Dir, APAC Global Escalation Management at Hewlett Packard Enterprise

Bengaluru, karnataka, India -

Full Time

Start Date

Immediate

Expiry Date

11 Aug, 26

Salary

0.0

Posted On

13 May, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Escalation Management, Strategic Leadership, Executive Communication, Service Delivery, Cross-Functional Teamwork, Root Cause Analysis, Operational Excellence, Stakeholder Management, Data Analysis, Business Acumen, People Management, Risk Assessment, Customer Experience Strategy, Governance, Decision Making, Action Planning

Industry

IT Services and IT Consulting

Description

Dir, APAC Global Escalation Management This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2 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 varied 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 Director of APAC Global Escalation Management is responsible for providing strategic and operational leadership in overseeing the escalation management function within the APAC region. This individual manages complex, high-visibility customer escalations, ensuring that a consistent global approach is maintained while tailoring strategies to meet regional business priorities. The Director leads a dedicated team to deliver exceptional customer experiences, achieve successful escalation resolutions, and foster continuous improvement throughout the escalation lifecycle. This leadership role is essential for aligning cross-functional efforts, engaging executive stakeholders, and maintaining the highest standards of governance and operational excellence across the APAC region. Key Responsibilities: Lead the APAC GEM operating model, ensuring alignment with global escalation strategy, governance, and standards. Provide executive-level oversight and direction for critical, high-risk customer escalations, serving as a trusted advisor to senior leadership. Ensure timely, clear, and executive-ready communication for escalations, including status updates, risk assessments, and recovery plans. Drive operational excellence through effective use of tools, workflows, metrics, and reporting to improve escalation outcomes and reduce recurrence. Partner closely with Sales, Support, Engineering, Product, and other cross-functional teams to resolve escalations and address systemic issues. Lead, coach, and develop escalation managers and people leaders across the APAC region. Own post-escalation reviews, root cause analysis, and lessons learned to influence product, process, and service improvements. Monitor regional escalation trends and performance, proactively identifying risks and recommending strategic actions. Strategic Impact: Accountable for regional escalation performance, customer satisfaction outcomes, and executive confidence during critical situations. Influences escalation policy, operational priorities, and regional execution in support of broader global objectives. Contributes to the continuous evolution of the GEM function through feedback, innovation, and best practices. Qualifications: Bachelor’s degree or equivalent experience. Typically 10+ years of experience in operations, services delivery, support, or escalation management environments. Proven experience leading managers and senior professionals. Demonstrated success managing high-stakes, cross-functional initiatives in a fast-paced environment. Strong executive communication, judgment, and decision-making skills. Key Job Attributes: Deep expertise in service delivery and escalation management. Exceptional leadership, influence, and interpersonal communication abilities. Strong business acumen with a data-driven approach to decision-making. Ability to operate effectively under pressure and lead through ambiguity. Advanced knowledge of technology and innovation. Working Conditions: Regional and global collaboration across time zones. Periodic after-hours engagement to support critical customer escalations. Hybrid or remote work per organizational policy. 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 (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity, Personal Initiative {+ 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. Unconditional Inclusion We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied 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. #india, #singapore #executive, #operations Job: Services Job Level: Director HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global 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 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. No Fees Notice & Recruitment Fraud Disclaimer It has come to HPE’s attention that there has been an increase in recruitment fraud whereby scammer impersonate HPE or HPE-authorized recruiting agencies and offer fake employment opportunities to candidates. These scammers often seek to obtain personal information or money from candidates. Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge any candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process. The credentials of any hiring agency that claims to be working with HPE for recruitment of talent should be verified by candidates and candidates shall be solely responsible to conduct such verification. Any candidate/individual who relies on the erroneous representations made by fraudulent employment agencies does so at their own risk, and HPE disclaims liability for any damages or claims that may result from any such communication. Hewlett Packard Enterprise Technology innovation that fosters business transformation. We Are In the Acceleration Business We help customers use technology to slash the time it takes to turn ideas into value. In turn, they transform industries, markets and lives. Some of our customers run traditional IT environments. Most are transitioning to a secure, cloud-enabled, mobile-friendly infrastructure. Many rely on a combination of both. Wherever they are in that journey, we provide the technology and solutions to help them succeed. Standards of Business Conduct (SBC) The Hewlett Packard Enterprise Standards of Business Conduct (SBC) embody the fundamental principles that govern our ethical and legal obligations to Hewlett Packard Enterprise. They pertain not only to our conduct within the company but also to conduct involving our customers, channel partners, suppliers and competitors. Read more about how we win the right way. Equal Opportunity Employer (EEO) Hewlett Packard Enterprise provides equal employment opportunity to any employee or applicant without regard to sex, gender, color, race, ethnicity, religion, creed, national origin, ancestry, citizenship, age, marital status, sexual orientation, gender identity and expression, physical or mental disability, medical condition, pregnancy, protected veteran status, uniformed service status, familial status, genetic information, political affiliation, or any other characteristic protected by federal, state, or local law. If you’d like more information about your EEO right as an applicant under the law, please click here: Know Your Rights. Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law - Supplement E-Verify (US & PR only) HPE is an E-Verify employer. E-Verify is an Internet-based system that compares information from an employee's Form I-9, Employment Eligibility Verification, to data from U.S. Department of Homeland Security and Social Security Administration records to confirm the employment eligibility of all newly hired employees. For more information click here. Accessibility Hewlett Packard Enterprise is committed to working with and providing reasonable accommodation to qualified, differently abled individuals. If you need assistance in filling out the employment application or require a reasonable accommodation while seeking employment, please email global-talent_accessibility@hpe.com. Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability. Disclosure of Sensitive Personal Data Please ensure the resume you submit to us does not include any sensitive personal data. Sensitive personal data includes data revealing information about your racial or ethnic origin, political opinions, religious or philosophical beliefs, trade union membership, health, sex life or sexual orientation. To the extent the resume you submit does contain this type of personal data, you consent to the storing and processing of this data by HPE for the purpose of reviewing and managing your application.

Responsibilities

Lead the APAC Global Escalation Management operating model to resolve high-visibility customer escalations and align regional strategies with global standards. Drive operational excellence through root cause analysis and cross-functional collaboration to improve product and service outcomes.