Job Description

Abhidi Solution Your go-to IT Partner A global IT solutions provider constantly innovating with technology and working towards optimized solutions for its patrons. We help you meet your business goals!The RoleKey Objectives of the Role

• HTOM is a directly customer funded role who leads delivery of High Touch Expert Care services.
• Provides reactive support and builds a relationship with the customer\xe2\x80\x99s operational team(s), typically Customer Experience Centers, Service Operations or Network Support organizations.
• Co-ordinates all areas of Cisco to assist the customer in resolving their incidents as quickly as possible, maximizing availability. Acts as a point of escalation for the customer, keeping them updated throughout the life of their incident and assisting with an analysis of their incident after resolution.
• Co-ordinates other Expert Care resources (i.e. Asset Manager, Learning Advisor, Technical Consulting Engineers, High Touch Engineers) to maximize availability and increase the customer\xe2\x80\x99s operational efficiency.
• Leads the operational section of the Monthly Business Review (MBR) and Quarterly Business Review (QBR), building trust, articulating value and providing point of view.
• Develop and maintain strong relationship with customer and other Cisco teams.
• Possess detailed knowledge of customer\xe2\x80\x99s infrastructure, critical sites, operating procedures as agreed upon with customer
• Work closely with Day 1 Project engineering, BCS engineering, and System Engineering teams to provide input and guidance on technical operational issues and stay across all running and upcoming projects.
• Lead and drive cross functions, internal and external on critical outages and complex issues at the network level not just device level, turning around critical issues and customer sentiment
• Lead Root Cause Analysis (RCA) on escalated or recurring issues (problems) and driving discussions with the customer in RCA and PIR (Post Incident Review) readout sessions.
• Attend weekly/bi-weekly case review calls to drive resolution on reactive break/fix issues.
• May require outside business hour engagement for critical severity escalations..

• We are looking for the talent with the following qualities and skills:
• Have strong desire to lead
• A creative, positive and proactive can-do attitude and a willingness to learn new technologies, processes and procedures.
• No personal technology religion but ability navigate customer technologies in Core Mobility, ACI fabric, Virtualisation, Orchestration, SRv6, and DC Switching
• Ability to work in a fast-paced, high-pressured, cross functional, cross country, territory and theatre environment.
• Ability to work as a team player and to work with minimal supervision.
• Demonstrate high-level of maturity and confidentiality.
• Attention to detail and stellar interpersonal skills
• Possess strong presentation and communications skills to articulate and handle difficult conversations at all levels from engineering to Senior Leadership Team internal and external.

• Work within a company with a solid track record of success
• Join a well known brand within IT Services
• Great work environment

Abhidi Solution