Proactive Support Customer Manager for HPE Storage Products, AMER Region

Hewlett Packard Enterprise Development LP; Bengaluru; Hybrid; INR 1,800,000 - 2,400,000; Full time

Benefits offered by this job

Health & Wellbeing

Career development

Inclusive culture

Job summary

Hewlett Packard Enterprise Development LP in Bengaluru offers a hybrid role requiring ~2 days per week in-office. The Proactive Support Customer Manager will resolve storage hardware/software issues, support customers through the lifecycle, and coordinate with Sales Pursuit teams to deliver optimal outcomes.

The ideal candidate has 3–5 years in relevant tech environments and strong English communication. The position emphasizes leadership, proactive problem solving, and ITIL-aligned case

Qualifications

• English fluent or native.
• Storage/host (virtualization) knowledge or HPE Storage experience.
• Strong verbal and written communication.
• Experience troubleshooting in technical environments.
• Knowledge of ITIL concepts.

Responsibilities

• Handle late-evening shift aligned with India time and US time zones.
• Resolve technical issues for customers and internal teams.
• Answer questions on features, specs, repairs and entitlements.
• Proactively assist customers to prevent issues.
• Lead teams or projects and guide decision-making.
• Review and resolve complex business issues.
• Maintain accurate case documentation in KMS.
• Collaborate with Sales Pursuit team.

Skills

English fluency

Storage products

Customer service

Troubleshooting

ITIL familiarity

Team leadership

Remote support

Education

Associate degree

BA/BS or equivalent experience

Tools

KMS

Case management databases

Job description

Proactive Support Customer Manager for HPE Storage Products, AMER Region

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, analyse, 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:

HPE Operations is our innovative IT services organization. It provides the expertise to advise, integrate, and accelerate our customers’ outcomes from their digital transformation. Our teams collaborate to transform insight into innovation. In today’s fast paced, hybrid IT world, being at business speed means overcoming IT complexity to match the speed of actions to the speed of opportunities. Deploy the right technology to respond quickly to market possibilities. Join us and redefine what’s next for you.

What you’ll do:

• Ability to work late night shift India/Bengaluru time (US time zone hours); an 8-hour shift sometime within the hours of 5:30 PM to 2:30 AM Bengaluru time — US time zone hours.
• Successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end user's contacts and proactive notification systems.
• Respond to service, product, technical, and customer‑relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission‑critical).
• Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
• Ability to act as a team or project leader providing direction to team activities and facilitates information validation and team decision‑making process.
• Review and may resolve complex business issues.
• Excellent communication skills.
• Add case resolution to KMS.
• Understand and utilize Information Technology Information Libraries (ITIL).
• Represent the company in a face‑to‑face customer location visit, industry conference/trade show, vendor meeting, etc.
• Partners frequently with the Sales Pursuit team.

What you need to bring:

Education and Experience Required:

• Vocational: apprenticeship/certification completion. May be technical or non‑technical. May include on‑the‑job training in addition to studies.
• In some locations, completion may be recognized by diploma. Advanced programs may be 2+ years.
• Associate degree: first attainable degree at the post‑high school level. Typically 2 year completion beyond High School level (i.e., Associate of Arts, GCE 'A' level (Singapore), etc.) or equivalent experience.
• BA/BS or equivalent experience preferred.
• 3‑5 years experience in relevant technologies and customer environments.
• Relevant industry qualification where applicable.

Knowledge and Skills:

• Fluent/Native in English region language.
• Storage and/or host (virtualization) skills or relevant experience in HPE Storage products, including MP Block.
• Excellent verbal and written communication skills in language to be supported.
• Experience in troubleshooting in a technical environment.
• Excellent analytical and problem solving skills.
• Software and hardware knowledge of computing, storage and peripheral devices.
• Advanced proficiency with case management databases and tools.
• Superior customer service skills.
• Phone and remote support.
• Partners frequently with the Sales Pursuit team.
• Ability to solve and document solutions for usage of other technicians and customers.
• Ability to mentor new agents.
• Ability to lead resolution activities with escalated customers.
• Ability to contribute to technical action plans.
• Focus on one or more product lines (for example, proactive, reactive, storage, enterprise systems, etc.).

Accessibility

HPE is committed to creating an inclusive and accessible workplace and encourages applications from all qualified individuals, including those with disabilities. If you believe you require accommodation during any stage of the application or interview process, please submit your request by completing our secure form linked here. Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability.

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.

Job:

Services

Job Level:

Specialist

Equal Employment Opportunity

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.

Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities. HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.

Equal Opportunity Employer (EEO) Hewlett Packard Enterprise provides equal employment opportunity to any employee or applicant without regard to sex, gender, color, race, ethnicity, religion, creed, national origin, ancestry, citizenship, age, marital status, sexual orientation, gender identity and expression, physical or mental disability, medical condition, pregnancy, protected veteran status, uniformed service status, familial status, genetic information, political affiliation, or any other characteristic protected by federal, state, or local law. If you’d like more information about your EEO right as an applicant under the law, please click here: Know Your Rights.

Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law - Supplement E-Verify (US & PR only)

HPE is an E-Verify employer. E-Verify is an Internet-based system that compares information from an employee's Form I-9, Employment Eligibility Verification, to data from U.S. Department of Homeland Security and Social Security Administration records to confirm the employment eligibility of all newly hired employees. For more information click here.

Accessibility HPE is committed to creating an inclusive and accessible workplace and encourages applications from all qualified individuals, including those with disabilities. If you believe you require accommodation during any stage of the application or interview process, please submit your request by completing our secure form linked here. Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability.

Disclosure of Sensitive Personal Data Please ensure the resume you submit to us does not include any sensitive personal data. Sensitive personal data includes data revealing information about your racial or ethnic origin, political opinions, religious or philosophical beliefs, trade union membership, health, sex life or sexual orientation. To the extent the resume you submit does contain this type of personal data, you consent to the storing and processing of this data by HPE for the purpose of reviewing and managing your application.