High Touch Operations Manager (Mandarin Language Support)
Cisco is hiring a High Touch Operations Manager (Mandarin Language Support) for a remote role open to applicants in Malaysia. Level rates it ; you can apply on Cisco.
Level's read on this job
- Level rates this role Little AI ●○○○: aI is not part of the work.
- The posting lists this role as remote.
- Tools and skills the posting cites include Cisco Ccna, incident management and customer support.
- Level classifies it as a senior role.
- Level lists 1,500+ other open roles at Cisco.
AI in this role
High Touch Operations Manager delivering incident management and customer support for strategic enterprise accounts.
MEET THE TEAM
Welcome to the Global Enterprise (GES) Customer Experience (CX) team, a high-impact, strategic organization within Cisco’s broader Customer Experience (CX) Americas theater. GES CX serves as the primary trusted advisor and lifecycle delivery engine for the America's most iconic, complex, and mission-critical enterprise organizations across Financial Services, Healthcare, Manufacturing, Retail, and Technology.
Our teams bring deep industry acumen, architectural excellence, and customer-first execution to guide clients through complex digital transformations, AI-ready resilient infrastructure, and zero-trust security architectures. We partner across the entire customer lifecycle-from co-innovation and architectural vision to deployment, continuous optimization, and measurable business value realization-empowering our global enterprise customers to de-risk innovation and achieve transformative business outcomes.
YOUR 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.
MINIMUM QUALIFICATIONS
- 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).
- Proficiency in English and Mandarin is required to support Mandarin-speaking customers and stakeholders across the region.
PREFERRED QUALIFICATIONS
- Leadership experience with the ability to navigate teams, take initiative, and drive outcomes.
- Experience collaborating with engineers to identify, track, and resolve product or software defects.
- Strong understanding of technical support functions and customer lifecycle management.
- Intermediate ITIL knowledge with practical application in a customer support environment.
Why Cisco?
At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.
Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.
We are Cisco, and our power starts with you.
How we rate this
High Touch Operations Manager (Mandarin Language Support) at Cisco rates 0 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.
Little AI. AI is not part of the work.
- ●●●● Builds AI80 to 100
- ●●●○ Works on AI60 to 79
- ●●○○ Uses AI40 to 59
- ●○○○ Little AI0 to 39
Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.
Prepare for this job
Built from this posting and from similar jobs on Level.
Skills and AI tools this role asks for
Questions you could be asked
- Tell me about a project where incident management was part of your work. What did you do?
- Tell me about a project where customer support was part of your work. What did you do?
- Tell me about a project where root cause analysis was part of your work. What did you do?
- Tell me about a project where networking was part of your work. What did you do?
- Tell me about a project where mandarin was part of your work. What did you do?
Adapt your resume
- List these exact terms on your resume: Incident Management, Customer Support, Root Cause Analysis, Networking, and Mandarin. An applicant tracking system matches the wording, not the idea.
- Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.
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