Technical Support Manager

Hewlett Packard Enterprise Development LP; India; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Hewlett Packard Enterprise is seeking a Technical Support Manager for the ARC/Premium team, with responsibility for leading senior support engineers specializing in networking products. This onsite role involves managing performance, hiring, and ensuring high-quality customer support across global accounts.

Ideal candidates have 15+ years in networking with 5+ years in leadership and TAC operations, Juniper/Aruba knowledge, and a commitment to delivering exceptional service.

Qualifications

• Experience in networking technologies (TCP/IP, routing, ISP network), plus 24x7 TAC operations exposure.
• Proven ability to hire, train and retain technical talent in a high-performance team.
• Comfort leading cross-functional collaboration with sales, services and product teams.

Responsibilities

• Lead a team of Technical Support Engineers delivering focused premium support.
• Drive customer satisfaction (CSAT) and quality improvements.
• Manage escalations, participate in reviews, and align team goals with OKRs.

Skills

Networking experience

Team leadership

TAC operations

Hiring & talent management

Education

Engineering degree

Tools

Juniper

Aruba

Junos/AOS

Job description

Technical Support Manager

This role has been designed as ''Onsite'' with an expectation that you will primarily work 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

What you’ll do: ARC/Premium Team is part of HPE’s Technical Assistance Centre (TAC) which provides designated senior support engineers with deep product knowledge to support their customers. These support engineer are experts in networking technology and skilled on customer network architecture, which enables them to deliver world class premium support to HPE’s customers. This opening is for a Technical Support Manager for the ARC/Premium team supporting all HPE Networking Products.

Key Responsibilities (includes but not limited to the following)

• Manage and lead a team of high performance Technical Support Engineers who delivers focused and dedicated support.
• Deliver Remarkable & differentiated customer support experience and achieve high customer satisfaction (CSAT).
• Hire, Train & Retain Technical Talent in the team aligning with the Juniper values & business objectives.
• Metrics management and drive continuous / quality improvement initiatives.
• Analytic experience in using data/trends to make proactive decisions and drive operational efficiency.
• Set team goals aligned with company objectives & key results (OKR), periodic performance management, enable team members with career growth plan and development.
• Build lasting relationship with customer, partner, field team and other internal stake holders.
• Manage customer escalations, participate in customer meetings and reviews.
• Partner with cross functional team like Sales, Advance Services, Professional Services to meet customers objective and achieve service level agreement (SLA).
• Collaborate with Testing, Development, Technical documentation, global teams to deliver consistent support to ARC/Premium customers.
• Perform rotational Duty Manager role ( on call) for weekday and weekends.
• Create an innovative, open and high performing culture in the team.
• Demonstrate ownership – make timely, thoughtful and bold decisions.

What you need to bring

Preferred Work Experience: Past work experience in networking technologies : TCP/IP, Routing protocols, ISP network architecture etc. Prior work experience in TAC team, Service provider environment and managing their end customers. Excellent understanding of 24x7 TAC operations in supporting global customers and their critical network activities. Proven record in Hiring and managing technical talent with varied experience. Creating an open, energetic, and problem-solving culture in the team.

Personal Attributes

• Customer Advocacy – Be the Customer’s advocate in the organization.
• Excellent Communication Skills – Clear and Crisp communication (email and verbal), Ability to adapt the communication based on the audience.
• Ownership and Problem – Solving mindset Ability to work with different stakeholders for outcomes.
• Obsess about Quality – Strive for delivering quality output in every interaction.
• Encourage diversity and innovation.

Qualification

Engineering Graduate with 15+ years of networking experience, includes 5+ years of relevant Support operational and People Management experience. Juniper/Aruba products knowledge and Junos/AOS experience / certifications would be an added advantage.

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 #networking

Job: Engineering Job Level: Manager_1

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, Know Your Rights.

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Accessibility

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