Operations Manager

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 strong 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).
• Prepare and present operational performance reports, trends, key issues, action items, and improvement plans.
• Use data analytics to support decision-making and provide actionable insights to customer stakeholders and internal leadership.
  

Incident & Escalation Management

• Take ownership of critical incidents and ensure timely coordination across relevant teams.
• Manage escalations effectively and ensure proper communication with customers and internal stakeholders.
• Develop and present clear incident/problem stories, including:
• What happened
• How was the issue identified
• What actions were taken
• What was the business/customer impact
• What was the final resolution
• What preventive or improvement actions were implemented
• Ensure lessons learned are documented and translated into continual improvement initiatives.
  

Customer Engagement & Strategic Support

• Act as the go-to person for customer operational requirements and escalations.
• Provide guidance and operational insights to customer decision-makers and executives.
• Conduct effective presentations for customer stakeholders and internal leadership.
• Support customers as a strategic service and support consultant by identifying opportunities to improve operational performance.
  

Required Skills & Knowledge

• Strong experience in IT Operations / Service Operations / Customer Operations Management.
• Excellent customer and stakeholder management skills.
• Strong experience in critical incident and escalation management.
• Ability to perform trend analysis and operational data analytics.
• Experience conducting weekly, monthly, and quarterly operational reviews.
• Strong presentation and communication skills.
• Ability to analyse operational issues and drive continual improvement.
• Strong problem-solving and decision-making capabilities.
• Ability to coordinate effectively across customer, partner, and internal technical teams.
• Candidates should be able to clearly articulate interesting incidents, problems handled, actions taken, outcomes achieved, and lessons learned.
  

Technical Exposure

• Experience with Cisco products and technologies is a strong advantage.
• CCNP certification and hands-on Cisco product experience will be a value add.
• Working knowledge of enterprise networking and technical support operations is preferred.
  

Certifications
Mandatory / Preferred

• ITIL V4 Foundation – Preferred
• CCNP – Value Add
• CCNA – Plus
• PMP – Plus
• PRINCE2 Practitioner – Plus
  

Key Candidate Evaluation Areas
Candidates Should Demonstrate Practical Experience In

• Critical Incident & Escalation Management
• Customer & Stakeholder Management
• Trend Analysis & Operational Reporting
• Weekly / Monthly / Quarterly Reviews
• Continual Service Improvement
• Data Analytics & Presentation
• Cisco Networking Exposure
• Incident/Problem Storytelling with Measurable Outcomes
  

Skills: operational reviews & reporting,continual service improvement,it operations & service management,trend analysis & data analytics,critical incident & escalation management,customer & stakeholder management