Cisco

High Touch Operations Manager

Cisco$123K — $156K *
Technical Services
8 - 10 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's degree with 8+ years in technical support, networking, or related fields.
  • Cisco CCNA certification required.
  • Experience with Cisco architecture and enterprise networking technologies.
  • Ability to manage customer engagement and coordinate cross-functional teams.
  • Strong understanding of support processes and case management procedures.
  • Advanced knowledge of ITILv4 frameworks related to customer support processes.

Responsibilities

  • Deliver incident management services to major strategic accounts.
  • Coordinate with customers and internal teams for effective issue resolution.
  • Lead root cause analysis to drive continuous improvement.
  • Monitor service alerts and manage case status for timely closure.
  • Support process and workflow improvements to enhance customer experience.

Benefits

  • Opportunity to work with major strategic accounts and directly influence customer satisfaction.
  • Engagement in continuous improvement and root cause analysis efforts with a focus on actionable insights.
  • Collaboration with cross-functional teams, enhancing team efficiency and skill development.
  • Exposure to ITILv4 frameworks, providing professional growth in customer support processes.
Full Job Description
The application window is expected to close on: 08/31/2026
Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received.

YOUR IMPACT
Deliver incident management services to major strategic accounts, ensuring critical problems are addressed and resolved efficiently. Coordinate and communicate with both customers and internal teams to drive issue resolution and maintain strong relationships throughout the support lifecycle. Lead root cause analysis efforts when requested by customers to provide actionable insights and continuous improvement. Monitor and manage service alerts, cases, and status updates to ensure timely closure and exceptional customer satisfaction. Support improvements in processes and workflows to enhance the overall customer experience and contribute to team efficiency.

MINIMUM QUALIFICATIONS

- Bachelor's degree with 8+ years of relevant experience, in technical support, networking, or related fields.

- Cisco CCNA

- Demonstrated experience with Cisco architecture, networking technologies, and enterprise environments.

- Proven ability to manage customer engagement and coordinate cross-functional teams in a support or technical services environment.

- Solid understanding of support processes, business requirements, and case management procedures.

- Advanced knowledge of customer support processes, with familiarity in ITILv4 frameworks (Direct Plan Improve desirable, Drive Stakeholder Value desirable).

PREFERRED QUALIFICATIONS

- Leadership experience with the ability to navigate teams, take initiative, and drive outcomes.

- Experience collaborating with engineers to identify, track, and resolve product or software defects.

- Strong understanding of technical support functions and customer lifecycle management.

- Intermediate ITIL knowledge with practical application in a customer support environment.

- Bilingual fluency in Canadian French and English is highly desirable.

"Cisco may use AI Tools to review candidate-provided details-such as skills, experience, location, and education-to determine how closely candidates match job criteria. AI Tools are intended to guide and support the recruitment team in identifying and prioritizing candidates but are not used in isolation or without human judgment. For more information about Cisco's use of AI, please see the Job Candidate Privacy Statement found here."

About Cisco

Cisco Careers

Join the vibrant team at Cisco, a global leader in networking and cybersecurity solutions, where innovation and leadership thrive. Cisco offers a plethora of job opportunities that cater to a range of skills and experiences, making it an ideal place for both seasoned professionals and those seeking an internship to jumpstart their career. Work You’ll Do At Cisco, you’ll be part of a culture that values diversity, leadership, and professional growth. Engage in work that matters with a team that combines technology, creativity, and the power of human connection to redefine networking. Cisco’s commitment to innovation isn’t just about technology, but also about transforming the way we work and collaborate. Cisco’s employment philosophy supports career advancement and nurtures a leadership pipeline that is equipped with diversity training and opportunities for growth. Whether you’re applying your skills to drive our latest innovations or using our vast networking capabilities to solve complex problems, at Cisco, every role is impactful. Join Our Dynamic Team Explore job opportunities in areas ranging from engineering to marketing, sales to cybersecurity. Cisco is hiring individuals who are passionate, curious, and ready to drive change. Positions at Cisco offer competitive benefits, a supportive culture, and the chance to work with cutting-edge technology. Internship Programs Kickstart your career with a Cisco internship. Gain invaluable industry experience, enhance your resume, and build professional networks that last a lifetime. Our internships provide hands-on experience and the chance to work on projects that matter. Leadership and Development Cisco is committed to fostering leadership skills and providing employees with the training needed to succeed. Our leadership programs help you develop new skills, manage teams effectively, and lead with confidence. Cisco’s commitment to professional development ensures that your career path is as dynamic as our technologies. Benefits and Culture Cisco understands the importance of a balanced life. Our benefits package is designed to ensure that our team members are healthy, happy, and secure. At Cisco, you’ll find a supportive culture that encourages open communication, teamwork, and mutual respect. Stay Connected Join Cisco’s Talent Network Stay informed about new positions that match your skills and interests. At Cisco, we value the curiosity and unique perspectives of our team members. Subscribe to receive personalized job alerts and insider tips directly from our hiring managers. Explore Cisco Jobs Ready to advance your career at Cisco? Search open positions, prepare your resume, and get ready for an interview that could lead to your next big opportunity. At Cisco, we’re not just filling positions—we’re investing in leaders. Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. READ CAREERS BLOG Job Alert Emails Customize your subscription to receive job alerts, the latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding career opportunities that await you at Cisco.
Learn more about Cisco
Size
79,500 employees
Market Cap
$194.5 billion
Industry
Net Income
$10.1 billion
Founded
2014
5 Year Trend
+1.4%
Revenue
$48 billion
NASDAQ

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