Escalation Manager

Escalation Manager

This role has been designed as 'Hybrid' with an expectation that you will work on average 2 days per week 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.

Job Description

The Escalation Manager (EM) is part of the Global Escalation Management (GEM) organization within the HPE Support Services Delivery (SSD) organization and is uniquely positioned to help customers transform their businesses and get measurably more from their IT investments. The Escalation Manager within GEM, is a key contributor to the success of the company.

The Escalation Manager (EM) is the key to a successful escalation solution. This individual brings together all the elements needed to ensure the escalation or issue at hand is resolved in a manner which is both efficient and concludes in an outcome which suits the business needs of the customer and HPE. The EM is responsible for the overall management of an Escalation and owns the overall action plan, management level communication and drives decision making processes both internally and externally.

The Escalation Manager (EM) is a part of a highly valued team that coordinates technical resources across multiple departments and ensures customer success by communicating professionally and in a timely manner during the process of leading Escalations / Outages.

In the most critical situation for a customer the Escalation Manager (EM), backed by all HPE Support Services Delivery organizations, will enable HPE to make the difference in providing support to our customers.

The holder of this position will be part of the Global Escalation Management Team in the Americas region (during North America time zones), reporting to the Area Escalations Manager.

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.

Education and Experience Required

Knowledge and Skills

Additional Skills

Accountability, Action Planning, Active Learning, Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity, Personal Initiative {+ 7 more}

What We Can Offer You

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have whether you want to become a knowledge expert in your field or apply your skills to another division.

Unconditional Inclusion

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. 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.

Salary

USD Annual Salary : $49,500.00 - $104,900.00

HPE is an Equal Employment Opportunity / Veterans / Disabled / LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together.