Technical Trainer


  • Strictly conform to Global SDEX Technical Training processes and requirements such as certification, audit, etc.
  • Assist the other members of the team in administering basic technical recruitment examinations to new hires
  • Pre-screen candidates on technical skills during hiring by conducting Technical interview
  • Conduct basic technical training to new hires (on a site level, regardless to which account the new hires will be deployed)
  • Owns (Participate) the new hires’ User Acceptance Test (UAT)
  • Monitor and report the progress of the new hires relative to technical capabilities till they go into production (Technical Call Monitoring thru QA – Regular deliverable)
  • Mentor/Coach the agents during the initial period of “Go-Live” to achieve the required levels of Customer Satisfaction (Bridge Plan – Technical Monitoring by Tech Trainer for 2 weeks)
  • Coach/mentor the new hires on basic and account specific technical skills during production
  • Perform data gathering and training needs analysis based on monitoring and survey results and customers’ verbatim feedback
  • Conduct refresher trainings for analysts already in production based on the Training Needs Analysis
  • Uses data to provide insight and trending which is critical operations and the management teams
  • Perform regular reporting and analysis
  • Actively participate in calibration sessions (with internal, QA, and Operations teams)
  • Join/lead the Operations regular/agreed meetings pertaining to Technical
  • Upload the account specific and new hires’ batch training results on the Training SharePoint
  • Assist in the development programs by conducting classroom based training with hands-on sessions (whenever applicable)
  • Develop assessments and assignments to accurately judge the agents’ learning. Guide the agents in their learning process
  • Adopt training methodologies to ensure the agents have a shallow learning curve
  • Innovative and flexible in adopting an approach to maximize the learning of the agents
  • Delivers the required functions stated in the OLA on time with excellence
  • Impart training for business processes and different technologies required for the project or account
  • Being responsive to clients whilst following the principles and procedures of the quality management system
  • Identify, analyze problems and suggest improvements identified in their own area of responsibility and implementing those with a recognized business benefit


  • Computing or similar subject related degree or equivalent HP experience.
  • Excellent knowledge of the IT environment and its future trends.
  • Strong ITIL/ITSM skills, flexibility and resourcefulness.
  • 2-3 years’ experience in Technical Training.
  • Strong and proven Leadership Skills.
  • Strong Analytical Skills.

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