Technical Support Manager

This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2 days per week from an HPE office.

Job Description:

Job Family Definition:

Solves technical issues across a broad range of technologies (Servers, Storage, Network and SAN) providing Cloud Services solutions for customers. With in-depth engineering level technical product skills or skills across related technologies, applies advanced troubleshooting techniques and solution-oriented, data driven approaches to proactively identify and correct service degradation issues for customers. Beyond the break-fix model, takes end-to-end ownership and communication (internal and external) of the solution from deployment to end-of-life using established clusters of activities which produce a defined outcome. Responsible to monitor, manage and administer the health, capacity & performance of Cloud Services. Architects and develops tailored solutions through a variety of customer contact channels in a hybrid environment: on-site and remote. End-to-end ownership to advise & optimize (internal & external) on application best practices, infrastructure optimization & continuous improvement, compliance & security management, and new services. Typical tasks may include incident & problem resolution, and change, performance & capacity management.

Management Level Definition:

Applies advanced subject matter knowledge to manage staff activities in solving common and complex business/technical issues within established policies. Manages exempt individual contributors and/or supervisors. Has accountability for results of a major program in terms of cost, direction and people management. Provides guidance on process improvements and recommends changes in alignment with business tactics and strategy for area of responsibility. Plans, manages and monitors operational/tactical activities of Staff. Staff members' work may involve strategic issues. Recruits and supports development of direct staff members. Typically reports to MG2 or Director.
Additional guidance/criteria: Manages and controls activities within a single country or a sub-region which is part of a larger geographical Region; Manages at least 4 employees and typically between 8 and 15 direct reports. Span of Control guidelines may differ from these numbers.

Responsibilities:

• Managing a group of Technical Support Engineers and the team's day-to-day 24x7 operation, all quarterly reviews, evaluations, and career development.
• Managing critical customer issues that require ongoing communication with customers.
• Preparing and delivering training sessions and other presentations.
• Identifying areas for improvement.
• Liaising with the development, operations, network, and database teams and driving ticket resolution and service level agreement with these organizations.
• Proven leadership skills and well-organized with effective time management skills.
• Have the ability to respond promptly to production issues and alerts.
• Be comfortable operating in a fast-paced environment.
• Be comfortable using and navigating within a Linux environment.
• Lead initiatives to automate repetitive tasks and improve operational workflows, and present regular reports on cloud support performance, including key metrics, trends, and areas for improvement.
• Utilize data analytics to drive decision-making and identify opportunities for operational enhancements.

Education and Experience Required:

• Bachelor’s or master’s degree in a related area of study with typically 7 - 10 years’ experience.
• Minimum of 3-4 years of experience in cloud support or related IT operations roles.
• At least 2 years of experience in managerial capacity, leading teams and managing complex cloud environments.

Knowledge and Skills:

• Good knowledge of HPE products and portfolios.
• Strong knowledge of HPE GreenLake and involved components (DSCC, Compute Ops, OpsRamp, Aruba Networking).
• Good Knowledge of compute, storage and networking in an enterprise environment.
• Knowledge of major cloud platforms such as Amazon Web Services (AWS), Microsoft Azure, Google Cloud Platform, and similar.
• Deep understanding of cloud infrastructure, services, and best practices (IaaS, PaaS, SaaS).
• Understanding of network architecture, security, and data management.
• Excellent team management skills with the ability to inspire and manage a diverse team of technical professionals.
• Experience in business planning, operational management, and performance optimization.
• Effective problem-solving abilities and decision-making skills in high-pressure situations.
• Exceptional communication skills, with the ability to articulate complex technical concepts to non-technical stakeholders.
• Strong customer service orientation with a focus on improving client satisfaction and experience.
• Proven capability in stakeholder management and cross-functional collaboration.

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:

Manager_1

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.