Technical Escalation Manager (f/m/d)

Technical Escalation Manager (f/m/d)

  

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:

   

Escalation Management, part of the Global Escalation Management (GEM) organization within HPE Operations Services Delivery Experience, manages complex, difficult or unexpected post-sales situations with significant business risk where standard service, support or repair processes are unable to deliver a satisfactory solution to a technical problem in an acceptable time frame. The team's processes and tools are global, providing the customer with consistent execution anywhere in the world. The delivery is local, providing an integrated and personalized service within easy reach of the customer and Account Teams.

Escalation Management enables HPE to efficiently handle exceptional situations through leadership, effective resource & stakeholder management, collaboration, and clear concise communication.

The holder of this position will be part of the DACH Escalation Team and work primarily with German customers in German language and a focus on technical solutions.

Further information can be found on https://hpe.sharepoint.com/teams/em-emea

The Technical Escalation Manager (TEM) is the key to a successful escalation solution. This individual brings together all the elements needed to ensure the escalation or issue at hand is resolved in a manner which is both efficient and concludes in an outcome which suits the business needs of the customer and HPE.

• The TEM is responsible for the overall management of an escalation and owns the overall action plan, the management level communication and drives decision making processes both internally and externally.  Engagements start with a Manager Review and the mutual agreement of problem statement and closure criteria and ends with facilitating and leading the Post Escalation Review (PER).
• The TEM takes an active part in gathering of trend data and post escalation reviews which are fed into the 'Problem Resolution' and "Closed Loop Corrective Action" management processes within GEM and the larger HPE.
• The TEM is an active member of a global Escalation Manager community and contributes to develop, share and maintain "best in class" practices within the community. This includes all GEM and other HPE Services Escalation Management functions, especially Outage Management and Critical Incident Management.
• The TEM will closely collaborate and network with all involved HPE organizations, especially SXD Germany, GTM Germany, Global Support, CSC and ERT.

  

The TEM role offers to gain deep insight and understanding across HPE products and services together with an organizational and personal network across HPE organizations from Global Engineering over Sales and Category to Global Support and Field Delivery.  We work in a pivotal role between global and local organizations and between client management and technical problem resolution, and our topics range from critical device failures over general product issues to complex IT infrastructure solutions.  As we manage the exceptional, the ability to act efficiently and reasonably within and beyond established processes is key, and that ability is a valuable skill for any further career path.

In this role as Technical Escalation Manager you:

• Enable Services Experience Delivery and Global Support to handle the exceptional situation: analyze the situation, identify, agree and achieve solutions for HPE and the customer beyond standard processes
• Form and lead the Escalation Team for which they are in the role of Escalation Manager
• Own all aspects of the escalation for which they are in the role of Escalation Manager
• Create, advise on and direct development and execution of the overall Action Plan
• Drive internal and external manag