Location: Navi Mumbai

Experience: Relevant experience in IT Operations / Customer Operations / Service Management

Certification: ITIL V4 Foundation preferred; CCNP / CCNA / PMP / PRINCE2 is an added advantage

Role Overview

We are looking for an experienced Operations Manager who will act as the primary point of contact for customer and internal teams, managing critical operational and technical issues while driving service improvement and customer satisfaction.

The ideal candidate should have robust customer management, operational governance, analytical, presentation, and stakeholder management skills, along with the ability to manage complex incidents and drive issues through the customer and Cisco escalation chain.

Key ResponsibilitiesCustomer & Operations Management

Act as the single point of contact (SPOC) for customer and internal teams on operational issues.
Manage high-profile and critical technical issues within the customer organization and across the Cisco escalation chain.
Build and maintain strong relationships with key customer stakeholders and decision-makers.




Understand customer operational processes and coordinate with customers, partners, Cisco teams, and other stakeholders to improve issue resolution.
Coordinate technical issues, customer requirements, escalations, and operational activities.

Service Improvement & Operational Excellence

Identify operational gaps and areas for continuous improvement.
Analyse operational performance and formulate strategies to improve service delivery and customer experience.
Drive continual improvement initiatives to optimize customer perception of service and support.
Review existing operational processes and recommend improvements for better efficiency and faster resolution.

Reporting & Governance

Conduct regular trend analysis to identify recurring issues, operational patterns, and improvement areas.
Lead and participate in Weekly Reviews, Monthly Reviews, and Quarterly Business Reviews (QBRs).
Prepar

📌 Operations Manager (Navi Mumbai)
🏢 Neev
📍 Navi Mumbai