Customer Solution Centers are made up of teams that provide remote (offsite) service; customer access, pre-sales, post-sales, and service delivery.
Technical teams focus is to solve various business systems and applications problems for customers, onsite engineering personnel and Authorized Service Providers on standard, specialized or complex systems.
Responsible for daily E2E GDS operation activities for the respective regionRegional collaboration with the stakeholdersEscalation management -
Acknowledge and quickly respond to escalation query, perform RCA and provide inputs to ops managers.Frequent update on escalation till closure.
Prepare PIR for all escalations.Percolate escalation learnings to front line engineers, Identify systemic gaps and provide inputs to Ops managers for Process fixes.
Active participation in the regional review meetings.Drive country GDS metrics (TCE analysis, case age)Driving CAP s / TOP accounts with regional teamsIdentify & drive Service improvement initiativesResponsible for change management communication with regions and drive adherence to the changes.
Drive reschedule improvement.Technical SkillsWell versed with Storage terminologies and 3PAR knowledge.Basic understanding on 3PAR OS code and Patch levels.
Familiar with Host OS names like (Windows, RHEL,ESXi, etc.)Basic understanding on Physical Drive and Hardware Capacity Demonstrate strong written and verbal communication skillsInteracting and coordinating across GDS Level teams.
Willingness to drive and close end to end escalations.Must have a Service and Support’ mind-setEssential SkillsPlays a major role as a Duty Manager and handle P1 / Sev 1 calls as per the Region of Support.
Affinity with hardware related support processesAbility to work in a 24x7 environment.Ability to drive Escalations to closure and provide Executive Level Summary.
Demonstrate high level of technical & account management communication skills and expertise in communicating with customers & internal organization.
Adds Customer expectation management as part of the Escalation process and be able to isolate obscure problems of unknown origin.
Takes responsibility for delivery processes such as end-to- end problem ownership solutions.Leads high level cross organizational customer orientated projects
HPE is an equal opportunity employer / Female / Minority / Individual with Disabilities / Protected Veteran Status