Technical Support Assoc Mgr

Technical Support Assoc Mgr

  

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 Family Definition:

Solves technical issues across a broad range of technologies (Servers, Storage, Network and SAN) providing Cloud Services solutions for customers. With in-depth engineering level technical product skills or skills across related technologies, applies advanced troubleshooting techniques and solution-oriented, data driven approaches to proactively identify and correct service degradation issues for customers. Beyond the break-fix model, takes end-to-end ownership and communication (internal and external) of the solution from deployment to end-of-life using established clusters of activities which produce a defined outcome. Responsible to monitor, manage and administer the health, capacity & performance of Cloud Services. Architects and develops tailored solutions through a variety of customer contact channels in a hybrid environment: on-site and remote. End-to-end ownership to advise & optimize (internal & external) on application best practices, infrastructure optimization & continuous improvement, compliance & security management, and new services. Typical tasks may include incident & problem resolution, and change, performance & capacity management.

Management Level Definition:

Contributions include applying developed subject matter expertise to solve common and sometimes complex technical problems and recommending alternatives where necessary. Might act as project lead and provide assistance to lower level professionals. Exercises independent judgment and consults with others to determine best method for accomplishing work and achieving objectives.

Responsibilities:

• The candidate is expected to work in a highly dynamic and technical environment with relentless focus on delivering excellence to Juniper customers. 

• Ensure that the necessary processes and policies are in place and are adhered to in effort to meet the service level agreements and customer satisfaction goals of the organization.

• Understand customer’s impact, prioritize, own, and effectively communicate among various stakeholders.

• Manage and lead a team of high-performance Technical Support Engineers who deliver support to customers of security product range of Juniper.

• 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.

• Set team goals aligned with company objectives & key results (OKR), periodic performance management, enable team members with career growth plan and development.

• Prepares and conducts customer operations reviews with the Advanced Services team to ensure all customer issues are being addressed in a timely and professional manner. Adhering to operational metrics such as customer satisfaction scores, SLAs, response times and backlog management.

• Develops specific business strategies and plans by exploring opportunities to grow the business in the areas of advanced and professional services.

• Develops technical support policies and procedures to ensure consistent service delivery across the customer base and with a constant focus of improving customer satisfaction.

• Build lasting relationship with customer, partner, field team and other internal stake holders.

• Manage customer escalations, participate in customer meetings and reviews.