{"id":1253972,"url":"https://alion.io/job/mts-global-high-touch-operations-manager","title":"High Touch Operations Manager","company":{"id":3806785,"name":"Mts Global","domain":"mtscloud.com","url":"https://alion.io/company/mts-global-2","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Management","role_family":"Management","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Singapore"],"countries":["SG"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":10000,"max":15000,"currency":"SGD","period":"month","gross":true,"usd_annual":140940},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Incident Management","optional":true},{"name":"SLI/SLO/SLA","optional":true}],"status":"live","first_seen_at":"2026-09-21T00:00:00Z","employer_posted_date":null,"last_verified_at":"2026-09-21T00:00:00Z","board_verified":false,"closed_at":null,"days_open":21,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":21},"description":"High Touch Operations ManagerAbout the Role\nWe are seeking an experienced High Touch Operations Manager to act as the primary operational contact for key enterprise customers.\nYou will coordinate customer support activities, manage technical escalations and work closely with cross-functional technical teams to ensure issues are resolved promptly. This is a highly visible, customer-facing position requiring strong service-delivery, stakeholder-management and communication skills.\nThe successful candidate should possess a good understanding of networking technologies and be able to manage challenging customer situations professionally under pressure.\nKey Responsibilities\nServe as the primary point of contact for customer operational matters, technical issues and service escalations.\nBuild and maintain strong working relationships with customers, internal management and technical-support teams.\nRepresent customer requirements and priorities to post-sales support teams and other relevant stakeholders.\nMonitor support cases, escalations, action items and service commitments to ensure timely resolution.\nProvide regular updates to customers regarding critical, high-priority or escalated incidents.\nCoordinate internal technical resources and cross-functional teams to address customer issues.\nConduct weekly or bi-weekly operational review meetings with customers.\nPrepare and present service reports covering case status, service performance, recurring issues, risks and improvement actions.\nConduct quarterly business or service reviews with customers and internal stakeholders.\nAnalyse customer-support trends, service gaps and satisfaction levels, and recommend appropriate improvements.\nEducate customers on applicable support processes, procedures and escalation channels.\nProvide regular operational and service-status reports to management.\nProject-manage customer-facing initiatives and internal service-improvement activities.\nTrack agreed actions and ensure all stakeholders meet their respective commitments.\nTravel to customer sites for quarterly service reviews or operational meetings when required.\nRequirements\nBachelor’s degree in Information Technology, Engineering, Business or a related discipline.\nAt least 3–5 years of relevant experience in service delivery, technical account management, customer support operations or IT project management.\nExperience supporting enterprise customers in a technical or managed-services environment.\nDemonstrated experience managing technical support cases, major incidents and customer escalations.\nStrong stakeholder-management skills with the ability to coordinate and influence cross-functional teams.\nExcellent verbal and written communication, presentation and customer-management skills.\nAbility to remain composed and manage challenging customer situations under pressure.\nGood organisational and project-management capabilities, with strong attention to follow-up and delivery commitments.\nWorking knowledge of service reporting, customer-satisfaction analysis and service-gap analysis.\nBasic understanding of enterprise networking technologies and solutions.\nCCNA certification or equivalent networking knowledge is preferred.\nITIL certification or practical IT service-management experience is required.\nFamiliarity with Cisco technologies, solutions and technical-support processes would be highly advantageous.\nProficiency in reporting, presentation and project-tracking applications.\nPreferred Experience\nPrevious experience as a Service Delivery Manager, Technical Account Manager, Customer Operations Manager or Escalation Manager.\nExperience working for a technology vendor, telecommunications provider, systems integrator or managed-services provider.\nExperience conducting operational reviews and presenting service-performance reports to senior customer stakeholders.\nUnderstanding of SLA management, incident management, problem management and continual service improvement.\nWhat We Are Looking For\nWe are looking for a customer-focused professional who can take ownership of operational issues, coordinate technical teams and maintain customer confidence during critical situations. The ideal candidate combines service-management experience with sufficient technical understanding to communicate effectively with customers and engineers.\nSkills\nEnterprise Marketing, Cross-Functional Team Leadership, Timely Delivery, Customer Satisfaction Research, Technical Customer Support, Point of Contact for Customer, Written Communication, Reporting Services, Customer Meetings, Customer Escalation Management, Information Technology and Services industry, delivery milestones, Proactive Communication, Post Sales Customer Support, Collaborate With Internal Team, Customer Demands","description_format":"text","description_chars":4765,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-09-25T17:56:20Z"}],"visa":[],"liveness":{"score":65,"band":"ok","label":"Likely open","p_open":0.85,"p_active":0.851,"p_room":0.9,"age_days":21,"expected_fill_days":36,"reasons":["seen:21","velocity","win:mid"],"computed_at":"2026-10-12T06:55:09Z"},"pay":{"stated_usd_annual":140940,"is_top_pay":true},"html_url":"https://alion.io/job/mts-global-high-touch-operations-manager","json_url":"https://alion.io/job/mts-global-high-touch-operations-manager.json","meta":{"generated_at":"2026-10-12T13:52:06Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":21801,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3806785},"rest":"https://alion.io/mcp/rest/get_company?id=3806785"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmts-global-high-touch-operations-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmts-global-high-touch-operations-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmts-global-high-touch-operations-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/mts-global-high-touch-operations-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmts-global-high-touch-operations-manager"}]}