Technical Outage Manager

Job description

Job ID 1019700 Date posted 3/30/2018 Primary Location Sofia, Sofia-Capital, Bulgaria Job Category Services Schedule Full time Shift No shift premium (Bulgaria)

Hewlett Packard Enterprise is an industry leading Technology Company that enables customers to go further, faster. With the industry’s most comprehensive portfolio, spanning the cloud to the data center to workplace applications, our technology and services help customers around the world make IT more efficient, more productive and more secure.

The Technical Outage Manager (TOM) is a part of a team that coordinates technical resources across multiple departments and ensures customer success by communicating professionally and in a timely manner during the process of leading Technical Escalations/Outages. A TOM is the key to a successful Escalation/Outage solution. This individual brings together all elements needed to ensure the escalation, Outage or issue at hand is resolved in a manner which is both efficient and concludes in an outcome which suits the business needs of the customer and HPE. The TOM is responsible for the overall management of an Escalation/Outage and owns the overall action plan, management level communication and drives decision making processes both internally and externally. In the most critical situation for a customer the TOM, backed by all Global Support Delivery Teams, will enable HPE to make the difference in providing support to our customers. The holder of this position will be part of the Technical Outage Management Team, reporting to the Manager - Technical Outage Management

Job specifics/responsibilities:

·  Create and track the plan of action for each issue by aligning technical resources including Escalation Specialist, Level 2 Teams, Field Technical support representatives and Engineering to drive timely resolution of Escalations/Outages.
·  Must actively work with all groups, tools and processes to resolve open issues in an efficient and timely manner.
·  Be responsible for and ensure all aspects of the Outages/Escalation Management are carried out.
·  Adhere to internal tools documentation standards.
·  Provide timely updates, to both the internal and external stake holders.
·  Act as the focal point for Technical Escalations/Outages liaising between the customer and the internal stake holders.
·  Act as the customer advocate and liaison to drive customer satisfaction.
·  Proactively engage with internal stake holders to help HPE meet SLAs, organizational goals and metrics.
·  Understand the technical problem and its impact on the customer’s business.
·  Communicate and effectively manage the customer's expectations at all levels of their organization.
·  Ensure highest levels of customer satisfaction by proactively delivering information about Outages at a frequency that matches the situation's urgency.
·  Maintain a strong commitment to building relationships with the customer. (Strong communication and negotiation skills are required.)
·  Get engaged during complex situations such as multiple product failure, severe production outages, performance degradation issues, data loss/corruption, and legal/media issues and take complete ownership of the situation and drive to restoration of services.

Requirements:

·  Bachelor's degree or Master's degree in technical/scientific discipline or equivalent on the job experience
·  3 to 5 years’ work experience
·  Experience in project/escalation management or in similar roles/businesses is an asset
·  Proficient in English
·  Should be flexible to work in the nights or any flexible hours as per the business requirement as the technical escalation manager needs to manage outages/escalations for a 24*7 functioning organization.
·  Good understanding of service management principles, excellent understanding of Incident Management and Problem Management (ITIL certification a plus)
·  Good understanding of project management (PM) techniques and tools
·  Attention to detail
·  Excellent verbal and written communication skills
·  Sound negotiating and excellent presentation skills
·  Should be able to manage stress
·  Effective at problem-solving
·  Ability to summarize Technical content for non-Technical executive audience
·  Developing leadership/mentoring skills
·  Able to lead cross-functional teams to achieve desired outcomes
·  Communicator: possess strong & effective communication skills capable to interact with internal stake holders and top level management in both an oral and written manner.
·  Team- Oriented: Be capable of embracing the ideas of others (even if they conflict with your own) for the sake of the company and client.
·  HPE Storage (3PAR knowledge is an advantage)
·  Knowledge in any of the other HPE technologies (Servers, Networking, DCC) is an asset
·  MS Office (Excel, PowerPoint, Outlook, etc.)

We offer a challenging role including:

·  Continuous technical training and certification opportunities
·  Great opportunity for professional development in the IT field
·  Flexible working time
·  Part of a team that has established itself as a preferred partner for Hi-tech Services & Support throughout EMEA
·  Competitive remuneration package
·  Medical insurance
·  4 days additional paid leave (total: 24 days)
·  Food vouchers
·  Opportunity to use free HPE parking
·  Life insurance
·  Sports Cards
·  HPE badge program including various discounts for products and services
·  Work-life balance program including free legal, financial and psychological consultation

Thanks for taking the time to review our job, if you think it is a match to your experience and interests please apply — we are eager to learn more about you! If you know a friend who may be a fit for the job please refer them. Please submit your application in English.  Only shortlisted candidates will be contacted.

This is to inform you that Hewlett Packard Enterprise GDBC EOOD (HPE) is registered as an administrator of personal data to the Commission for Data Protection. Some of the information that you provide voluntarily is personal information and falls under the special protection regime under the Law on Personal Data Protection. The personal data provided by you will be processed for the purposes of the selection process as well as for the realization of the legitimate interests of the data controller in respect of any future contract of employment. HPE takes the responsibility to handle, use and store your personal data, ensuring its protection in secret from the third parties. We inform you and you agree that HPE may provide your personal data to government, municipal institutions, banks, companies, corporate bodies and individuals, where such obligation exists under a special legal provision, where it is necessary for realization of your rights and legal interests as a participant in the selection process, and when it is necessary to realize the legitimate rights and interests of HPE. HPE can provide your personal information to corporate bodies and individuals who are assigned to actions and activities relating to the selection process and in respect of any future contract of employment.
Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.