Incident Coordinator

For our client we are currently looking for a Hight Touch Operations Manager 


  • HTOM is a directly customer funded role who leads delivery of Expert Care services (including PCM, TSOM and legacy TS/SP Advantage, FTS services).
  • Provides reactive support and builds a relationship with the customer’s operational team(s), typically Service Operations or Network Support.
  • 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) to maximize availability and increase the customer’s operational efficiency. •Leads the operational section of the Quarterly Business Review (QBR), building trust, articulating value and providing point of view.
  • An HTOM is typically designated to up to 5 customers and can be remote or on site.
  • Provide status reports to Cisco stakeholders.
  • Follow up on open action items and cases to ensure commitments are met.
  • Builds a relationship with customer’s operational team(s)
  • Identify need for and assist with delivery of customer training
  • Understands customers business requirements and aligns to Cisco services.
  • Identify, plan for and manage resource needs within Cisco.
  • Drives adoption of Expert Care services.
  • Uses Operational Assessments to recommend best practice processes to improve customer’s operations

Minimum Requirements (“Must have” Qualifications)

  • Excellent command of German and English
  • Experience in IT support
  • Customer care

Location: Krakow, Poland / Hybrid

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