# High Touch Operations Manager (Mandarin Language Support)

**Company**: Cisco
**Location**: Kuala Lumpur
**Work arrangement**: remote
**Experience**: senior
**Job type**: full-time
**Category**: Operations
**Industry**: Technology

**Apply**: https://cisco.wd5.myworkdayjobs.com/en-US/Cisco_Careers/job/Kuala-Lumpur-Malaysia/High-Touch-Operations-Manager_2023183-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_d5e46270-372

## Description

We are seeking a High Touch Operations Manager (Mandarin Language Support) to join our Global Enterprise (GES) Customer Experience (CX) team at Cisco.

As a High Touch Operations Manager, you will deliver incident management services to major strategic accounts, ensuring critical problems are addressed and resolved efficiently. You will coordinate and communicate with both customers and internal teams to drive issue resolution and maintain strong relationships throughout the support lifecycle. Additionally, you will lead root cause analysis efforts when requested by customers to provide actionable insights and continuous improvement.

Responsibilities:

- Deliver incident management services to major strategic accounts

- Coordinate and communicate with customers and internal teams

- Lead root cause analysis efforts

- Monitor and manage service alerts, cases, and status updates

- Support improvements in processes and workflows

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

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

- Advanced knowledge of customer support processes, with familiarity in ITILv4 frameworks

- Proficiency in English and Mandarin

Preferred Qualifications:

- Leadership experience

- 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

## Skills

### Required
- Cisco CCNA
- Cisco architecture
- networking technologies
- enterprise environments
- customer support processes
- ITILv4 frameworks
- English
- Mandarin

### Nice to have
- leadership
- collaboration with engineers
- technical support functions
- customer lifecycle management
- ITIL knowledge

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Source: [Apply at cisco.wd5.myworkdayjobs.com](https://cisco.wd5.myworkdayjobs.com/en-US/Cisco_Careers/job/Kuala-Lumpur-Malaysia/High-Touch-Operations-Manager_2023183-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)