Job Description

Escalations Manager

This role has been designated as \xe2\x80\x98Office\xe2\x80\x99, which means you will primarily work from an HPE office.

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Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today\xe2\x80\x99s complex world. Our culture thrives on finding new and better ways to accelerate what\xe2\x80\x99s next. We know diverse 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. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

An Escalations Manager ensures that problems get resolved and issues are addressed at the right level by operating as the support management point of contact for one or more incidents in a specific account. These engagements typically involve product, or service delivery issues that are jeopardizing the Nimble Storage business relationship and/or sales opportunities with key customers.

Provides responses to escalated issues in a timely fashion by building a virtual, cross-functional team comprised of sales, product management, support, and engineering staff. Responsible for coordinating this team, formulating an action plan, and communicating the results of their efforts to the customer and executive staff. Organizes customer and internal calls, ensures that the customer\xe2\x80\x99s concerns are heard throughout the engagement by all internal parties, and develops Root Cause Analysis documentation as needed.

Transitions the relationship to the sales team, Proactive Support Manager when assigned, or the general support management team when the escalation has been resolved.

Responsibilities:

• Successfully manage technical issues (hardware and software) to resolution from incoming internal or external businesses and end user\'s contacts and proactive notification systems.
• Respond to service, product, technical, and customer- relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission-critical).
• Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
• Ability to lead large, cross- divisional teams or projects. Ability to act as a mentor, guide and leader to other employees.
• Ability to recommend, develop and participate in developing strategy.
• Ability to act independently, as part of a team or as a team leader and exercise independent judgment.
• Ability to articulate clearly, recommend and explain complex technical resolutions to external customers/clients.
• Understand, utilize and share knowledge of ITIL.
• Represent the company in a face-to-face customer location visit, industry conference/trade show, vendor meeting, etc.
• Provide project management skills and pre-sales and post-sales support for assigned incident/customer.
• Contribute to the development & ongoing management of an Escalation Management dashboard.
• Develop the knowledge, experience and ability to engage with/drive the existing HPE PointNext teams.
• Highlight recurring causes for escalations with PEAK, Product Management, and Development teams.

Education and Experience Required:

• Advanced University degree: post-graduate degree (i.e., Master of Arts/Science, MBA, etc.). Typically, 1\xe2\x80\x932-year completion beyond first level University degree. or equivalent experience.
• 7+ years\xe2\x80\x99 experience in relevant technologies and customer environments.
• Relevant industry qualification where applicable.

Knowledge and Skills:

• Excellent verbal and written communication skills in language to be supported.
• Advanced troubleshooting skills in a technical environment.
• Excellent analytical and problem-solving skills.
• Advanced Software and hardware knowledge of computing, storage and peripheral devices.
• Specific knowledge and training with the company\'s products.
• Advanced proficiency with case management databases and tools.
• Superior customer service skills.
• Phone and remote support experience. E-support experience, knowledge and resolution ability.
• Ability to solve and document solutions for usage of other technicians and customers.
• Ability train peers and new agents on job related material.
• Ability to take full ownership for resolution with escalated customers.
• Ability to initiate and lead technical action plans.
• Lead or provide expertise to cross-functional teams or projects.
• Exceptional depth of knowledge on one or more highly complex solutions.

Join us and make your mark!

We offer:

• A competitive salary and extensive social benefits

• Diverse and dynamic work environment

• Work-life balance and support for career development

• An amazing life inside the element! Want to know more about it?

Then let\xe2\x80\x99s stay connected!

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HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT and Affirmative Action employer. We are committed to diversity and building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global diverse team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together.

Job: Services

Job Level: Master

Hewlett Packard Enterprise is EEO F/M/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. .

Hewlett Packard Enterprise