Location: Riyadh, KSA
Notice Period: Only Immediate joiners OR not longer than 30 days’ Notice Period.
Job Description:
- 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 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
- Identify, plan for and manage resource needs within.
- Drives adoption of Expert Care services.
If you are interested in this opportunity, please send your resume to amer.ali@flint-international.me ensure the position name is included in the subject line.