Job Description

Technical Outage Manager This role has been designated as 'Edge', which means you will primarily work outside of an HPE office. : Hewlett Packard Enterprise is an industry leading Technology Company that enables customers to go furth

Technical Outage Manager This role has been designated as 'Edge', which means you will primarily work outside of an HPE office. : Hewlett Packard Enterprise is an industry leading Technology Company that enables customers to go further, faster. With the industry's most comprehensive portfolio, spanning the cloud to the data center to workplace applications, our technology and services help customers around the world make IT more efficient, more productive and more secure. The Technical Outage Management (TOM) Team is a part of the Engineering Resolution Org (ERT) within the Pointnext Technology Services Support (PN) Organization and is uniquely positioned to help customers transform their businesses and get measurably more from their IT investments. The Technical Outage Manager (TOM) is a key contributor to the success of the company. A TOM is the key to a successful Escalation/Outage solution. This individual brings together all elements needed to ensure the escalation, Outage 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 TOM is responsible for the overall management of an Escalation/Outage and owns the overall action plan, management level communication and drives decision making processes both internally and externally. The TOM 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 Technical Escalations/Outages. In the most critical situation for a customer the TOM, backed by all Global Support Delivery Teams, will enable HPE to make the difference in providing support to our customers. The holder of this position will be part of the Technical Outage Management Team, reporting to the Sr. Manager - Technical Outage Management. Key deliverables/accountabilities: Act as the focal point for Technical Escalations/Outages liaising between the customer and the internal stake holders Act as the customer advocate and liaison to drive customer satisfaction Create and track the plan of action for each issue by aligning technical resources including Escalation Specialist, Level 2 Teams, Field Technical support representatives and Engineering to drive timely resolution of Escalations/Outages Proactively engage with internal stake holders to help HPE meet SLAs, 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 organization Ensure highest levels of customer satisfaction by proactively delivering information about 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. Operational Excellence: Must actively work with all groups, tools and processes to resolve open issues in an efficient and timely manner. Should be able to multi-task with the situation at hand Be responsible for and ensure all aspects of the Outages/Escalation Management are carried out. Adhere to internal tools documentation standards Provide timely updates, to both the internal and external stake holders. Attention to detail Cultural Attributes: 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 Education and professional experience required: 8 to 10 years' experience in project/escalation management or in similar roles/businesses Experience in working with technology business, preferably storage. 5 + years' experience in handling high level escalations for huge organizations or similar demonstrated experience Bachelor's degree or Master's 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 24.7 functioning organization. ITIL & PMI knowledge or certification is an asset Skills and qualities: Good understanding of service management principles, excellent understanding of Incident Management and Problem Management (ITIL certification a plus) Good understanding of project management (PM) techniques and tools (PMP certification a plus) Services or Technical background Excellent verbal and written communication skills Sound negotiating and excellent presentation skills 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 load Hewlett Packard Enterprise Values: Partner. Innovate. Act. We live by three core values that drive our business. Simplified, we are good partners, great innovators and we make things happen. Extensive social benefits, flexible working hours, a competitive salary and shared values, make Hewlett Packard Enterprise one of the world's most attractive employers. At HPE our goal is to provide equal opportunities, work-life balance, and constantly evolving career opportunities. If you are looking for challenges in a pleasant and international work environment, then we definitely want to hear from you. Apply now below, or directly via our Careers Portal at www.hpe.com/careers You can also find us on: https://www.facebook.com/HPECareers 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. Hasg Tag #services #pns #zerto #Pointnext Job: Services Job Level: Expert Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities. HPE will comply with all applicable laws related to the use of arrest and conviction records, including the San Francisco Fair Chance Ordinance and similar laws and will consider for employment qualified applicants with criminal histories.