Technical Escalation Manager

Hewlett Packard Enterprise (Tokyo, 日本) フォロー 1日前

Full-time

今すぐ適用する

This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2-3 days per week from an HPE office.

Who We Are:

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’s complex world. Our culture thrives on finding new and better ways to accelerate what’s 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.

Job Description:

The Technical Escalation Manager (TEM) 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 TEM 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 Technical Escalation Manager (TEM) 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 Technical Escalation Manager (TEM), backed by all HPE Operations Customer Experience Delivery , will enable HPE to make the difference in providing support to our customers.

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

Responsibilities:

Leads and develops product support or solution(s) planning over entire lifecycle, including conformance to pricing strategies, end-to-end service delivery and sales readiness and associated processes Represents services on product or solution core teams and provides service requirements into product development stages/phases, e.g., Product warranty support and cost analysis, and Service Product Marketing content/collateral.
Performs business analysis, identifies root cause, and develops recommendations/ solutions to drive business improvements.
Works across regions/geographies and WW teams to develop and/or implement new/enhanced services, solutions, or programs and associated processes to meet emerging customer/market needs and fuel profitable growth.
Responsible for revenue and margin contribution for a set of (more than one) solutions or services.
Utilizes in-depth understanding of customer business and complex requirements to develop business case, validate the solution, and demonstrate services added value.
Utilizes technical and business skills to lead complex cross- functional activities that drive continuous growth of the services business.
Provides mentoring and guidance to peers and lower level employees.

Education and Experience Required:

Typically 8+ years to establish proven track record in Service Business Management.
Basic experience in one of the related disciplines of delivery, solution architecting or business planning prior to taking business management role.

Knowledge and Skills:

Medium to high knowledge of IT and services industry.
In-depth knowledge of the company's organization and policies, services offerings, end to end processes, tools, and routes to market.
Problem detection and analysis of root cause.
Proven ability to lead teams to achieve results, exercise independent judgment and handle unique situations to accomplish goals in tight time frames.
Demonstrated skills in planning and financial analysis.
Medium level of planning, project management and change management skills. Project and change management training and certification as appropriate.
Good presentation skills. Ability to influence different functions, geographies, and the ability to build strong consensus. Impacts internal and external clients on WW basis.

Additional Skills:

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, Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity, Long Term Planning, Managing Ambiguity, Process Improvements {+ 7 more}

What We Can Offer You:

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.

Diversity, Inclusion & Belonging

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. 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.

Let's Stay Connected:

Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE.

Job:

Services

Job Level:

Expert

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. Please click here: Equal Employment Opportunity.

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.