Technical Outage Manager

Technical Outage ManagerThis role has been designed as ‘’Onsite’ with an expectation that you will primarily work 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.

What you’ll do:

Responsibilities:

The Technical Outage Management (TOM) Team is a part of the Engineering Solutions and Support Team within the Global Support Remote Organization and is uniquely positioned to help customers transform their businesses and get measurably more from their IT investments. The Technical Outage Manager (TOM) is a key contributor to the success of the company.  

A TOM is the key to a successful Escalation/Outage solution. This individual brings together all elements needed to ensure the escalation, Outage, or issue at hand is resolved in a manner that is both efficient and concludes in an outcome that suits the business needs of the customer and HPE.  

The TOM is responsible for the overall management of an Escalation/Outage and owns the overall action plan, and management-level communication, and drives decision-making processes both internally and externally.  

The TOM is part of a highly valued team that coordinates technical resources across multiple departments and ensures customer success by communicating professionally and promptly during the process of leading Technical Escalations/Outages.  

In the most critical situation for a customer the TOM, backed by all Global Support Delivery Teams, will enable HPE to make the difference in providing support to our customers. The holder of this position will be part of the Technical Outage Management Team, reporting to the Manager - Technical Outage Management  

Other key deliverables include:

·         Act as the focal point for Technical Escalations/Outages liaising between the customer and the internal stakeholders.

·         Act as the customer advocate and liaison to drive customer satisfaction.

·         Create and track the plan of action for each issue by aligning technical resources including Escalation Specialists, Level 2 Teams, Field Technical support representatives, and Engineering to drive timely resolution of Escalations/Outages.

·         Proactively engage with internal stakeholders to help HPE meet SLAs, organizational goals, and metrics.

·         Understand the technical problem and its impact on the customer’s business.

·         Communicate and effectively manage the customer's expectations at all levels of their organization.

·         Spearhead internal/external conference calls to lead Escalations/Outages.

·         Create strong synergies within the internal teams

·         Ensure the highest levels of customer satisfaction by proactively delivering information about Outages at a frequency that matches the situation's urgency.

·         Maintain a strong commitment to building relationships with the customer. (Strong communication and negotiation skills are required.)

·         Get engaged during complex situations such as multiple product failures, severe production outages, performance degradation issues, data loss/corruption, and legal/media issues and take complete ownership of the situation and drive to restoration of services.

Operational Excellence:

·         Must actively work with all groups, tools, and processes to resolve open issues in an efficient and timely manner.

·         Should be able to multi-task with the situation at hand

·         Be responsible for and ensure all aspects of the Outages/Escalation Management are carried out.

·         Adhere to internal tools documentation standards

·         Provide timely updates, to both the internal and external stakeholders.

·         Attention to detail

Cultural Attributes:

·         Communicator: possess strong & effective communication skills capable of interacting with customers and top-level management in both an oral and written manner.

·         Team-Oriented: Be capable of embracing the ideas of others (even if they conflict with your own) for the sake of the company and client.

·         Entrepreneurial: Thrive in a fast-paced, changing environment and be excited by the chance to play a large role.

·         Passionate: Be passionate about collaboration and ensure our customers are successful.

·         Self-motivated: Be able to work with minimum supervision and be capable of strategically prioritizing multiple tasks proactively.

·         Leadership: Step up to challenges, take the initiative, drive decisions, and lead diverse teams to success

What you need to bring:

Education and Experience Required:

5-7 years’ experience in project/escalation management or similar roles/businesses

·         Experience in working with technology business, preferably storage.

·         5 + years’ experience in handling high-level escalations for huge organizations or similar demonstrated experience

·         Bachelor’s degree or master’s degree in technical/scientific discipline or equivalent on-the-job experience

Knowledge and Skills:

·         Knowledge management skills: creation and re-use of intellectual capital

·         Excellent communication and leadership skills

·         Excellent project management and organizational skills

·         Team player: ability and willingness to motivate and support other engineers

·         Should be flexible to work in the nights or any flexible hours as per the business requirement as the technical escalation manager needs to manage outages/escalations for a 24*7 functioning organization.

·         ITIL & PMI knowledge or certification is an asset

Accessibility

HPE is committed to creating an inclusive and accessible workplace and encourages applications from all qualified individuals, including those with disabilities. If you believe you require accommodation during any stage of the application or interview process, please submit your request by completing our secure form linked here.

Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability.

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.

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Job:

Services

Job Level:

Specialist

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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