Technical Support Manager

Hewlett Packard Enterprise Development LP; Chennai District; On-site; INR 1,800,000 - 2,400,000; Full time

Benefits offered by this job

Health insurance

Career development programs

Job summary

Hewlett Packard Enterprise Development LP in Chennai, India, invites an experienced Technical Support Manager to lead the Aruba Switching TAC team, driving expert engineering, customer success, and process excellence.

You will manage hiring, coaching, performance reviews, escalations, and cross-functional partnerships with Global Accounts, Engineering, Product Management, and Quality to raise CSAT and SLA adherence.

Qualifications

• Degree in CS/IT/Networking/Electronics or related.
• 12+ years of enterprise networking experience incl TAC/NOC.
• 4+ years leadership in technical support or engineering teams.
• Hands-on Aruba enterprise networking experience preferred.

Responsibilities

• Lead, coach, and develop the Aruba Switching TAC engineering team; manage hiring, onboarding, career development, and succession planning.
• Conduct performance reviews, establish development plans, and foster accountability and continuous learning.
• Own customer escalations for high-priority and business-critical cases, ensuring timely resolution and SLA compliance.
• Serve as escalation point for complex technical problems and drive executive communications for critical customer situations.
• Partner with Global Account Teams, Customer Success, Engineering, Product Management, and Quality to improve customer experience and product quality.
• Monitor support KPIs, define improvement initiatives, and lead root-cause analysis for recurring customer issues.
• Drive knowledge-management initiatives, improve support documentation, and enable automation and operational efficiencies.
• Ensure compliance with HPE support processes and quality standards across all support activities.

Skills

Advanced networking

Aruba switching

Linux/Windows

SSH

Packet capture

ServiceNow

Root-cause analysis

Automation

Education

Degree in CS/IT/Networking/Electronics

Tools

SSH

Packet capture

ServiceNow

Automation tools

Configuration management

Job description

Technical Support Manager – Aruba Switching TAC

Role Summary

Lead a team of L1/L2 Switching Engineers delivering world‑class technical support for Aruba enterprise switching products. Manage operational strategy, technical excellence, and customer success while driving continuous improvement.

Key Responsibilities

• Lead, coach, and develop the Aruba Switching TAC engineering team; manage hiring, onboarding, career development, and succession planning.
• Conduct performance reviews, establish development plans, and foster a culture of accountability and continuous learning.
• Own customer escalations for high‑priority and business‑critical cases, ensuring timely resolution and SLA compliance.
• Serve as escalation point for complex technical problems and drive executive communications for critical customer situations.
• Partner with Global Account Teams, Customer Success, Engineering, Product Management, and Quality to improve customer experience and product quality.
• Monitor support KPIs, define improvement initiatives, and lead root‑cause analysis for recurring customer issues.
• Drive knowledge‑management initiatives, improve support documentation, and enable automation and operational efficiencies.
• Ensure compliance with HPE support processes and quality standards across all support activities.

Required Technical Skills

• Advanced networking: TCP/IP, OSI Model, IPv4/IPv6, VLANs, STP/MSTP, routing (static, OSPF, VRRP), QoS, multicast, ACLs, link aggregation.
• Expertise with Aruba products: Aruba CX Series, Aruba AOS‑S Switches, Aruba Central – Switching VSF/VSX.
• Operating systems: Linux, Windows; tools: SSH, console access, packet capture, ServiceNow, internal TAC tools.
• Systems and platform knowledge: PoE, interface diagnostics, transceivers, switch hardware architecture, configuration management.
• Operational excellence: FCR improvement, case aging reduction, KPI monitoring, root‑cause analysis, product quality collaboration.
• Knowledge‑management and process improvement: documentation, runbooks, automation, technical readiness.

Education & Experience

• Degree in Computer Science, Information Technology, Networking, Electronics, or related discipline.
• 12+ years of enterprise networking experience, including TAC/NOC and enterprise switching support.
• 4+ years of leadership experience in technical support or engineering teams.
• Hands‑on experience supporting Aruba enterprise networking solutions is highly preferred.

Preferred Certifications

• Aruba Certified Switching Professional (ACSP)
• Aruba Certified Design Professional (ACDP)
• CCNP Enterprise / CCIE Enterprise
• ITIL Foundation
• PMP (preferred)

Key Performance Indicators

• Customer Satisfaction (CSAT)
• SLA Adherence
• Escalation Management
• First Contact Resolution (FCR)
• Case Quality ScoreTeam Productivity
• Employee Engagement
• Knowledge Base Contributions
• Operational Efficiency
• Team Development & Retention

Benefits

HPE offers a comprehensive benefits suite that supports physical, financial, and emotional well‑being, including health, wellness, and career development programs.

Equal Employment Opportunity

Hewlett Packard Enterprise 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 make all decisions based on qualifications, merit, and business need.