Sr. Technical Service Advisor

Hewlett Packard Enterprise Development LP; Hinoba-an; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Hewlett Packard Enterprise is seeking a Sr. Technical Service Advisor to join our onsite team in the Philippines.

The role focuses on post-sales customer service for large networking accounts, coordinating with partners and the account team to ensure high-quality service delivery. The ideal candidate has 8+ years in designing and solving advanced Datacenter IP/MPLS networks, strong ITIL knowledge, and active networking certifications.

Qualifications

• Bachelor's degree in electrical/electronic engineering, CS or equivalent.
• 8+ years in designing and solving technical problems of state-of-the-art Datacenter IP/MPLS networks.
• ITIL framework knowledge is an added advantage.
• HPE Networking product certifications or equivalents are helpful.

Responsibilities

• Act as a single point of contact for post-sales customer service issues.
• Coordinate and oversee all customer service delivery with the SBM and account team.
• Provide technical inputs to facilitate escalated problem resolution and risk reviews.
• Escalate critical issues per SLAs and liaise with Networking engineering teams.

Skills

IP Networking

Layer 2/3 protocols

ITIL knowledge

Automation interest

Communication skills

Education

Electrical/Electronic Eng or CS

MBA advantage

Tools

Aruba Networking

Juniper Certifications

JNCIA/JNCIS/JNCIP/JNCIE

Automation tools

Job description

Sr. Technical Service Advisor

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

• Act as a single point of contact for post-sales customer service issues in the account for the customer, partners, and account team.
• Understand customer lifecycle to deliver efficiency and effectiveness to the customer.
• Support the account/customer with alignment to services sales and product sales activities.
• Tracking and managing the deliverables of HPE Networking Foundation care, Advanced Care, Premium Care.
• Help support cases resolved as per SLAs and expedite/escalate critical issues among HPE Networking 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 HPE Networking Professional Services, Advanced Services and Education Services for the services to be delivered to the customer.
• Coordinate and oversee all customer service delivery into the account. This includes maintenance of the support plan for the account, in cooperation with the Service Business Manager (SBM).
• Early engagement regarding major projects to consider service requirements, risk management, and expectation setting with the account team, partners, and customer.
• Conduct Periodic reviews with customer to review Juniper service delivery metrics, SLA and quality.
• Establish a customer specific operational status and reporting framework (using ITIL), and lead in the delivery and presentation of status reports.
• Uses professional knowledge to review and assess open software defects.
• Discovers potential risks associated with the deployment plans and partner with the customer to develop mitigation plans.
• Delivers proactive consulting services such as technical analysis and recommendations (Impact assessment and analysis, health check analysis, software upgrade analysis, config review, etc…)
• Partners with Customers in conducting periodic Juniper product health checks to identify potential product improvement areas.
• Based on the evaluation makes a relevant recommendation to optimize operational performance with respect to design/topology/configuration.
• Reviews and evaluate network plan and assist in the planning of new feature implementation and product deployment.
• Allies with internal teams to resolve identified risks in software.
• Engages with HPE Networking engineering teams to improve potential quality issues with products.
• Document and maintain customer network solutions knowledge and educates other internal Juniper resources for a better support experience.

What you need to bring

• The candidate is encouraged to have a deep understanding of core IP networking concepts (TCP/IP, QoS, VLAN, STP, IPSEC, NAT, IPv6).
• Should possess reasonable expertise in Layer2, Layer3 protocols such as VRRP, OSPF, BGP, Multicast, MPLS VPN.
• Knowledge and experience of the newest technologies such as Segment Routing, Traffic engineering, DC switching, VxLAN, EVPN, SD-WAN & Wireless is a plus.
• Experience working in large enterprises, Network service providers have added advantage.
• ITIL Framework process knowledge will be an added advantage.
• Experience and desire to work on automation will be valuable in long run.
• Amiable communication, interpersonal and social skills will make a difference!
• HPE Networking product certifications (HPE Aruba Networking – switching, Campus access, Data Center, HPE Juniper – JNCIA/JNCIS/JNCIP/JNCIE) or industry equivalents are helpful.

Qualification and Experience

• We generally prefer candidates with bachelor’s degree in electrical/electronic Engineering, Computer Science or equivalent.
• A Business degree such as MBA would be an advantage.
• 8+ years’ experience in designing, implementing, and solving technical problems of the state-of-the-art Datacenter, IP/MPLS- Networks.
• High exposure to network operations environment.
• Ability to operate independently, including management of priorities in unstructured environment with good communication skills.
• Experience with customer facing roles will prove to be an asset.

HPE Networking is an equal-opportunity employer. We value diversity. We do not discriminate based on race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, disability, or veteran status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform important job functions, and receive other benefits and privileges of employment.

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: TCP_04 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 Technology innovation that fosters business transformation. We Are In the Acceleration Business We help customers use technology to slash the time it takes to turn ideas into value. In turn, they transform industries, markets and lives. Some of our customers run traditional IT environments. Most are transitioning to a secure, cloud-enabled, mobile-friendly infrastructure. Many rely on a combination of both. Wherever they are in that journey, we provide the technology and solutions to help them succeed.

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.

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.

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