Mustafa Zidan

High Touch Operations Manager at cisco

• Saudi Arabia - Riyadh
• My current job since February 2013

(High Touch Operations Manager) Feb 2013 to Present
Cisco Systems, Saudi Arabia
- I am the dedicated High Touch Operations Manager (HTOM) for Mobily and Zain accounts and the backup HTOM for SNFN/KAUST/SABIC accounts. Below is the HTOM’s roll description:
o Following up on the Technical Cases opened by Cisco Customers, that includes hardware Failures and Replacement, following up with Technical Support and Cisco development teams
o Reporting and communications, that includes weekly reports to be sent internally and to the customer, quarterly reporting and generating for Trending Reports.
o Attending technical meetings with the customer and leading technical calls. That includes documenting Minutes of meetings, sharing the progress of Technical Cases and agreeing with the customer on the actions plan to move forward..