Proactive Support Customer Manager for HPE Storage Products, APAC Region

Hewlett Packard Enterprise Development LP; Bengaluru; Hybrid; INR 1,800,000 - 3,000,000; Full time

Benefits offered by this job

Health & Wellbeing

Career development

Inclusive culture

Job summary

Hewlett Packard Enterprise seeks a Proactive Support Customer Manager for Storage Products in the APAC region. The role is hybrid, with about two days weekly in an HPE office.

You will resolve complex storage-related hardware/software issues, mentor peers, and drive process improvements while representing HPE to customers. English fluency and 5–7 years in related tech/customer environments are required.

Qualifications

• Native/fluent in English.
• Storage and/or host (virtualization) skills with HPE Storage products including MP Block.
• Advanced troubleshooting and excellent communication skills in English.

Responsibilities

• Resolve technical issues (hardware/software) for internal/external users.
• Answer questions on features, specs, and repairs based on entitlement.
• Mentor and guide other employees; contribute to process improvements.
• Lead or provide expertise to teams or projects and document resolutions.

Skills

Storage

Virtualization

English fluency

Education

Bachelor's degree

Tools

ITIL

Job description

Proactive Support Customer Manager for HPE Storage Products, APAC 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, 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:

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. Proactive Support Account Manager for HPE Storage Products, including MP Block, MP File and MP Object. Applies advanced subject matter knowledge in storage products to solve complex business issues and is regarded as a subject matter expert on storage products. Frequently contributes to the development of new ideas and methods, as well as automation. Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors. Leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives. Acts as an expert providing direction and guidance to process improvements and establishing policies. Frequently represents the organization to external customers/clients. Exercises significant independent judgment to determine best method for accomplishing work and achieving objectives. May provide mentoring and guidance to lower level or newer employees.

Job Family Definition:

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. Management Level Definition: Applies developed subject matter knowledge to solve common and complex business issues and recommends appropriate alternatives. Works on problems of diverse complexity and scope. May act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process. Exercises independent judgment to identify and select a solution. Ability to handle most unique situations. May seek advice in order to make decisions on complex business issues.

What you'll do:

Ability to work 6:30 AM to 15:30 PM Bengaluru time (APAC 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 mentor and guide other employees. Ability to provide direction and guidance to process improvements. Ability to articulate clearly, recommend and explain resolutions /clients. Understand and utilize ITIL. Represent the company in a face to face customer location visit, industry conference/trade show, vendor meeting, etc.

Education and Experience Required:

First Level University degree: a) technical, b) non-technical (i.e., Bachelor of Arts/ Science). Typically 3-4 year completion beyond High School level, BA/BS or equivalent experience. 5-7 years experience in relevant technologies and customer environments. Relevant industry qualification where applicable, in storage products and virtualization.

What you need to bring:

• Native/fluent in English.
• Storage and/or host (virtualization) skills or relevant experience in HPE Storage products, including MP Block.
• Excellent verbal and written communication skills in Enlgish, as well as language to be supported.
• Advanced troubleshooting skills in a technical environment.
• Excellent analytical and problem solving skills.
• Advanced Software and hardware knowledge of computing, storage and peripheral devices.
• Specific knowledge and training with the company's products.
• Knowledge of multiple product lines (for example, proactive, reactive, storage, enterprise systems, tier 2 or 3 support, etc.).
• Advanced proficiency with case management databases and tools.
• Superior customer service skills.
• Phone and remote support experience.
• E‑support experience, knowledge and resolution ability.
• Ability to solve and document solutions for usage of other technicians and customers.
• Ability to mentor new agents.
• Ability train peers on solutions.
• Ability to take full ownership for resolution with escalated customers.
• Ability to lead technical action plans.
• Lead or provide expertise to teams or projects.
• Highly Developed knowledge of more complex solutions.

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.

Let’s Stay Connected:

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

Job: Services Job Level: Expert

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.

Standards of Business Conduct (SBC)

The Hewlett Packard Enterprise Standards of Business Conduct (SBC) embody the fundamental principles that govern our ethical and legal obligations to Hewlett Packard Enterprise. They pertain not only to our conduct within the company but also to conduct involving our customers, channel partners, suppliers and competitors. Read more about how we win the right way.

Equal Opportunity Employer (EEO)

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