High Touch Operations Analyst

Doha, Qatar
Cisco Systems
20 Current Jobs Openings
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Job Description

While reading our job description, please remember - we understand from experience that not ticking every box on the skills sections stops many from applying. You should apply if you feel you are the right person for the job and have the aptitude to learn and deliver results .
What You’ll Do
  • Supports delivery of Expert Care program to major accounts.
  • Ensures follow-up and closure of critical problems with large strategic customers
  • 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, Webex, video conferencing and other collaboration methods.
  • Co-ordinates root cause analysis upon customers request
Skills and experience 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 and Arabic 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 Business Unit 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 and/or Enterprise IT environment
  • Educational Background Recommended
  • Typically requires BS, CS, or University degree equivalent plus 4+ years experience in network engineering or telecommunications/IT support environment. Advanced degree strongly preferred.
  • ITIL v3 Foundation certification is required, ITIL Service Operation is a plus
Why Cisco #WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all. We embrace digital, and help our customers implement change in their digital businesses. Some may think we're "old" (36 years strong) and only about hardware, but we're also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do - you can't put us in a box! But "Digital Transformation" is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.) Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward. 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! #LI-Hybrid

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Job Detail

  • Job Id
    JD1424771
  • Industry
    Not mentioned
  • Total Positions
    1
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
    Permanent
  • Job Location
    Doha, Qatar
  • Education
    Not mentioned
 
 
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