Technical Support Manager – Hybrid Cloud Support

About Hpe

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 Summary

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

Key Responsibilities

• Manage area(s), or team(s) of company employees with well-defined, limited scope, including directing daily work activities/priorities, people recruitment and development, cost management, and direction-setting within the area of responsibility.
• Generally, sets work activities of teams providing remote (offsite) service; customer access, or service delivery to solve various business systems and applications problems for customers: onsite engineering personnel: and Authorized Service Providers.
• Ensure operational excellence by establishing key metrics and ensuring team goals and contractual commitments are met.
• Establish and manage relationships with subject matter experts and appropriate management, with an objective of maintaining and building the business.
• Manager on Duty: Phone and case queue monitoring, escalation response and case assignment KPI management for direct reports and the region CSAT management and follow up Backlog management and other remote support KPI management.

Requirements

• Advanced University degree: post-graduate degree. Typically, 1-2 year completion beyond first level University degree or equivalent experience.