High Touch Operations Manager

Cisco

High Touch Operations Manager driving customer experience transformation and support for Cisco. Leading incident management and ensuring efficient resolution for strategic accounts.

Posted 7/15/2026full-timeKanata • 🇨🇦 CanadaSeniorLead💰 CA$123,500 - CA$156,400 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in incident management and customer support processes, with a strong focus on Cisco architecture and networking technologies. Proven ability to lead cross-functional teams and drive continuous improvement in service delivery and customer satisfaction.

Highest-signal resume keywords

Cisco CCNACisco ArchitectureNetworking TechnologiesITILv4 FrameworksCustomer Engagement Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ManagementRoot Cause AnalysisCase Management ProceduresSupport ProcessesTechnical Support Functions

Soft Skills

CommunicationLeadershipCollaborationInitiativeCustomer Relationship Management

Certifications & Qualifications

Cisco CCNA

Industry Keywords

Enterprise EnvironmentsCustomer Lifecycle ManagementITILv4Service AlertsContinuous Improvement

About the role

Key responsibilities & impact

Deliver incident management services to major strategic accounts, ensuring critical problems are addressed and resolved efficiently.
Coordinate and communicate with both customers and internal teams to drive issue resolution and maintain strong relationships throughout the support lifecycle.
Lead root cause analysis efforts when requested by customers to provide actionable insights and continuous improvement.
Monitor and manage service alerts, cases, and status updates to ensure timely closure and exceptional customer satisfaction.
Support improvements in processes and workflows to enhance the overall customer experience and contribute to team efficiency.

Requirements

What you’ll need

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 in a support or technical services environment.
Solid understanding of support processes, business requirements, and case management procedures.
Advanced knowledge of customer support processes, with familiarity in ITILv4 frameworks (Direct Plan Improve desirable, Drive Stakeholder Value desirable).
Preferred: Leadership experience with the ability to navigate teams, take initiative, and drive outcomes.
Preferred: Experience collaborating with engineers to identify, track, and resolve product or software defects.
Preferred: Strong understanding of technical support functions and customer lifecycle management.
Preferred: Intermediate ITIL knowledge with practical application in a customer support environment.
Preferred: Bilingual fluency in Canadian French and English is highly desirable.

Benefits

Comp & perks

Medical, dental and vision insurance
401(k) plan with a Cisco matching contribution
Paid parental leave
Short and long-term disability coverage
Basic life insurance
10 paid holidays per full calendar year
1 floating holiday for non-exempt employees
1 paid day off for employee’s birthday
Paid year-end holiday shutdown
4 paid days off for personal wellness determined by Cisco
16 days of paid vacation time per full calendar year
Flexible vacation time off program
80 hours of sick time off provided on hire date and each January 1st thereafter
Optional 10 paid days per full calendar year to volunteer
Annual bonuses for non-sales roles