Advanced Services Manager

Job Description:

This position is for the Manager of Global Advanced Services, HPE Networking.
We are looking for a people Manager, preferably experienced in managing bug scrub operations, service delivery management, customer success, remote consulting operations, TAC support operations, or release management.
Role and Responsibilities
The selected candidate will report to the HPE Global Advance services Sr Manager or Director in the HPE Networking services organization. AS Manager will be responsible for managing a team of engineers/Technical service advisors. The team will produce and deliver various defect/bug reports, customer product health reports, reviewing open cases, RMAs and bugs, and remote consulting services across all Juniper products in routing, switching, security, and cloud domains. Responsibilities include but not limited to:
Business :
 

• Strong customer advocacy, focus, and passion to deliver accurate and value-added deliverables to the customers
• Understand the customer needs, work with Services PLM to explore newer deliverables to improve customer experience
• Drive customer experience through delivering outcomes, engage with the customers (internal and external) to understand the potential gaps and drive necessary actions,
• Drive outcomes, and continuous improvement in terms of service quality and time to delivery.
• Engage with global teams for effective coordination of the deliverables
• Engage with Juniper Engineering with a keen desire to improve existing processes.
• Engage with IT and manage in-house tools migrations and development projects.
• Keep looking for potential ways and leverage automation to replace manual processes with smart tools.
• Participate in organization-wide quality initiatives with a vision to improve customer experience

People :
 

• Hire and develop a team of enthusiastic engineers with strong analytical skills, Networking knowledge, and Juniper product expertise
• Create a culture of innovation, learning attitude, and structures to support the growth of direct reports
• Know your direct reports' areas of expertise and interests and enable them to play to their strengths.
• Ensure that employees have opportunities to raise questions, concerns, and/or provide feedback
• Own the critical role of communication conduit of organization-wide context and information that impact the direct-reports.
• Recognize and reward accomplishments

Personal attributes:
 

• Passion for World Class Customer Experience
• Excellent Communication and Interpersonal skills
• People Leadership
• Strong problem-solving skills
• Customer/stakeholder engagement skills

Technical background
Candidates with a strong background in Networking and Automation will be preferred. Verifiable experience in network support/services roles, Dev ops, and Consulting services will have weightage. Juniper products understanding is a plus.

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Unconditional Inclusion

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.

Job:

Job Level:

Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.

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