Technical Problem Manager

This role has been designated as ‘Edge’, which means you will primarily work outside of an HPE office.

Job Description:

At Hewlett Packard Enterprise (HPE), we live by three core values that drive our business: Partner. Innovate. Act. These values combine to help us create important work all over the world to advance how people live and work

• Manage and coordinate problems that may span multiple technologies
• Manage technical action planning across multiple customer / partner resources
• Lead / drive virtual technical teams within Aruba / Partner to isolate the cause of a technical issue
• Communicate Technical action plan, drive internal Aruba / Partner communications
• Work with the local solution center, customer account team, Aruba / Partner onshore and offshore teams, as well as other resources like outage leader, escalation manager etc.
• Negotiate to bring correct resources together to focus on an issue

• Identify systemic issues and provide the systematic improvement plan
• Identify top issues and ensure relevant recursive technical trainings are delivered via SMEs
• Create / Audit Standard Operating Procedures (SOPs) themselves or using SMEs
• Availability in office / on call as needed
• Adherence to Production Floor processes
• Manage individual customer accounts to ensure the backlogs are under control, the key parameters are met, and use standard methodologies (Lean, Six Sigma, ITIL, Agile etc.) to improve experience for customers as well as efficiency for GMS

• Experience in effectively coping with a fast-paced, high-pressure role in a constantly changing business environment
• Strong focus on teamwork
• Proven communication skills (written and Verbal)
• Take complete ownership of the customer’s technical problem until resolution
• Creative, open minded. Guided, but not hindered by process in pursuit of a solution
• Willingness to grasp the opportunity to learn new technologies and methodologies
• Systematic thinking
• Goal-driven and Result oriented
• Motivated by new challenges/technology
• Passion for Customers
• Ability to avoid escalations / de-escalate as needed by being the customer’s trusted advisor. Relational Intelligence, Confidence, Energy and Mental Fortitude are some of the traits that can go a long way in establishing a Problem Manager’s status as a trusted advisor for the customer
• Proactive, with an ability to get a 360° view of the issue to understand the perspectives of all the stake-holders

• Technologies and Concepts – Domain expertise in at least one technology, basic awareness in at least 3 other technologies to be able to drive meaningful technical discussions
• Products – Specialization / Product-level Expertise in at least 3-5 products (can be from the same technology)
• Tools – Familiarity with Management Consoles and Tools (Aruba Central, Airwave, ClearPass, OneView, ApexCentral, vCenter, Windows Server management etc.). Also, monitoring and ticketing tools like ServiceNow, SFDC, SolarWinds, Nagios. Familiarity with Security-specific tools will be a plus

Datacenter Technologies – Strong understanding of at least one of the following technologies and basic/intermediate understanding of the others – Server, Networking, Storage, Virtualization, Operating Systems, Security, Backup/Restore/DR etc.

We offer:

• A competitive salary and extensive social benefits

• Diverse and dynamic work environment

• Work-life balance and support for career development

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Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.

HPE will comply with all applicable laws related to the use of arrest and conviction records, including the San Francisco Fair Chance Ordinance and similar laws and will consider for employment qualified applicants with criminal histories.