Operations Manager ( Japanese speaker)

We are an end-to-end information technology services and solutions provider, working with leading organizations from the Financial Services, Technology, Communications & Media, Manufacturing & Retail, Energy and Utilities and various other domains. Abhidi delivers highly responsive and innovative solutions that help clients to align their IT strategy with their business goals and address the most important IT needs today.We deliver a full portfolio of services that include IT Consulting, Application Development and Management, Independent Testing, Outsourced Product Development, Enterprise Software Solutions, Business Intelligence & Data Warehousing as well as Resource Augmentation. Also we engage in providing Training, Managed and Infrastructural Services.Our focus is on delivering superior returns to clients through our cost-effective, efficient, high-value services that run on excellent in-house processes. We are deeply committed to the steady pursuit of our long-term goals and aspirations through service excellence and industry expertise. We strive to consistently deliver on commitments and exceed customer expectations by addressing organizations' business-specific needs using our superior technical expertise and world class infrastructure.

The Role

Job Title : Operations Manager : Japanese Speaker

Work Location : Kuala Lumpur

Job Type : Permanent

Job Requirements

As Operations Manager, you will help customers maximize network availability and functionality to meet their business goals. Acting as face to the customer, you will lead the delivery of High Touch Expert Care services, handling escalations, and providing operational leadership. You’ll work alongside seasoned engineers and coordinate multiple disciplines to resolve complex challenges, ensuring customer satisfaction and building trust through exceptional service. As part of High Touch Expert Care (HTEC) organization, you will join a dynamic and fast-paced team responsible for managing technical support for some of critical customers. This role offers a unique opportunity to gain insight into the IT services industry, from pre-sales to ongoing support, while directly engaging with key clients and collaborating with Technical Service organizations.

Key Responsibilities :

• Lead the delivery of High Touch Expert Care services, establishing strong relationships with customer operational teams.
• Act as the primary escalation point, coordinating Cisco resources to resolve incidents quickly and maximize network availability.
• Organize and lead Monthly and Quarterly Business Reviews, presenting insights and demonstrating value to the customer.
• Maintain detailed knowledge of the customer's infrastructure, critical sites, and procedures.
• Work closely with internal teams, including Project Engineering, BCS Engineering, and Systems Engineering, to provide guidance on operational issues.
• Lead Root Cause Analysis for escalated issues and participate in Post Incident Review sessions.
• Drive case resolution through weekly or bi-weekly case review calls and be available for critical escalations outside business hours when required.
• Strong leadership qualities with a proactive, solution-oriented approach.
• Ability to adapt to and learn new technologies across Core Mobility, ACI Fabric, Virtualization, Orchestration, SRv6, and DC Switching.
• Demonstrated maturity, confidentiality, and attention to detail.
• Excellent interpersonal and communication skills, able to handle challenging conversations with both customers and senior leadership.
• Capable of working in a high-pressure, cross-functional environment with minimal supervision.
• Have strong exposure to ITSM.

Ideal Profile

Skills & Requirements

What's on Offer?