Escalation Manager

Hewlett Packard Enterprise-posted 13 days ago

Full-time • Entry Level

Hybrid • Spring, TX

5,001-10,000 employees

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The Escalation Manager (EM) is part of the Global Escalation Management (GEM) organization within the HPE Support Services Delivery (SSD) organization and is uniquely positioned to help customers transform their businesses and get measurably more from their IT investments. The Escalation Manager within GEM, is a key contributor to the success of the company. The Escalation Manager (EM) 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 EM is responsible for the overall management of an Escalation and owns the overall action plan, management level communication and drives decision making processes both internally and externally. The Escalation Manager (EM) is a part of a highly valued team that coordinates technical resources across multiple departments and ensures customer success by communicating professionally and in a timely manner during the process of leading Escalations/Outages. In the most critical situation for a customer the Escalation Manager (EM), backed by all HPE Support Services Delivery organizations, will enable HPE to make the difference in providing support to our customers. The holder of this position will be part of the Global Escalation Management Team in the Americas region (during North America time zones), reporting to the Area Escalations Manager.

Act as the focal point for Escalations/Outages liaising between the customer and the internal stake holders.
Act as the customer advocate and liaison to drive customer satisfaction.
Create a plan of action for each issue by aligning technical resources including Technical Specialists, Solution Center Teams, Field Delivery organization and Engineering to drive timely resolution of Escalations/Outages.
Proactively engage with internal stake holders to help HPE meet SLA’s, 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, along with being an active participant in the Escalation Management community.
Ensure highest levels of customer satisfaction by proactively delivering information about Escalations/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 failure, 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.
Be responsible for and ensure all aspects of the Outages/Escalation Management are carried out.
Adhere to EM tools documentation standards
Provide timely updates, to both the internal and external stakeholders

Experience in working with technology business, preferably storage, servers, and networking.
Bachelor's (undergraduate) degree or Master's (graduate)degree in technical/scientific discipline or equivalent on the job experience
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 24x7 functioning organization.
Must actively work with all groups, tools and processes to resolve open issues in an efficient and timely manner.
Communicator : possess strong & effective communication skills capable to interact 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 in a proactive manner.
Leadership: Step up to challenges, take the initiative, drive decisions and lead diverse teams to success
Good understanding of service management principles, excellent understanding of Incident Management and Problem Management
Good understanding of project management (PM) techniques and tools
Services or Technical background
Excellent verbal and written communication skills
Sound negotiating and excellent presentation skills
Proficient in English
Be able to support our customers 24x7, as part of standby rotation
Should be able to manage stress
Effective at problem-solving
Ability to summarize Technical content for non-Technical executive audience
Broad knowledge of corporate policies, products, markets and processes, as well as an understanding of business management principles and practices
Good knowledge of all relevant HPE services, competition, market trends, third parties
Developing leadership/mentoring skills
Able to lead cross-functional teams to achieve desired outcomes
Able to make and drive sound decisions under high pressure situations

ITIL & PMI knowledge is an asset

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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