Senior Technical Service Advisor at Hewlett Packard Enterprise

Bangalore, karnataka, India -

Full Time

Start Date

Immediate

Expiry Date

13 Apr, 26

Salary

0.0

Posted On

13 Jan, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Core IP Networking Concepts, Layer2 Protocols, Layer3 Protocols, Network Operations, Automation, Customer Facing Roles, Technical Problem Solving, Risk Management, Interpersonal Skills, Communication Skills, ITIL Framework, Cisco Certifications, Arista Certifications, Aruba Certifications, Juniper Certifications, Critical Thinking, Customer Relationship Management

Industry

Information Technology & Services

Description

Senior Technical Service Advisor This role has been designed as ‘’Onsite’ with an expectation that you will primarily work 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: What you'll do: The Advanced Services team provides exceptional outcomes and remarkable customer experience through "forward-looking" technical services to optimize network reliability and performance for designated customers. We are passionate about enabling our customers towards a fast, risk-free deployment of network services. We assist our customers in evaluating networks for performance, scalability, and security and provide recommendations on network configurations and topologies to improve operational performance and identify/ mitigate major risk areas. Partnering on short-term projects such as recommendation and implementation of new software and hardware features in the customer's network. This role requires you to be a customer advocate and be a single point of contact for the customer for all post-sales service needs Stay in alignment with the customer and accounts team concerning the services sales and delivery. Help support cases resolved as per SLAs and expedite/escalate critical issues among technical support teams. Provide relevant technical inputs to facilitate and expedite escalated problem resolution. Proactively escalates and brings people with required expertise together to bring critical and important issues to closure. Act as an interlock between Customer and Professional Services, Advanced Services, and Education Services for the services to be delivered to the customer. Engages on the major projects for service requirements, risk management, and expectation setting with the account team, partners, and customers. Conduct Periodic reviews with the customer on service delivery metrics, SLA, and quality. Establish a customer-specific operational status and reporting framework (preferably using ITIL), and lead in the delivery and presentation of status reports. Uses technical knowledge to review and assess open software defects. Discovers potential risks associated with the deployment plans and partners with the customer to develop mitigation plans. Assist the customer in making use of proactive consulting services such as technical analysis and recommendations (Impact assessment and analysis, health check analysis, software upgrade analysis, config review, etc…) Partners with Customers in conducting periodic product health checks and Configuration/Design reviews to identify potential improvement areas. Based on the evaluation make a relevant recommendation to optimize operational performance concerning design/topology/configuration. Reviews and evaluates network change plans and assists in the planning of new feature implementation and product deployment. Allies with internal teams to resolve identified risks in software. Engages with engineering teams to improve potential quality issues with products. Document and maintain customer network solutions knowledge and educate other internal resources for a better support experience. Skill specifications The candidate must have a deep understanding of core IP networking concepts (TCP/IP, QoS, VLAN, STP, IPSEC, NAT, IPv6). Should possess reasonable expertise in Layer2, Layer3 protocols such as VRRP, OSPF, BGP, Multicast, MPLS VPN. Knowledge and experience of the newest technologies such as Segment Routing, Traffic engineering, DC switching, VxLAN, EVPN, SD-WAN & Wireless is a plus. Experience working in large enterprises, Network service providers have added advantage. ITIL Framework process knowledge will be an added advantage. Experience and desire to work on automation will be valuable in long run. Amiable communication, interpersonal, and social skills will make a difference! Cisco/Arista/Aruba/Juniper product certifications or industry equivalents are helpful What you need to bring: Experience with customer facing roles is essential. We prefer candidates with bachelor’s degree in electrical/electronic Engineering, Computer Science or equivalent. A Business degree such as MBA would be an advantage. 8+ years experience in designing, implementing, and solving technical problems of the state-of-the-art Datacenter, IP/MPLS- Networks. High exposure to network operations environment. Ability to operate independently, including management of priorities in unstructured environment. Additional Skills: Accountability, Accountability, Active Learning, Active Listening, Bias, Business Growth, Client Expectations Management, Coaching, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Centric Solutions, Customer Relationship Management (CRM), Design Thinking, Empathy, Follow-Through, Growth Mindset, Information Technology (IT) Infrastructure, Infrastructure as a Service (IaaS), Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity, Process Improvements, Product Services, Relationship Building {+ 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 #networking Job: Services Job Level: TCP_04 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

The Senior Technical Service Advisor will provide exceptional technical services to optimize network reliability and performance for designated customers. This includes acting as a customer advocate, managing post-sales service needs, and conducting periodic reviews on service delivery metrics.