Technical Support Manager - Hybrid Cloud Support

Technical Support Manager - Hybrid Cloud Support

  

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:

   

HPE Operations is our innovative IT services organization. It provides the expertise to advise, integrate, and accelerate our customers’ outcomes from their digital transformation. Our teams collaborate to transform insight into innovation. In today’s fast paced, hybrid IT world, being at business speed means overcoming IT complexity to match the speed of actions to the speed of opportunities. Deploy the right technology to respond quickly to market possibilities. Join us and redefine what’s next for you.

Hybrid cloud support team focuses on resolving customer issues including hardware, software and often OS and application related for products such as legacy Nimble, Alletra 5/6K, GL4FS and X10K. This organization is made up of teams that provide remote technical support, operations, part delivery (third party), onsite (third party as well HPE), escalation management and PMO.

What you’ll do:

Responsibilities:

• Manage area(s), or team(s) of company employees with well- defined, limited scope, including directing daily work activities/priorities, people recruitment and development, cost management, and direction-setting within the area of responsibility.
• Generally, sets work activities of teams providing remote (offsite) service; customer access, or service delivery to solve various business systems and applications problems for customers: onsite engineering personnel: and Authorized Service Providers.
• Ensure operational excellence by establishing key metrics and ensuring team goals and contractual commitments are met.
• Establish and manage relationships with subject matter experts and appropriate management, with an objective of maintaining and building the business.
• Manager on Duty: Phone and case queue monitoring, escalation response and case assignment
• KPI management for direct reports and the region
• CSAT management and follow up
• Backlog management and other remote support KPI management

What you need to bring:

• Advanced University degree: post-graduate degree. Typically, 1-2 year completion beyond first level University degree. or equivalent experience.

• 8+ years’ experience in relevant technologies and customer support environment with proven managerial abilities

Knowledge and Skills:

• People management responsibility.
• Demonstrate some in-depth knowledge of corporate organization and policies.
• Demonstrate business, technical or functional knowledge at the mastery level.
• Demonstrate administrative or operations knowledge.
• Demonstrate skills in project management, analysis, communication, scheduling, controlling and presentation.
• Familiar with the full portfolio of offerings, with detailed knowledge of services which are delivered out of their organization.
• Demonstrates detailed knowledge of support solutions.
• Demonstrates thorough knowledge of industry drivers relating to TCE.
• Called upon to create or implement strategic plans, goal setting, and Plan of Record management.
• Excellent verbal and written communication skills
• Excellent analytical and problem-solving skills.
• Advanced proficiency with case management databases and tools.
• Superior customer service skills.
• Ability to initiate and lead technical action plans.
• Lead or provide expertise to cross-functional teams or projects.

Accountability, Accountability, Action Planning, Active Learning, Active Listening, Agile Methodology, Agile Scrum Development, Analytical Thinking, Bias, Coaching, Creativity, Critical Thinking, Cross-Functional Teamwork, Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design, Design Thinking, Empathy, Follow-Through, Group Problem Solving, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity {+ 5 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.

#india#operations

Job:

Engineering

Job Level:

Manager_1

    

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.

   

No Fees Notice & Recruitment Fraud Disclaimer

 

It has come to HPE’s attention that there has been an increase in recruitment fraud whereby scammer impersonate HPE or HPE-authorized recruiting agencies and offer fake employment opportunities to candidates.  These scammers often seek to obtain personal information or money from candidates.

 

Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge any candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process.  The credentials of any hiring agency that claims to be working with HPE for recruitment of talent should be verified by candidates and candidates shall be solely responsible to conduct such verification. Any candidate/individual who relies on the erroneous representations made by fraudulent employment agencies does so at their own risk, and HPE disclaims liability for any damages or claims that may result from any such communication.