My primary role as a High Touch Operations Manager with Cisco was to ensure network stability for my customer, Time Warner Cable. This was accomplished through proactive monitoring to assess for any potential risks, trending analysis to expose areas of concern or opportunities for improvement, and driving high priority incidents to conclusion.
All high priority network impacting incidents were driven by myself. When case escalation was needed, I would reach out to the necessary personnel (NCE's, CSE's, BU, SSM, etc.) to facilitate a troubleshooting session with the customer and drive the call to ensure customer satisfaction.
Trending analysis was reviewed on a weekly basis with both Cisco engineers and TWC management. The analysis included review of all high severity cases for the week, trends on all cases opened during the current calendar year, RMA's, bugs, RA's, and ongoing/upcoming network changes. Feedback was also solicited in order to make adjustments to the trending data presented to ensure we delivered content relevant to the customer's needs. This analysis was also shared with TWC executive staff on a quarterly basis.