Federal Government Technical Service Advisor – Security Clearance Preferred

Hewlett Packard Enterprise • Chippewa Falls, WI

72d • $81,500 - $187,500 • Onsite

About The Position

Hewlett Packard Enterprise (HPE) is seeking a Federal Government Technical Service Advisor to provide technology consulting to external customers and internal project teams. This role involves providing technical support and leadership in creating and delivering technology solutions tailored to customer business needs. The advisor will act as a trusted advisor, maintaining effective customer relationships to ensure satisfaction. Responsibilities include staying updated on leading-edge technologies and industry knowledge, contributing to HPE's solutions portfolio, and shaping technical direction for both the organization and external customers. The role is accountable for maintaining chargeability levels, meeting revenue and customer satisfaction goals, and contributing to profitability by identifying and cultivating new business opportunities and supporting deal proposals. Contributions significantly impact technical components of HPE products, solutions, or services. The advisor will apply advanced subject matter knowledge to solve complex business issues, acting as a subject matter expert and providing expertise to functional and technical project teams, potentially participating in cross-functional initiatives. Significant independent judgment is expected, and team leadership and mentoring may be involved. This position requires a minimum of 3 days per week on-site at an HPE office, with potential for more based on business needs. The role supports the US Federal Government, requiring US citizenship and a security clearance at the time of hire or the ability to obtain one.

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.
• US citizenship.
• Ability to obtain a US Government Issued Security Clearance.
• High exposure to network operations environment.
• Deep understanding of core IP networking concepts (TCP/IP, QoS, VLAN, STP, IPSEC, NAT, IPv6).
• Reasonable expertise in Layer2, Layer3 protocols such as VRRP, OSPF, BGP, Multicast, MPLS VPN.
• Ability to operate independently, including management of priorities in unstructured environment.
• 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.
• Amiable communication, interpersonal, and social skills will make a difference!
• HPE product certifications (JNCIS/JNCIP/JNCIE) or industry equivalents are helpful.
• Bachelor’s degree in electrical/electronic Engineering, Computer Science or equivalent.
• A Business degree such as MBA would be an advantage.

Responsibilities

• Provide technology consulting to external customers and internal project teams.
• Provide technical support and/or leadership in the creation and delivery of technology solutions designed to meet customers’ business needs.
• Understand customers’ businesses and act as a trusted advisor.
• Create and maintain effective customer relationships to ensure customer satisfaction.
• Maintain knowledge of leading-edge technologies and industry/market domain knowledge.
• Actively contribute to the company’s solutions portfolio by providing information based on experience gained from customer projects.
• Shape technical direction and technical strategies within the organization and for external customers.
• Maintain consistent and significant chargeability levels (or expense relief for internal project teams).
• Assist in meeting or exceeding revenue and customer satisfaction goals.
• Contribute to organization’s profitability by generating and cultivating new business opportunities.
• Provide technical support for deal proposal development.
• Apply advanced subject matter knowledge to solve complex business issues.
• Provide expertise and partnership to functional and technical project teams.
• Participate in cross-functional initiatives.
• Exercise significant independent judgment to determine best method for achieving objectives.
• Provide team leadership and mentoring to others.
• Be a customer advocate within HPE and 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 escalate and bring 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.
• Engage on 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.
• Use technical knowledge to review and assess open software defects.
• Discover potential risks associated with deployment plans and partner 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.).
• Partner with Customers in conducting periodic HPE product health checks and Configuration/Design reviews to identify potential improvement areas.
• Make relevant recommendations to optimize operational performance concerning design/topology/configuration.
• Review and evaluate network change plans and assist in the planning of new feature implementation and product deployment.
• Ally with internal teams to resolve identified risks in software.
• Engage 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.
• 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.
• Partner 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).

Benefits

• Health & Wellbeing: Comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.
• Personal & Professional Development: Programs catered to helping you reach any career goals.
• Unconditional Inclusion: Flexibility to manage work and personal needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree