Technical Escalation Manager

Job description

Technical Escalation Manager

  

Job Description:

   

The Technical Escalation Management (TEM) Team is part of the Escalation Management (EM) Team within the Pointnext Organization and is uniquely positioned to help customers transform their businesses and get measurably more from their IT investments. The Technical Escalation Manager within the (EM) Team, is a key contributor to the success of the company. 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 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. In the most critical situation for a customer the Technical Escalation Manager, backed by all Pointnext Engineering Resolution team and Global Shared Delivery Teams, will enable HPE to make the difference in providing support to our customers. Other key deliverables include:

Act as the focal point for Technical Escalations liaising between the customer and the internal stake holders. Act as the customer advocate and liaison to drive customer satisfaction. Create a plan of action for each issue by aligning technical resources including Technical Resolution Engineer, Level 2 Teams, Field Technical support representatives and Engineering to drive timely resolution of Escalations. Understand the technical problem and its impact on the customer’s business.

Create strong synergies within the internal teams, along with being an active participant in the EM community. Ensure highest levels of customer satisfaction by proactively delivering information about Escalations 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.)

Operational Excellence:

Must actively work with all groups, tools and processes to resolve open issues in an efficient and timely manner. Be responsible for and ensure all aspects of the Escalation Management are carried out. Adhere to TEM tools documentation standards Provide timely updates, to both the internal and external stake holders.

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

Professional qualification requirement 8 years’ experience in project/escalation management or in similar roles/businesses Experience in working with technology business, preferably storage, servers, and networking. 3 + years’ experience in handling high level escalations for huge organizations or similar demonstrated experience Bachelor's　degree　in technical/scientific discipline or equivalent on the job　experience

Knowledge management skills

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 escalations for a 24*7 functioning organization.

ITIL & PMI knowledge or certification is an asset

Core:

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

Communication skills in Japanese, Chinese, and English

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

Job:
Services

Job Level:
Specialist

    

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.