IBM Cloud Service Manager (Herndon, VA.)

Hewlett Packard Enterprise; Virginia (MN); On-site; USD 120,000 - 275,000; Full time

Benefits offered by this job

Health & Wellbeing

Professional development

Unconditional inclusion

Job summary

Hewlett Packard Enterprise is seeking an experienced IBM Cloud Service Manager to lead post-sale customer success for our networking portfolio in Herndon, VA. This onsite role requires coordinating across technical and non-technical teams to drive implementing HPE Juniper solutions.

You will manage escalations, deliver regular reviews, and guide customers through software upgrades while ensuring high-quality service delivery and customer satisfaction in a complex enterprise environment.

Qualifications

• Bachelor's degree or equivalent work experience.
• 7+ years of experience in supporting large, complex IP-based networks.
• Strong understanding of Internet firewalls, MPLS VPNs, NFPs?
• Clarify: routing protocols such as OSPF, BGP, and network management.
• Excellent communication, interpersonal and leadership capabilities.
• Occasional regional travel.

Responsibilities

• Monitor, manage and audit case progress
• Prepare and deliver weekly/bi-weekly case reviews to provide current case and RMA status
• Conduct Periodic Operations Reviews in conjunction with the account team to review HPE Juniper product and support performance
• Prepare and deliver Postmortem/Root Cause Analysis on both technical and process issues
• Perform trend analysis on both customer raised and internally identified issues, drive other organizations to develop a problem resolution
• Provide high level software upgrade guidance by providing SW field experience and release schedule - Manage non-technical escalations
• Conduct Juniper Customer Support process training/review sessions
• Document and maintain customer information and educate other Juniper internal resources on the supported customer(s)
• Coordinating support efforts among multiple organizations

Skills

Communication skills

Leadership

Interpersonal skills

Networking knowledge

Education

Bachelor's degree or equivalent

Job description

IBM Cloud Service Manager (Herndon, VA.)

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:

HPE is seeking a Customer Success Manager (CSM) as a designated advocate within HPE Networking for post-sale account. This person will support coordination acting as a matrix manager for both technical and non-technical support requirements.

The Customer Success Manager works closely with the customer and multiple organizations within HPE to ensure effective implementation of customer support.

This person will be closely involved in critical customer issues and works closely with other organizations on prioritizing and managing customer escalations. They will also lead regularly scheduled conference calls to discuss the status of all current open cases and updates on customer network plans. Additionally, quarterly meetings may be scheduled to review overall performance and progress.

We are seeking a candidate with some technical background and understanding on how HPE Juniper products are utilized by the customer and uses this to effectively communicate with the customer and drive issues within HPE.

LOCATION:

Herdon, VA on a hybrid schedule.

JOB REQUIRMENTS:

• Bachelors degree or equivalent work experience.
• 7 + years of experience in supporting large, complex, IP-based networks.
• Good technical understanding of the following areas: Internet firewalls, MPLS VPNs, routing protocols such as OSPF, BGP, and network management.
• Must have strong communication, interpersonal and leadership skills and have demonstrated a history of high-level achievement in cross-functional organizations.
• Occasional Regional travel

SPECIFIC JOB FUNCTIONS:

• Monitor, manage and audit case progress
• Prepare and deliver weekly/bi-weekly case reviews to provide current case and RMA status
• Conduct Periodic Operations Reviews in conjunction with the account team to review HPE Juniper product and support performance
• Prepare and deliver Postmortem/Root Cause Analysis on both technical and process issues
• Perform trend analysis on both customer raised and internally identified issues, drive other organizations to develop a problem resolution
• Provide high level software upgrade guidance by providing SW field experience and release schedule - Manage non-technical escalations
• Conduct Juniper Customer Support process training/review sessions
• Document and maintain customer information and educate other Juniper internal resources on the supported customer(s)
• Coordinating support efforts among multiple organizations

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.

Job:

Services Job Level:

Master

The expected salary/wage range for this position is provided below. Actual offer may vary from this range based upon geographic location, work experience, education/training, and/or skill level.

• United States of America: Annual Salary USD 119,500 - 275,000 in Virginia

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