Senior Technical Service Advisor

Hewlett Packard Enterprise; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Hewlett Packard Enterprise in Bengaluru, India is seeking an accomplished professional for an onsite Advanced Services role focused on network service delivery. You will act as a customer advocate and single point of contact for post-sales service needs, coordinating with accounts teams, partners and Juniper teams to ensure timely resolution of issues.

You will review service delivery metrics, manage risk, and prepare status reports using ITIL-based frameworks, driving high-quality outcomes for

Responsibilities

• This role requires you to be a customer advocate within Juniper and be a single point of contact for the customer for all post-sales service needs
• Stay in alignment with the customer and accounts team concerning the services sales and delivery.
• Help support cases resolved as per SLAs and expedite/escalate critical issues among Juniper 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 Juniper Professional Services, Advanced Services, and Education Services for the services to be delivered to the customer.
• Engages on the major projects for service requirements, risk management, and expectation setting with the account team, partners, and customers.
• Conduct Periodic reviews with the customer on Juniper service delivery metrics, SLA, and quality.
• Establish a customer-specific operational status and reporting framework (preferably using ITIL), and lead in the delivery and presentation of status reports.
• Uses technical knowledge to review and assess open software defects. Discovers potential risks associated with the deployment plans and partners with the customer to

Job description

This role has been designed as ‘’Onsite’ with an expectation that you will primarily work from an HPE partner/customer 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

What you’ll do:

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 in evaluating networks for performance, scalability, and security and provide 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 software and hardware features in the customer's network.

• This role requires you to be a customer advocate within Juniper and be a single point of contact for the customer for all post-sales service needs
• Stay in alignment with the customer and accounts team concerning the services sales and delivery.
• Help support cases resolved as per SLAs and expedite/escalate critical issues among Juniper 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 Juniper Professional Services, Advanced Services, and Education Services for the services to be delivered to the customer.
• Engages on the major projects for service requirements, risk management, and expectation setting with the account team, partners, and customers.
• Conduct Periodic reviews with the customer on Juniper service delivery metrics, SLA, and quality.
• Establish a customer-specific operational status and reporting framework (preferably using ITIL), and lead in the delivery and presentation of status reports.
• Uses technical knowledge to review and assess open software defects. Discovers potential risks associated with the deployment plans and partners with the customer to