Sr. Technical Service Advisor

Hewlett Packard Enterprise; Guaduas; Híbrido; COP 150.000.000 - 180.000.000; Jornada completa

Descripción de la vacante

Hewlett Packard Enterprise seeks a Sr. Technical Service Advisor in Colombia to join the Advanced Services team. The role is hybrid, with an average of two days per week in an HPE office.

You will lead post-sales service activities, coordinate cross-functional delivery, and provide expert networking guidance to optimize customer networks and SLA adherence. You should bring 8+ years in designing and solving complex IP/MPLS networks, strong communication skills, and the ability to operate

Formación

• Deep understanding of core IP networking concepts (TCP/IP, QoS, VLAN, STP, IPSEC, NAT, IPv6).
• Experience with Layer2/L3 protocols (VRRP, OSPF, BGP, Multicast, MPLS VPN).
• ITIL framework knowledge is a plus.
• Interest in network automation is valuable for the long run.

Responsabilidades

• Represent HPE Networking customer service to the customer and to Juniper as the customer’s liaison.
• Serve as single point of contact for post-sales service issues for the account, partners, and the account team.
• Coordinate and oversee all customer service delivery, including maintenance of the support plan with the SBM.
• Escalate critical issues and provide technical inputs to accelerate resolution.
• Engage with internal teams to review service delivery metrics and reporting with the customer.

Conocimientos

IP networking concepts

TCP/IP

OSPF

BGP

MPLS VPN

ITIL

Automation basics

Educación

Bachelor's degree in Electrical/Electronic Engineering or Computer Science

MBA (advantage)

Descripción del empleo

Sr. Technical Service Advisor

This role has been designed as ‘Hybrid’ with a requirement that you will work on average 2 days per week from an HPE office.

Who We Are:

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 onfinding 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:

Key objectives

The Advanced Services team provides exceptional outcomes and remarkable customer experience through “forward-looking” technical services to optimize network reliability and performance for designated customers. We are passionate about enabling our customers towards a fast, risk-free deployment of network services. We assist our customers to evaluate network for performance, scalability, and security and provides recommendations on network configurations and topologies to improve operational performance and identify/ mitigate major risk areas. Partnering on short-term projects such as recommendation and implementation of new HPE Networking software and hardware features in the customer’s network.

Key responsibilities include the following, but are not limited to

• The two main aspect of the role would be to represent HPE Networking customer service to the customer and as representative of the customer back to Juniper.
• Act as a single point of contact for post-sales customer service issues in the account for the customer, partners, and account team. Understand customer lifecycle to deliver efficiency and effectiveness to the customer.
• Support the account/customer with alignment to services sales and product sales activities.
• Tracking and managing the deliverables of HPE Networking Foundation care, Advanced Care, Premium Care.
• Help support cases resolved as per SLAs and expedite/escalate critical issues among HPE Networking technical support teams. Provide relevant technical inputs to facilitate and expedite escalated problem resolution.
• Proactively escalates and brings people with required expertise together to bring critical and important issues to closure.
• Act as an interlock between Customer and HPE Networking Professional Services, Advanced Services and Education Services for the services to be delivered to the customer.
• Coordinate and oversee all customer service delivery into the account. This includes maintenance of the support plan for the account, in cooperation with the Service Business Manager (SBM).
• Early engagement regarding major projects to consider service requirements, risk management, and expectation setting with the account team, partners, and customer.
• Conduct Periodic reviews with customer to review Juniper service delivery metrics, SLA and quality.
• Establish a customer specific operational status and reporting framework (using ITIL), and lead in the delivery and presentation of status reports.
• Uses professional knowledge to review and assess open software defects. Discovers potential risks associated with the deployment plans and partner with the customer to develop mitigation plans.
• Delivers proactive consulting services such as technical analysis and recommendations (Impact assessment and analysis, health check analysis, software upgrade analysis, config review, etc…)
• Partners with Customers in conducting periodic Juniper product health checks to identify potential product improvement areas. Based on the evaluation makes a relevant recommendation to optimize operational performance with respect to design/topology/configuration.
• Reviews and evaluate network plan and assist in the planning of new feature implementation and product deployment. Allies with internal teams to resolve identified risks in software.
• Engages with HPE Networking engineering teams to improve potential quality issues with products.
• Document and maintain customer network solutions knowledge and educates other internal Juniper resources for a better support experience.

Skill specifications

The candidate is encouraged to have a deep understanding of core IP networking concepts (TCP/IP, QoS, VLAN, STP, IPSEC, NAT, IPv6). Should possess reasonable expertise in Layer2, Layer3 protocols such as VRRP, OSPF, BGP, Multicast, MPLS VPN.

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 Networking product certifications (HPE Aruba Networking – switching, Campus access, Data Center, HPE Juniper – JNCIA/JNCIS/JNCIP/JNCIE) or industry equivalents are helpful.

Qualification and Experience

We generally prefer candidates with bachelor’s degree in electrical/electronic Engineering, Computer Science or equivalent. A Business degree such as MBA would be an advantage.

8+ years’ experience in designing, implementing, and solving technical problems of the state-of-the‑art Datacenter, IP/MPLS- Networks. High exposure to network operations environment. Ability to operate independently, including management of priorities in unstructured environment with good communication skills.

Experience with customer facing roles will prove to be an asset.

HPE Networking is an equal-opportunity employer. We value diversity. We do not discriminate based on race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, disability, or veteran status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform important job functions, and receive other benefits and privileges of employment. Please contact us for more information.

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.

Let’s Stay Connected:

Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE.

#colombia

#networking

Job:

Services

Job Level:

TCP_03

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. Please click here: Equal Employment Opportunity.

Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.

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