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Private cloud service manager

Zerto

Zerto

Multiple locations
Posted on Wednesday, July 3, 2024
Private cloud service manager

This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2-3 days per week 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 diverse 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 Services is our innovative IT services organization. It provides the expertise to advise, integrate, and accelerate our customers’ outcomes from their digital transformation. Our teams collaborate to transform insight into innovation. In today’s fast paced, hybrid IT world, being at business speed means overcoming IT complexity to match the speed of actions to the speed of opportunities. Deploy the right technology to respond quickly to market possibilities. Join us and redefine what’s next for you.

What you’ll do:

  • Participate in the onboarding and transition of new hybrid cloud managed services customers.

  • Ensures HPE billing and metering systems are set up and operational for aaS customers.

  • Creation and maintenance of Customer Account Support Plans.

  • Oversees delivery of post-implementation services and coordinates proactive services.

  • Co-ordinates and hosts regular operational support meetings with customers based on the agreed frequency covering performance, recommendations, updates and action plans.

  • Manages customer escalations in a timely manner. Participate in formal Escalation when required to support escalation especially during P1 issues.

  • Validates monthly billing amounts for customer accounts.

  • Manages any SLA Claims, in collaboration with HPE and customer teams.

  • Monitors capacity and usage in environment to Identify any potential growth / change requests.

  • Leverage internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools, to provide the most effective solutions to customer issues.

  • Collaborates with other HPE and partner teams in diagnosing and isolating the cause of complex issues.

  • Lead and co-ordinate Change Management activities / Implementation.

Must Have:

  • Industry knowledge and experience of managing and implementing Hybrid Cloud solutions.

  • Ability to apply developed subject matter knowledge to solve common and complex business issues.

  • Ensure optimal performance of cloud services by monitoring system performance, identifying issues, and implementing solutions.

  • Monitor cloud usage and costs, identifying opportunities for cost savings and optimizing cloud expenditures.

  • Experience building and maintaining strong customer relationships up to senior management level in assigned accounts.

  • Knowledge and understanding of ‘as a service’ (aaS) operations.

  • Broad technical knowledge on Compute, Storage and Networking, Virtualization, Containers and Bare metal technologies, software and tools.

  • Apply solutions to meet highly complex customer needs and identify additional services that could lead to future service revenue growth.

  • ITIL/ITSM knowledge / certification.

  • Thorough knowledge of company products and services offerings, company organization, competition and market trends.

  • Ability to communicate tactfully with diplomacy up to senior management levels within an organization.

  • Active listening skills and ability to adjust messages to audience level.

  • Problem-solving skills (proactive, reactive and creative).

  • Well versed in technical competencies, communication, analysis and presentations. intermediate skills in project management.

  • Build & manage strong customer relationships.

  • Apply business management & financial concepts to analyze business needs.

  • Excellent Good written and verbal communication skills (Mandatory).

  • Zeal for going the extra mile to solve customer issues.

  • Expert-level skills with Microsoft Office applications, including Word, Excel, PowerPoint and Outlook.

  • Demonstrated English verbal, written, and typing skills.

  • Demonstrated ability to understand and communicate effectively with a customer at a medium technical level and high management level.

  • Team player and mentor.

  • Proven Account management skills are preferred.

  • Demonstrated Program Management skills and high organizational skills required, PMP certification desired.

  • Flexible to work in 24X7 support environment.

  • Expert-level skills with Microsoft Office applications, including EXCEL and Outlook.

Good to have:

  • Proven analytical skills and ability to work under pressure.

  • Operating Systems Knowledge – administration and support on VMware, Windows HyperV.

  • Linux/Microsoft/VMware or equivalent experience/certification will be an added advantage.

  • Take ownership and work with high productivity and efficiency.

  • Support other team members and seek their advice to make decisions on complex issues.

  • Deliver trainings when required.

  • Good knowledge of the HPE Portfolio.

  • Basic knowledge of one or more of the following technologies: Networking, Synergy, HP-UX, UNIX, LINUX, Storage, Networks, Microsoft Exchange, or Microsoft Windows.

What you need to bring:

  • Four years of university education in a technical field or equivalent experience.

  • A professional degree or equivalent experience and 5+ years of related experience.

  • Expert-level skills with Microsoft Office applications, including EXCEL and Outlook

  • Demonstrated English verbal, written, and typing skills.

  • Demonstrated ability to understand and communicate effectively with a customer at a low technical level and high management level.

  • Account management skills are preferred.

  • Relevant certifications such as AWS Certified Solutions Architect, Microsoft Certified: Azure Solutions Architect, or Google Cloud Professional Cloud Architect are preferred.

Additional Skills:

Accountability, Accountability, Action Planning, Active Learning, Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Customer Solutions, Data Analysis Management, Data Collection Management, Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity, Long Term Planning, Managing Ambiguity {+ 5 more}

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.

Diversity, Inclusion & Belonging

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse 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:

Expert

HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT and Affirmative Action employer. We are committed to diversity and building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global diverse team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity.

Hewlett Packard Enterprise is EEO F/M/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.