
- Manages CSEs of all levels; generally responsible for a team of 20 to 30 + people
- CCIE (SP/RS/DC) or equivalent certifcate
- Bilingual (Arabic, English) is highly desired.
