Escalation Manager at Hewlett Packard Enterprise

Spring, Texas, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, IT ServicesIndustries

Requirements

Experience in working with technology business, preferably storage, servers

Responsibilities

Act as the focal point for Escalations/Outages liaising between the customer and the internal stakeholders
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 stakeholders to help HPE meet SLAs, 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

Skills

Escalation Management

Stakeholder Communication

Action Plan Management

Decision Making

Customer Success

IT Services

Cross-Functional Coordination

Hewlett Packard Enterprise

Provides enterprise IT solutions and services

About Hewlett Packard Enterprise

Hewlett Packard Enterprise provides enterprise IT solutions with a focus on cloud services, artificial intelligence, and edge computing. Their products include HPE Ezmeral for managing containers, HPE GreenLake for cloud services, and HPE Aruba for networking. These solutions help businesses improve their performance and adapt to digital changes. HPE's business model includes selling hardware, software, and services, as well as offering subscription-based services and long-term contracts. What sets HPE apart from competitors is its commitment to open-source projects and its active developer community, which supports collaboration and innovation. The company's goal is to empower organizations to transform digitally and optimize their operations.

Houston, TexasHeadquarters

1939Year Founded

IPOCompany Stage

Hardware, Enterprise Software, AI & Machine LearningIndustries

10,001+Employees

Risks

Integration challenges with Juniper Networks may delay AI-driven networking benefits.

Competition from startups like Flywheel could impact HPE's AI and cloud services.

HPE's acquisition strategy may strain resources and distract from core operations.

Differentiation

HPE's GreenLake offers a unique hybrid cloud platform for diverse IT environments.

HPE Ezmeral provides advanced container management, enhancing enterprise AI and analytics capabilities.

HPE's Aruba solutions integrate cloud security and networking for seamless, secure connectivity.

Upsides

HPE's acquisition of Juniper Networks boosts AI-driven innovation in networking.

OpsRamp acquisition enhances HPE's IT management with AI-based automation capabilities.

Axis Security integration strengthens HPE's cloud security offerings with SASE solutions.

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