Technical Support Manager - Hybrid Cloud Support at Hewlett Packard Enterprise

Bengaluru, Karnataka, India

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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 Services, Cloud ComputingIndustries

Requirements

Advanced University degree: post-graduate degree (typically 1-2 years beyond first level University degree) or equivalent experience
8+ years’ experience in relevant technologies and customer support environment with proven managerial abilities
People management responsibility
In-depth knowledge of corporate organization and policies
Business, technical or functional knowledge at the mastery level
Administrative or operations knowledge
Skills in project management, analysis, communication, scheduling, controlling and presentation
Familiar with the full portfolio of offerings, with detailed knowledge of services delivered out of their organization
Detailed knowledge of support solutions
Thorough knowledge of industry drivers relating to TCE
Excellent verbal and written communication skills
Excellent analytical and problem-solving skills
Advanced proficiency with case management database

Responsibilities

Manage area(s) or team(s) of company employees with well-defined, limited scope, including directing daily work activities/priorities, people recruitment and development, cost management, and direction-setting within the area of responsibility
Set work activities of teams providing remote (offsite) service, customer access, or service delivery to solve various business systems and applications problems for customers, onsite engineering personnel, and Authorized Service Providers
Ensure operational excellence by establishing key metrics and ensuring team goals and contractual commitments are met
Establish and manage relationships with subject matter experts and appropriate management, with an objective of maintaining and building the business
Manager on Duty: Phone and case queue monitoring, escalation response and case assignment
KPI management for direct reports and the region
CSAT management and follow up
Backlog management and other remote support KPI management

Skills

Key technologies and capabilities for this role

Hybrid CloudTechnical SupportNimbleAlletraGL4FSX10KEscalation ManagementPMOIT OperationsHardware SupportSoftware SupportOS SupportApplication Support

Questions & Answers

Common questions about this position

What is the work arrangement for this role?

This role is designed as ‘Hybrid’ with an expectation to work on average 2 days per week from an HPE office.

What education is required for this position?

An advanced university degree is required, typically a post-graduate degree that is 1-2 years beyond the first level university degree.

What does the company culture at HPE emphasize?

HPE's culture thrives on finding new and better ways to accelerate what’s next, values varied backgrounds, offers flexibility to manage work and personal needs, embraces bold moves together, and supports career growth.

What are the main responsibilities of the Technical Support Manager?

Responsibilities include managing teams of company employees with well-defined scope, directing daily work activities, recruitment and development, cost management, ensuring operational excellence through key metrics, and handling Manager on Duty tasks like phone monitoring, escalations, KPI management, CSAT, and backlog management.

What makes a strong candidate for this Technical Support Manager role?

A strong candidate will have an advanced university degree and experience managing technical support teams in hybrid cloud environments, focusing on operational excellence, KPI management, customer satisfaction, and escalation handling.

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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