Job Title: High Touch Operations Manager (HTOM)
Location: Malaysia
Team: High Touch Expert Care (HTEC)
Industry: IT Services, Networking, Customer Support
Must Have : Japanese Professional language skills (N1,N2)
Are you ready to take your career to the next level and work with some of most prominent customers
We're looking for a High Touch Operations Manager (HTOM) to join our dynamic and fast-paced team within the High Touch Expert Care (HTEC) organization. In this role, you'll lead the technical support and operational oversight for key customers, driving network optimization, issue resolution, and customer satisfaction.
As an HTOM, you'll be a visible leader, managing critical support services and working closely with Clients internal teams and customers. You'll have the opportunity to collaborate with experts in various fields and deepen your knowledge of cutting-edge technologies and IT service management.
What You'll Do:
- Lead and Manage: Oversee the delivery of High Touch Expert Care services, ensuring fast, efficient resolution of incidents and maximizing network availability for our customers.
- Customer Relationship Management: Serve as the primary point of contact for client largest customers, building strong relationships with operational teams, Customer Experience Centers, and Network Support teams.
- Cross-Functional Coordination: Collaborate with multiple teams, including Technical Consulting Engineers, Asset Managers, and High Touch Engineers, to drive operational excellence and deliver customer value.
- Incident Management: Act as the escalation point for critical incidents, ensuring clear communication and swift resolution while maintaining customer trust. Lead Root Cause Analysis (RCA) sessions for escalated or recurring issues.
- Business Reviews & Reporting: Lead the operational components of Monthly Business Reviews (MBR) and Quarterly Business Reviews (QBR), presenting value-driven insights to customers and stakeholders.
- Continuous Improvement: Stay ahead of new technologies and operational challenges, offering input on upcoming projects and proactively identifying opportunities to optimize customer network operations.
What We're Looking For:
- Leadership Drive: You're a natural leader, eager to take on complex challenges and drive results in a fast-paced environment.
- Customer-Centric Mindset: You're empathetic, patient, and focused on delivering exceptional service and building long-lasting customer relationships.
- Technical Expertise: Strong understanding of core networking technologies (e.g., ACI fabric, SRv6, DC Switching, Virtualization, Orchestration), with a willingness to learn and adapt.
- Problem Solver: Ability to drive resolution in high-pressure situations, with a focus on long-term operational efficiency and reducing downtime.
- Effective Communicator: Excellent presentation and communication skills, capable of engaging with stakeholders at all levelsfrom engineers to senior leadership.
- Cross-Functional Collaboration: Comfortable working with diverse teams across regions and business functions to solve complex issues.
Required Qualifications:
- Education & Experience:
- Bachelor's degree + 5 years of relevant experience, OR
- Master's degree + 3 years of relevant experience
Certifications:
- ITIL v4 Foundation certification (required)
- ITIL v4 Create Deliver & Support (desirable)
- CCNA (optional)
Skills & Competencies:
- Strong customer support process skills
- Experience with incident management, Root Cause Analysis (RCA), and Post-Incident Reviews (PIR)
- Ability to work autonomously and as part of a global team
