Proactive Support Manager for Storage Products at Hewlett Packard Enterprise

Ariana, Ariana, Tunisia -

Full Time

Start Date

Immediate

Expiry Date

30 May, 26

Salary

0.0

Posted On

01 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Storage Products, Subject Matter Expert, Automation, AI Tools, Technical Issue Resolution, Customer Relations, Escalation Management, ITIL, English Communication, Troubleshooting, Analytical Skills, Hardware Knowledge, Software Knowledge, Case Management, Customer Service, Mentoring

Industry

Information Technology & Services

Description

Proactive Support Manager for Storage Products 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: Job Description HPE Operations is our innovative IT services organization. It provides the expertise to advise, integrate, and accelerate our customers’ outcomes from their digital transformation. Our teams collaborate to transform insight into innovation. In today’s fast paced, hybrid IT world, being at business speed means overcoming IT complexity to match the speed of actions to the speed of opportunities. Deploy the right technology to respond quickly to market possibilities. Join us and redefine what’s next for you Job Description This position is to support the US/EMEA region during those business hours, during India evening/night hours: IND/Bengaluru time from 6:30PM-3:30AM or 9:30PM to 6:30AM Proactive Support Account Manager for HPE Storage Products, including MP Block, MP File and MP Object. Applies advanced subject matter knowledge in storage products to solve complex business issues and is regarded as a subject matter expert on storage products. Frequently contributes to the development of new ideas and methods, as well as automation. Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors. Leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives. Acts as an expert providing direction and guidance to process improvements and establishing policies. Frequently represents the organization to external customers/clients. Exercises significant independent judgment to determine best method for accomplishing work and achieving objectives. May provide mentoring and guidance to lower level employees. What you will do: * Successfully assist with the resolution of HPE storage technical issues (hardware and software) from incoming internal or external businesses and end user's contacts and proactive notification systems. * Respond to service, product, technical, and customer- relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission- critical). * Manage critical technical and business escalations for the customer. * Assist with the development of automation or use of AI tools to improve efficiency in the organization. * Continuously learn technical trainings on HPE storage products at a deep level, including MP Block, File and Object storage and associated technologies. * Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence. * Ability to act as a mentor and guide other employees. Ability to provide direction and guidance to process improvements. * Ability to articulate clearly, recommend and explain resolutions /clients. * Understand and utilize ITIL. * Represent the company in a face to face customer location visit, industry conference/trade show, vendor meeting, etc. * Perform all the above work in native-level English language (as well as perhaps other local language, like Hindi) What you need to bring: * Ability to work late night shift India/Bengaluru time (US time zone hours); an 8-hour shift sometime within the hours of 6:30 PM to 3:30 AM or 9:30 PM to 6:30 AM Bengaluru time * Technical knowledge of HPE Storage, including MP Block, MP File, and/or MP Object. * Excellent verbal and written communication skills in English (business English/native level speech), as well as one other language. * Advanced troubleshooting skills in a technical environment. * Excellent analytical and problem solving skills. * Advanced Software and hardware knowledge of computing, storage and peripheral devices. * Specific knowledge and training with the company's storage products. Knowledge of multiple product lines (for example, proactive, reactive, storage, enterprise systems, tier 2 or 3 support, etc.). * Skills with automation tools and AI tools to increase efficiency. * Proficiency with case management databases and tools. * Superior customer service skills. * Phone and remote support experience. E-support experience, knowledge and resolution ability. * Ability to learn deep technical information at the engineering level, and then be able to explain it to a layman customer in a way that they will understand. * Ability to solve and document solutions for usage of other technicians and customers. * Ability to mentor new agents. * Ability train peers on solutions. * Ability to take full ownership for resolution with escalated customers. * Ability to lead technical action plans. * Lead or provide expertise to teams or projects. * Highly Developed knowledge of more complex solutions. 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, Customer Solutions, Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity {+ 5 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 #operations Job: Services Job Level: Master 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. COVID Policy The health and safety of our team members, customers and partners is paramount at HPE. Accordingly, if applicable to the role you applied to, you must be fully vaccinated against COVID-19 by the employment start date where permitted by law. Exemptions based on medical, religious or other grounds will be processed and approved in accordance with local laws. 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. Please click here: Equal Employment Opportunity. If you’d like more information about your EEO right as an applicant under the law, please click here: 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. You can also download the posters with information on legal rights and protection by clicking here and 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 recruiting@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

This role involves assisting with the resolution of HPE storage technical issues (hardware and software) from various contacts and proactive notification systems, while managing critical technical and business escalations for the customer. The manager will also contribute to the development of automation or use of AI tools to improve organizational efficiency.