Escalation Manager

Escalation Manager

  

This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2 days per week from an HPE office.

Job Description:

   

The Escalation Manager (EM) is part of the Global Escalation Management (GEM) organization within the HPE Support Services Delivery (SSD) organization and is uniquely positioned to help customers transform their businesses and get measurably more from their IT investments. The Escalation Manager within GEM, is a key contributor to the success of the company.

The Escalation Manager (EM) is the key to a successful escalation solution. This individual brings together all the elements needed to ensure the escalation or issue at hand is resolved in a manner which is both efficient and concludes in an outcome which suits the business needs of the customer and HPE. The EM is responsible for the overall management of an Escalation and owns the overall action plan, management level communication and drives decision making processes both internally and externally.

The Escalation Manager (EM) is a part of a highly valued team that coordinates technical resources across multiple departments and ensures customer success by communicating professionally and in a timely manner during the process of leading Escalations/Outages.

In the most critical situation for a customer the Escalation Manager (EM), backed by all HPE Support Services Delivery organizations, will enable HPE to make the difference in providing support to our customers.

The holder of this position will be part of the Global Escalation Management Team in the Americas region (during North America time zones), reporting to the Area Escalations Manager.

Responsibilities:

• Act as the focal point for Escalations/Outages liaising between the customer and the internal stake holders.
• Act as the customer advocate and liaison to drive customer satisfaction.
• Create a plan of action for each issue by aligning technical resources including Technical Specialists, Solution Center Teams, Field Delivery organization and Engineering to drive timely resolution of Escalations/Outages.
• Proactively engage with internal stake holders to help HPE meet SLA’s, organizational goals and metrics.
• Understand the technical problem and its impact on the customer’s business.
• Communicate and effectively manage the customer's expectations at all levels of their organization.
• Spearhead internal/external conference calls to lead Escalations/Outages.
• Create strong synergies within the internal teams, along with being an active participant in the Escalation Management community.
• Ensure highest levels of customer satisfaction by proactively delivering information about Escalations/Outages at a frequency that matches the situation's urgency.
• Maintain a strong commitment to building relationships with the customer. (Strong communication and negotiation skills are required.)
• Get engaged during complex situations such as multiple product failure, severe production outages, performance degradation issues, data loss/corruption, and legal/media issues and take complete ownership of the situation and drive to restoration of services.

Education and Experience Required:

• Experience in working with technology business, preferably storage, servers, and networking.

• Bachelor's (undergraduate) degree or Master's (graduate)degree in technical/scientific discipline or equivalent on the job experience
• Knowledge management skills: creation and re-use of intellectual capital
• Excellent communication and leadership skills
• Excellent project management and organizational skills
• Team player: ability and willingness to motivate and support other engineers
• Should be flexible to work in the nights or any flexible hours as per the business requirement as the Technical Escalation Manager needs to manage outages/escalations for a 24x7 functioning organization.
• ITIL & PMI knowledge is an asset

Knowledge and Skills:

• Must actively work with all groups, tools and processes to resolve open issues in an efficient and timely manner. 
• Be responsible for and ensure all aspects of the Outages/Escalation Management are carried out.
• Adhere to EM tools documentation standards
• Provide timely updates, to both the internal and external stakeholders
• Communicator: possess strong & effective communication skills capable to interact with customers and top level management in both an oral and written manner.
• Team- Oriented: Be capable of embracing the ideas of others (even if they conflict with your own) for the sake of the company and client.
• Entrepreneurial: Thrive in a fast-paced, changing environment and be excited by the chance to play a large role.
• Passionate: Be passionate about collaboration and ensure our customers are successful.
• Self-motivated: Be able to work with minimum supervision and be capable of strategically prioritizing multiple tasks in a proactive manner.
• Leadership: Step up to challenges, take the initiative, drive decisions and lead diverse teams to success
• Good understanding of service management principles, excellent understanding of Incident Management and Problem Management
• Good understanding of project management (PM) techniques and tools
• Services or Technical background
• Excellent verbal and written communication skills
• Sound negotiating and excellent presentation skills
• Proficient in English
• Be able to support our customers 24x7, as part of standby rotation
• Should be able to manage stress
• Effective at problem-solving
• Ability to summarize Technical content for non-Technical executive audience
• Broad knowledge of corporate policies, products, markets and processes, as well as an understanding of business management principles and practices
• Good knowledge of all relevant HPE services, competition, market trends, third parties
• Developing leadership/mentoring skills
• Able to lead cross-functional teams to achieve desired outcomes
• Able to make and drive sound decisions under high pressure situations

Accountability, Accountability, Action Planning, Active Learning, Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity, Personal Initiative {+ 7 more}

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.

#unitedstates#grads

Job:

Services

Job Level:

Entry

    

States with Pay Range Requirement

The expected salary/wage range for a U.S.-based hire filling this position is provided below. Actual offer may vary from this range based upon geographic location, work experience, education/training, and/or skill level. If this is a sales role, then the listed salary range reflects combined base salary and target-level sales compensation pay. If this is a non-sales role, then the listed salary range reflects base salary only. Variable incentives may also be offered. Information about employee benefits offered can be found at https://myhperewards.com/main/new-hire-enrollment.html.

USD Annual Salary: $49,500.00 - $104,900.00

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.