Executive Escalations Manager

HP; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

HP in Bengaluru, India, seeks an experienced technical support professional to independently handle complex customer issues across hardware and software, providing thorough responses about services, products, and technical matters. The role guides customers, maintains relationships, and coordinates work across teams.

You will mentor junior staff, contribute to process improvements, and ensure service quality while supporting customers on mission-critical issues.

Qualifications

• Must have strong customer communication and problem-solving skills.
• Experience in handling complex technical issues across hardware and software.
• Familiarity with ITIL processes and service management practices.

Responsibilities

• Addresses complex customer issues independently, ensuring adherence to established protocols.
• Resolves difficult technical problems related to hardware and software through customer interactions and proactive systems.
• Provides comprehensive responses to questions about services, products, and technical matters, aligning with warranty coverage and support levels.
• Guides customers to mitigate or prevent problems and participates in process improvement initiatives.
• Maintains trusted relationships within customer accounts across technical users.
• Performs root cause analysis of outages to provide timely resolutions and feedback.
• Coordinates departmental work and identifies opportunities for improvement.
• Leads complex requests and mentors lower-level staff to enhance performance.
• Monitors and troubleshoots problems with cross-functional collaboration.

Skills

Active Directory

Windows troubleshooting

Customer communication

Problem solving

IT service management

Education

High School Diploma or GED

8+ years experience

Tools

ITIL

MS Office

Office 365

Windows 10

Job description

Description

• This role is responsible for independently handling complex customer issues, resolving intricate technical problems related to hardware and software, and providing comprehensive responses about services, products, and technical matters. The role guides customers proactively and maintains customer relationships, while also coordinating work and leading complex requests. The role also contributes to process improvements, and mentors lower-level roles for optimal organizational performance.

Job Summary

• This role is responsible for independently handling complex customer issues, resolving intricate technical problems related to hardware and software, and providing comprehensive responses about services, products, and technical matters. The role guides customers proactively and maintains customer relationships, while also coordinating work and leading complex requests. The role also contributes to process improvements, and mentors lower-level roles for optimal organizational performance.

Responsibilities

• Addresses complex customer issues independently, ensuring adherence to established protocols.
• Resolves difficult and complex technical problems related to hardware and software through interactions with customers and proactive notification systems.
• Provides comprehensive responses to questions about services, products, technical matters, and customer relations, including features, specifications, and repairs, for both current and obsolete products, components, and options, in alignment with customer entitlement, such as warranty coverage through mission-critical support.
• Guides customers proactively to mitigate or prevent the occurrence of problems, while also participating in initiatives aimed at enhancing processes or ensuring quality improvements.
• Establishes and maintains trusted relationships within customer accounts across the spectrum of technical users.
• Provides resolutions and feedback by performing root cause analysis of outages and trends to address issues promptly and effectively.
• Coordinates departmental work, identifies improvement opportunities, and ensures effective business controls for streamlined processes.
• Leads and assigns responsibilities for complex requests, contributing innovative concepts, and implementing changes for process improvement.
• Proactively monitors and troubleshoots complex problems, collaborating with exempt-level employees to develop recommendations.
• Analyzes tasks, collaborates with internal partners, and provides mentoring and guidance to lower-level roles, aiming to enhance organizational performance.

Education & Experience Recommended

• High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.
• Typically has 8+ years of related work experience, preferably in remote support, telephone support, technologies and customer environments, or a related field.

Preferred Certifications

• ITIL
• MS Office

Knowledge & Skills

• Active Directory
• Agile Methodology
• Automation
• Computer Hardware
• Computer Science
• Desktop Support
• Help Desk Support
• Information Technology Infrastructure Library
• Issue Tracking
• IT Service Management
• Microsoft Office 365
• Microsoft Windows 10
• Operating Systems
• Technical Support

Cross-Org Skills

• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Impact & Scope

• Impacts multiple departments and leads large, cross-division functional teams or projects.

Complexity

• Works on assignments that are highly complex in nature where a strong degree of initiative and technical knowledge are required to resolve problems.

Disclaimer

• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

Job Services

Full time

Schedule

Full time

Shift

No shift premium (India)

Equal Opportunity Employer (EEO)

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s). Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence. For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"