Technical Support Manager - ARC Support at Hewlett Packard Enterprise

Bangalore, karnataka, India -

Full Time

Start Date

Immediate

Expiry Date

11 Jul, 26

Salary

0.0

Posted On

12 Apr, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Networking technologies, TCP/IP, Routing protocols, ISP network architecture, Technical support management, Customer satisfaction, Data analysis, Team leadership, Service provider environment, Operational efficiency, Customer advocacy, Communication skills, Problem-solving, Agile methodology, Cross-functional teamwork, Quality management

Industry

IT Services and IT Consulting

Description

Technical Support Manager - ARC Support 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: Customer Focused Technical Support ( CFTS) Team is part of HPE’s Technical Assistance Centre (TAC) which provides designated senior support engineers with deep product knowledge to support their customers. These support engineer are experts in networking technology and skilled on customer network architecture, which enables them to deliver world class premium support to HPE’s customers. This opening is for a Technical Support Manager for the CFTS team supporting all HPE products (MX, PTX, ACX, QFX, EX, SRX etc.) and it’s solutions to cable customer vertical. Key Responsibilities (includes but not limited to the following): Manage and lead a team of high performance Technical Support Engineers who delivers focused and dedicated support to a CFTS Customer vertical (Service Provider Platform). Deliver Remarkable & differentiated customer support experience and achieve high customer satisfaction (CSAT). Hire, Train & Retain Technical Talent in the team aligning with the Juniper values & business objectives. Metrics management and drive continuous / quality improvement initiatives. Analytic experience in using data/trends to make proactive decisions and drive operational efficiency. Resposible to deliver 12/7 coverage to CFTS global customers during India coverage. Set team goals aligned with company objectives & key results (OKR), periodic performance management, enable team members with career growth plan and development. Build lasting relationship with customer, partner, field team and other internal stake holders. Manage customer escalations, participate in customer meetings and reviews. Partner with cross functional team like Sales, Advance Services, Professional Services to meet customers objective and achieve service level agreement (SLA). Collaborate with Testing, Development, Technical documentation, global CFTS team to deliver consistent support to CFTS customers round the clock. Perform rotational Duty Manager role ( on call) for weekday and weekends. Create an innovative, open and high performing culture in the team. Demonstrate ownership – make timely, thoughtful and bold decisions. What you need to bring: Preferred Work Experience: Past work experience in networking technologies : TCP/IP, Routing protocols, ISP network architecture etc. Prior work experience in TAC team, Service provider environment and managing their end customers. Excellent understanding of 24x7 TAC operations in supporting global customers and their critical network activities of Service Provider and Cable vertical. Proven record in Hiring and managing technical talent with varied experience. Creating an open, energetic, and problem-solving culture in the team. Personal Attributes: Customer Advocacy – Be the Customer’s advocate in the organization. Excellent Communication Skills – Clear and Crisp communication (email and verbal), Ability to adapt the communication based on the audience. Ownership and Problem – Solving mindset Ability to work with different stakeholders for outcomes. Obsess about Quality – Strive for delivering quality output in every interaction. Encourage diversity and innovation. Qualification: Engineering Graduate with 12+ years of networking experience, includes 3+ years of relevant Support operational and People Management experience. Juniper/Aruba products knowledge and Junos/AOS experience / certifications would be an added advantage. Additional Skills: Accountability, Accountability, Action Planning, Active Learning, Active Listening, Agile Methodology, Agile Scrum Development, Analytical Thinking, Bias, Coaching, Creativity, Critical Thinking, Cross-Functional Teamwork, Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design, Design Thinking, Empathy, Follow-Through, Group Problem Solving, 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 #networking Job: Engineering Job Level: Manager_2 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

Manage and lead a high-performance team of technical support engineers to deliver premium support to service provider customers. Drive operational efficiency, manage customer escalations, and collaborate with cross-functional teams to ensure high customer satisfaction and service level agreement compliance.