High Touch Operations Analyst

Nasze wymagania:
At least 2 years of experience in incident management, including case progression, escalation management and customer-facing communication.
Proven experience in managing incidents and escalations, coordinating resources and ensuring timely resolution.
Strong reporting and analytical skills, with the ability to interpret data and turn insights into clear business narratives.
Good knowledge of Microsoft Excel and PowerPoint, particularly for reporting and presenting information.
Ability and willingness to leverage AI tools to support reporting and improve work efficiency.
Excellent written and verbal communication skills in English.
Ability to translate complex technical information into clear, concise communications tailored to senior stakeholders and executives.
Strong customer relationship management and stakeholder coordination skills.
Excellent organisational and prioritisation abilities.
Confidence in handling high-severity incidents and communicating under pressure.
Analytical mindset and a proactive approach to problem-solving.
Ability to coordinate multiple teams and resources effectively.
Strong presentation skills and the ability to communicate complex information in a simple and structured way.
Customer-focused attitude and commitment to delivering high-quality service.
Ability to work independently while collaborating with international teams.

O projekcie:
We are looking for a High Touch Operations Analyst to join an international team supporting our client, Cisco Systems.
In this role, you will be responsible for coordinating the delivery of Expert Care services and providing operational support to Cisco customers. You will act as a key point of contact for customers' operational teams, helping them resolve incidents efficiently, minimise service disruptions and maximise network availability.
You will work closely with various Cisco teams and technical experts, ensuring smooth communication, effective incident management and high-quality customer service.

Zakres obowiązków:
Coordinate the delivery of Expert Care services, including PCM, TSOM and other support services.
Provide reactive operational support and build strong relationships with customers' Service Operations and Network Support teams.
Act as a key escalation point for customers, coordinating internal Cisco teams to ensure incidents are resolved as quickly and efficiently as possible.
Keep customers informed throughout the incident lifecycle and support postincident analysis.
Coordinate resources across Cisco, including Asset Managers, Learning Advisors and Technical Consulting Engineers, to maximise service availability and improve operational efficiency.
Prepare and deliver operational updates and reports to Cisco stakeholders.
Monitor open cases and action items, ensuring that agreed commitments and deadlines are met.
Lead the operational part of Quarterly Business Reviews (QBRs), presenting insights, demonstrating value and building customer trust.
Identify customer training needs and support the planning and delivery of relevant training activities.
Understand customers' business requirements and ensure alignment with Cisco services.
Identify, plan and coordinate the resources required to meet customer needs.
Drive the adoption and effective use of Expert Care services.
Use operational assessments to identify opportunities and recommend best practices to improve customers' operational processes.

Oferujemy:
Temporary Contract of Employment for 18 months, including a 3-month probationary period.
Flexible working model – fully remote work from anywhere in Poland or officebased work from our Kraków office.
Opportunity to work with Cisco Systems, a globally recognised technology company.
Multisport card.
Access to sports and fitness training sessions.
Private medical care through Lux Med.
Opportunity to work in an international environment and collaborate with global teams.
Professional development in incident management, customer operations and service delivery