Critical Event Manager

Critical Event Manager

  

This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2-3 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 diverse 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:

   

Critical Event Manager (CEM) is a regional or in-country pooled reactive resource, engaged for critical incidents for customers with a solution portfolio offering (such as Complete Care / Datacenter Care). The role requires a broad technology knowledge and business awareness.

The CEM is authorized to engage and collaborate across GSD (GSR, Accounts Team, Field, Supply Chain, and ERT) ensuring that the critical incidents are efficiently driven to the resolution through remote support or a service delivery. The primary role of a CEM is respond to and act on case monitoring triggers on critical incidents to ensure that HPE maintains contractual commitments and service level agreements (Call to Repair – CTR, Response, etc.) and monitor the overall customer relationship on critical cases. The CEM will make sure that all the interactions done are well documented in the case for future reference and/or customer reviews. Another part of CEM responsibility is to follow a predefined process for a specific customer to deliver the best results.

A CEM holds alsoresponsibility of ensuring that customer and HPE management are informed on the progress of the case while internally removing any roadblocks in resolving the case and also reducing the chances of Business Escalations while managing Customer Experience.

How you will make your mark:

• Managing Critical cases for HPE Solution Domain Customers logged through any entry points (Voice, Customer Portal, Automated (Machine to Machine))

o Complete Care – Severity 1 & 2

o Legacy Mission Critical – Severity 1

o Proactive Care Advanced – Severity 1

o Proactive Care – Severity 1 (TSS discretion)

o Close coordination with the TSS to ensure the case progresses to resolution without any roadblocks

• Inter-departmental collaboration for smooth process functioning and resolution delivery

• Facilitate expedited elevation/escalation, if required

• De-briefing Business Escalation Manager, if one is engaged

• Ensuring the any/all Service Level Agreement (SLA) are respected

• Providing updates to the customer and HPE management and Account team on the progress/status of the case, if applicable, abiding by the escalation matrix

• Complete documentation of the interaction with the customers and internal HPE teams

• If applicable, provide ‘Post Incident Review’ (PIR) or PIWAC to customer and account team as per the case requirement or regional guideline

About you:

• Bachelor’s or Master’s degree preferably in technical studies or equivalent on the job experience 

• Experience in handling critical customer situations 

• Experience in project/escalation management or in similar roles/businesses is an asset 

• Ability to summarize technical content for non-technical executive audience and maintain case documentation quality throughout the case

• Solution domain customer centric mindset

• Complete awareness of remote support delivery models (e.g. CoE, Masters, etc.)

• Awareness of other elements of delivery models (e.g. Supply Chain, Field, ER/ET, Orange)

• Demonstrated success managing large, complex projects as well as matrix organizations, including critical customer support escalations

• Maintain case documentation quality throughout the case

• Demonstrates an in-depth understanding of key company Services' operational policies, processes, and methodologies applicable to case management and documentation

• Proven ability to identify and implement customer-specific process improvements

• Knowledge of HPE portfolio, organizations, processes and support systems

• Basic level of technical competency across all appropriate technologies

• Fundamental HPE Product and