Federal Government Technical Service Advisor – Security Clearance Preferred

Hewlett Packard Enterprise•Chippewa Falls, WI

73d•$81,500 - $187,500•Onsite

About The Position

This role has been designed as ‘Onsite’ with an expectation that you will primarily work from an HPE office. 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. Provide technology consulting to external customers and internal project teams. Responsible for providing technical support and/or leadership in the creation and delivery of technology solutions designed to meet customers’ business needs and, consequently, for understanding customers’ businesses. As trusted advisor create and maintain effective customer relationships so as to insure customer satisfaction. Maintain knowledge of leading-edge technologies and industry/market domain knowledge. Actively contribute to the company’s solutions portfolio by providing information ranging from technical knowledge to methodologies based on experience gained from customer projects. Shape technical direction and technical strategies within the organization and for external customers. Accountable for consistent and significant chargeability levels (or expense relief for internal project teams) and for assisting in meeting or exceeding revenue and customer satisfaction goals. Contribute to organization’s profitability by generating and cultivating new business opportunities and by providing technical support for deal proposal development. Contributions impact technical components of HPE products, solutions, or services regularly and sustainable. Applies advanced subject matter knowledge to solve complex business issues and is regarded as a subject matter expert. Provides expertise and partnership to functional and technical project teams and may participate in cross-functional initiatives. Exercises significant independent judgment to determine best method for achieving objectives. May provide team leadership and mentoring to others. This role requires being on-site minimally 3 days a week, potentially more as the business needs demand. This role is supporting the US Federal Government, so does require US citizenship and clearance at time of hire or the ability to obtain one. The Advanced Services team provides exceptional outcomes and remarkable customer experience through "forward-looking" technical services to optimize network reliability and performance for designated customers. We are passionate about enabling our customers towards a fast, risk-free deployment of network services. We assist our customers in evaluating networks for performance, scalability, and security and provide recommendations on network configurations and topologies to improve operational performance and identify/ mitigate major risk areas. Partnering on short-term projects such as recommendation and implementation of new HPE software and hardware features in the customer's network.

Requirements

4+ years of experience in designing, implementing, and solving technical problems for state-of-the-art Datacenter, IP/MPLS- Networks in customer facing roles.
4+ years of customer-facing experience in this capacity
4+ years of experience working with teams, collaborating and mentoring in a team or project lead capacity
Candidate must be eligible for US Government Issued Security Clearance.
High exposure to network operations environment.
The candidate must have a deep understanding of core IP networking concepts (TCP/IP, QoS, VLAN, STP, IPSEC, NAT, IPv6). Should possess reasonable expertise in Layer2, Layer3 protocols such as VRRP, OSPF, BGP, Multicast, MPLS VPN.
Amiable communication, interpersonal, and social skills will make a difference!
Ability to operate independently, including management of priorities in unstructured environment.
The successful candidate will demonstrate and be a role model for the values of HPE

Nice To Haves

Security Clearance Preferred
Experience working in military or emergency services is highly preferred.
Knowledge and experience of the newest technologies such as Segment Routing, Traffic engineering, DC switching, VxLAN, EVPN, SD-WAN & Wireless is a plus.
Experience working in large enterprises, Network service providers have added advantage.
ITIL Framework process knowledge will be an added advantage.
Experience and desire to work on automation will be valuable in long run.
HPE product certifications (JNCIS/JNCIP/JNCIE) or industry equivalents are helpful.
We prefer candidates with bachelor’s degree in electrical/electronic Engineering, Computer Science or equivalent. A Business degree such as MBA would be an advantage.

Responsibilities

This role requires you to be a customer advocate within HPE and be a single point of contact for the customer for all post-sales service needs
Stay in alignment with the customer and accounts team concerning the services sales and delivery.
Help support cases resolved as per SLAs and expedite/escalate critical issues among HPE technical support teams. Provide relevant technical inputs to facilitate and expedite escalated problem resolution.
Proactively escalates and brings people with required expertise together to bring critical and important issues to closure.
Act as an interlock between Customer and HPE Professional Services, Advanced Services, and Education Services for the services to be delivered to the customer.
Engages on the major projects for service requirements, risk management, and expectation setting with the account team, partners, and customers.
Conduct Periodic reviews with the customer on HPE service delivery metrics, SLA, and quality.
Establish a customer-specific operational status and reporting framework (preferably using ITIL), and lead in the delivery and presentation of status reports.
Uses technical knowledge to review and assess open software defects. Discovers potential risks associated with the deployment plans and partners with the customer to develop mitigation plans.
Assist the customer in making use of proactive consulting services such as technical analysis and recommendations (Impact assessment and analysis, health check analysis, software upgrade analysis, config review, etc.)
Partners with Customers in conducting periodic HPE product health checks and Configuration/Design reviews to identify potential improvement areas. Based on the evaluation make a relevant recommendation to optimize operational performance concerning design/topology/configuration.
Reviews and evaluates network change plans and assists in the planning of new feature implementation and product deployment. Allies with internal teams to resolve identified risks in software.
Engages with HPE engineering teams to improve potential quality issues with products.
Document and maintain customer network solutions knowledge and educate other internal HPE resources for a better support experience.
Focused on Customer Success
Manage all customer escalations as the single customer point of contact for post-sales activities
Monitor, manage, and audit case progress
Oversee customer escalation management
Schedule proactive cases with the HPE Networks® Technical Assistance Center ( GTAC) for planned end-user software upgrades and/or major configuration changes
Lead weekly, bi-weekly, monthly customer review meetings
Conduct Service Business Reviews (SBRs)
Track product End of Life / End of Service planning
Track and update asset inventory, contract level, and physical locations to ensure agreement between end-user and HPE data bases
Track asset recovery management
Partners with Account Team to enable customer via Service Portfolio with desired adoption of features / functions
Prepare and deliver Postmortem/Root Cause Analysis on technical and process issues
Perform trend analysis on both customers identified and internally recognized issues, drive other organizations to develop a problem resolution
Conduct HPE Customer Support process training/review sessions
Document and maintain customer information and educate other HPE internal resources on the supported customer(s)