Incident Manager
7 days ago
Incident 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.
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 Advanced Solution Centres consist of teams that deliver remote post-sales service to resolve IT infrastructure incidents that impact customer business operations. The Incident Manager role, part of the ‘Enhanced Incident Management’ service for HPE Premium Support (Complete Care) customers, is a unique 24x7 offering. This role is responsible for coordinating and directing resolution efforts, as well as managing customer satisfaction throughout the life of a critical incident. The primary responsibility is to engage promptly (within agreed timelines), drive, monitor, and facilitate a timely and efficient resolution process with engineers for critical cases logged by customers. The Incident Manager ensures that both the customer and HPE management are kept informed on the progress of the case, while removing internal roadblocks to expedite resolution. This role is accountable for documenting all interactions in workflow tools for future reference or customer reviews, focusing on minimizing the risk of business escalations. A key emphasis is on managing customer experience, ownership, and communication to meet agreed service level agreements.
Roles and Responsibilities:
Manage end-to-end incidents and escalations, ensuring resolution aligns with Service Level Agreements (SLA).
Oversee incident management based on the impact to the customer's business.
Lead the coordination of technical teams for root cause analysis.
Take a leadership role in keeping the customer informed about recovery plans, explaining the cause of the incident, and establishing action plans to prevent future occurrences. Work closely with stakeholders to enhance the customer’s IT infrastructure and practices.
Comprehensively understand customer incidents and drive resolution, ensuring that customer experience and satisfaction are always prioritized.
Engage and lead additional HPE technical resources to expedite problem resolution.
Demonstrate proven collaboration and effective communication with both internal and external customers.
Technical Skills:
Bachelor’s degree in Computer Science, Engineering, or a related field.
At least 2-3 years of experience in incident/escalation management within IT vendors or customer IT infrastructure.
Committed to staying updated on emerging technologies.
Basic technical knowledge across all HPE technologies (Compute proliants, Storage, Networking).
Advanced technical expertise in HPE technologies is highly preferred.
Customer Service Skills:
Excellent verbal, written communication, and listening skills.
Proficient in English language skills.
Proven experience as an effective problem solver.
Skilled in building strong, productive relationships.
Strong verbal negotiation and influencing abilities, both internally and externally.
Professional Skills:
Enterprise customer-focused customer centric mindset.
Outstanding planning and organizational skills.
Strong time management and prioritization capabilities.
Effective presentation skills with the ability to speak confidently in front of groups.
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.
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.
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