Operations Manager

This is a fully remote position, open to applicants in Malaysia.

📋 Description

• Provide incident management services to key strategic accounts

• Ensure that critical issues are effectively addressed and resolved

• Collaborate and communicate with customers and internal teams to facilitate issue resolution

• Foster strong customer relationships throughout the support lifecycle

• Lead root cause analysis initiatives upon customer request

• Offer actionable insights and promote ongoing improvements

• Oversee and manage service alerts, cases, and status updates

• Guarantee timely resolution and exceptional customer satisfaction

• Support enhancements in processes and workflows to improve customer experience and team efficiency

⛳️ Requirements

• Bachelor’s degree with over 8 years of relevant experience in technical support, networking, or related fields

• Cisco CCNA certification

• Proven experience with Cisco architecture, networking technologies, and enterprise environments

• Demonstrated ability to manage customer engagement and coordinate cross-functional teams within a support or technical services setting

• Strong understanding of support processes, business requirements, and case management protocols

• Advanced knowledge of customer support processes

• Familiarity with ITILv4 frameworks (Direct Plan Improve and Drive Stakeholder Value preferred)

• Proficiency in English and Mandarin is essential to support Mandarin-speaking customers and stakeholders across the region

🏝️ Benefits

• Competitive salary and performance-based bonuses

• Comprehensive health and wellness benefits

• Opportunities for professional growth and development

• Flexible work arrangements and a supportive work environment

• Employee recognition programs and team-building activities