Managed Services Manager

Managed Services Manager, HPE Private CloudThis role has been designed as ‘Hybrid’ with an expectation that you will work on average 2 days per week from an HPE office.

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.

The HPE Managed Services Manager (MSM) is the Customer’s primary point of contact with for HPE Managed Service and is responsible for the overall delivery of the Managed Service solution for specific account and acts as the customer’s single IT management focal for all service-related issues, technical escalations and integration actions.

The MSM is an experienced Program Manager and Escalation Manager will provide advice and guidance regarding the routine delivery of the Customer’s critical IT services and the running of service management processes and technology. If potential risk factors are identified through the delivery of these Services, HPE will provide related recommendations for consideration by the Customer and implementation via the appropriate Change Management process.

What you will do:

Key Responsibilities:

• Participate in the onboarding and transition of new hybrid cloud managed services customers.
• Ensures HPE billing and metering systems are set up and operational for aaS customers.
• Creation and maintenance of Customer Account Support Plans.
• Oversees delivery of post-implementation services and coordinates proactive services.
• Co-ordinates and hosts regular operational support meetings with customers based on the agreed frequency covering performance, recommendations, updates and action plans.
• Manages customer escalations in a timely manner. Participate in formal Escalation when required to support escalation especially during P1 issues.
• Validates monthly billing amounts for customer accounts.
• Manages any SLA Claims, in collaboration with HPE and customer teams.
• Monitors capacity and usage in environment to Identify any potential growth / change requests.
• Leverage internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools, to provide the most effective solutions to customer issues.
• Collaborates with other HPE and partner teams in diagnosing and isolating the cause of complex issues.
• Lead and co-ordinate Change Management activities / Implementation.

Must Have:

• Industry knowledge and experience of managing and implementing Hybrid Cloud solutions.
• Ability to apply developed subject matter knowledge to solve common and complex business issues.
• Experience building and maintaining strong customer relationship up to senior management level in assigned accounts.
• Knowledge and understanding of ‘as a service’ (aaS) operations.
• Broad technical knowledge on Compute, Storage and Networking, Virtualization, Containers and Bare metal technologies, software and tools.
• Apply solutions to meet highly complex customer needs and identify additional services that could lead to future service revenue growth.
• ITIL/ITSM knowledge / certification.
• Thorough knowledge of company products and services offerings, company organization, competition and market trends.
• Ability to communicate tactfully with diplomacy up to senior management levels within an organization.
• Active listening skills and ability to adjust messages to audience level.
• Problem-solving skills (proactive, reactive and creative).
• Well versed in technical competencies, communication, analysis and presentations. intermediate skills in project management.
• Build & manage strong customer relationships.
• Apply business management & financial concepts to analyze business needs.
• Excellent Good written and verbal communication skills (Mandatory).
• Zeal for going the extra mile to solve customer issues.
• Expert-level skills with Microsoft Office applications, including Word, Excel, PowerPoint and Outlook.
• Demonstrated English verbal, written, and typing skills.
• Demonstrated ability to understand and communicate effectively with a customer at a medium technical level and high management level.
• Team player and mentor.
• Proven Account management skills are preferred.
• Demonstrated Program Management skills and high organizational skills required, PMP certification desired.
• Flexible to work in 24X7 support environment.
• Expert-level skills with Microsoft Office applications, including EXCEL and Outlook.

Good to have:

• Proven analytical skills and ability to work under pressure.
• Operating Systems Knowledge – administration and support on VMware, Windows HyperV.
• Linux/Microsoft/VMware or equivalent experience/certification will be an added advantage.
• Take ownership and work with high productivity and efficiency.
• Support other team members and seek their advice to make decisions on complex issues.
• Deliver trainings when required.
• Good knowledge of the HPE Portfolio.
• Basic knowledge of one or more of the following technologies: Networking, Synergy, HP-UX, UNIX, LINUX, Storage, Networks, Microsoft Exchange, or Microsoft Windows.

What you will bring:

Eligibility & Qualification:

• Four years of university education in a technical field or equivalent experience.
• A professional degree or equivalent experience and 5+ years of related experience.
• Expert-level skills with Microsoft Office applications, including EXCEL and Outlook
• Demonstrated English verbal, written, and typing skills.
• Demonstrated ability to understand and communicate effectively with a customer at a low technical level and high management level.
• Account management skills are preferred.
• Demonstrated Program Management skills and high organizational skills required, PMP certification desired.

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}

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.

#india#operations

Job:

Services

Job Level:

Expert

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.

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