Manager, Technical

Hewlett Packard Enterprise creates new possibilities for technology to have a meaningful impact on people, businesses, governments and society. HPE brings together a portfolio that spans software, services and IT infrastructure to serve more than 1 billion customers in over 170 countries on six continents. HPE invents, engineers, and delivers technology solutions that drive business value, create social value, and improve the lives of our clients.

Learning does not only happen through training. Relationships are among the most powerful ways for people to learn and grow, and this is part of our HPE culture. In addition to working alongside talented colleagues, you will have many opportunities to learn through coaching and stretch assignment opportunities. You’ll be guided by feedback and support to accelerate your learning and maximize your knowledge. We also have a “reverse mentoring” program which allows us to share our knowledge and strengths across our multi-generation workforce.

Responsibilities:

1. EM Manager Responsibilities:

o Developed a progressive strategy to improve performance and operating efficiencies

o Manage a global team of Customer Service / Monitoring engineers.

o People management of the NOC team and will be responsible for performance reviews and performance management of the team

o Ensure effective ticket queue management

o Team mentoring

o Ticket and performance metrics reporting

o Generation of process / technical documentation

o Conduct team meetings and ensure that any gaps in process and performance are addressed

o Roster the team schedule for 24×7 coverage

2. Customer Service Responsibilities:

o Receive escalated customer calls, validate and log tickets with appropriate severity

o Identify the root cause of issues, as required

o Ensure proper escalation of tickets

o Coordinate between Customers, Client Services, Operations and Engineering for fast, clear and satisfactory resolution of customer issues

o Provide feedback to process team (OPS Enabling Services), Tools Team to contribute to process improvement, effectiveness and operating efficiencies

3. Event Monitoring Responsibilities:

o Actively get involved & contribute towards the improvement of monitoring capabilities with respect to Tools, Process & People

o Ensure that the team responsibilities with respect to Monitoring, are carried out well & consistently at all times

o Have the team proactively monitor and troubleshoot system, application and network issues, making use of monitoring tools and dashboards

o Contribute towards the identification of the root causes, as needed

o Escalate issues as required if troubleshooting steps do not resolve issue

o Prepare and send out issue reports

o Coordinate between Client Services team, Operations team and Engineering for fast, clear and satisfactory resolution of customer issues

o Provide feedback to process team (HP Enabling Services) to contribute to process improvement

o Promoting a culture of continuous improvement and automation in the team to reduce repetitive manual tasks

  • 10 years of prior experience in a customer service role, including experience leading & managing a customer service team.
  • Experience with the performance management feedback process for the team
  • Proven track record of enhancing customer satisfaction.
  • Experience with SQL queries and RDBMS concepts
  • Familiarity with Linux commands and networking concepts, hands-on experience with shell scripting or other scripting will be a plus
  • ITIL Foundation certified / trained
  • Experience working in an ever changing environment
  • Proven track record and should have a strong experience in contributing towards Event Monitoring Improvements

Required Qualities:

  • Strong task orientation; willing to take tasks through to completion
  • Strong customer service orientation
  • Excellent verbal and written communication skills
  • Strong analytical and problem-solving skills
  • Willingness and flexibility to attend calls off hours in cases of emergency situations
  • Should be highly adaptable to an ever changing and ever demanding environment
  • Should be able to manage well working under pressure conditions

Academic Qualifications:

  • Graduate degree in Science, Engineering would be preferred
  • Certifications in Linux / Networking related / Monitoring Tools would be an added plus

Technical Qualifications and Required Work Experience:


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