Cisco Hiring High Touch Operations Analyst (Bangalore)

High Touch Operations Analyst

This posting is intended to advertise potential opportunities. The exact role may not be open today but could become available in the near future. Applicants may be contacted by a Cisco representative if a suitable position becomes available.

Meet the Team

The Global CXC Expert Care Team is part of Cisco's Customer Experience (CX) organization and focuses on delivering operational excellence and strong customer satisfaction. The Expert Care team works in a collaborative environment that prioritizes customer success and high quality service delivery across global IT services.

Your Impact

As a High Touch Operations Analyst (HTOA), you will serve as a trusted advisor and a key contact for Cisco's top customers. The role focuses on supporting customer operations, improving service availability, and maintaining strong working relationships with stakeholders.

• Act as the primary point of contact for customers and internal teams regarding operational issues, ensuring timely resolution.
• Build and maintain relationships with customer stakeholders, executive decision makers, and Cisco internal teams.
• Maintain detailed knowledge of the customer's infrastructure, critical locations, and agreed operational procedures.
• Ensure timely resolution of incidents and service requests by coordinating with support teams such as TAC and HTTS.
• Track escalation updates, monitor case backlogs for closure, and maintain records within customer management systems.
• Organize case review calls with customer stakeholders.
• Apply knowledge of Cisco products, services, and technologies to address operational and business challenges.
• Use Excel, PowerPoint, and other data tools to convert raw data into meaningful insights.
• Prepare monthly and quarterly review presentations for internal stakeholders.
• Follow up on open actions and cases to ensure commitments to customers are met while providing clear and timely communication.
• Support reporting, analytics, and presentations related to customer operations.

Minimum Qualifications

• Bachelor's degree with no prior experience, or four years of related experience.
• Working toward relevant associate level certifications such as CCST or CCNA.
• Hands-on experience with Microsoft Excel and Microsoft PowerPoint.
• Understanding of ITIL processes including incident, problem, and change management.

Preferred Qualifications

• ITIL 4 Foundation or CCNA certification.
• Familiarity with Cisco products and networking technologies.
• Experience with reporting and analytics tools such as Excel, PowerPoint, PowerBI, or Tableau.
• Ability to operate in a fast-paced, cross-functional and global environment.