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Technical Outage Manager

Bengaluru, KA
Job Code:
  • IT
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Job Details

The Technical Outage Management (TOM) Team is a part of the GSD Escalation Management (GSD EM) Team within the Technology Services Support (TSS) Organization and is uniquely positioned to help customers transform their businesses and get measurably more from their IT investments. The Technical Outage Manager (TOM) is a key contributor to the success of the company.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.The TOM is a part of a highly valued 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.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 ManagementOther key deliverables includeAct 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.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.Proactively engage with internal stake holders to help HPE meet SLAs, organizational goals and metrics.Understand the technical problem and its impact on the customers business.Communicate and effectively manage the customer's expectations at all levels of their organization.Spearhead internal/external conference calls to lead Escalations/Outages.Create strong synergies within the internal teams, along with being an active participant in the GSD-EM community.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.Operational ExcellenceMust actively work with all groups, tools and processes to resolve open issues in an efficient and timely manner.Should be able to multi-task with the situation at handBe responsible for and ensure all aspects of the Outages/Escalation Management are carried out.Adhere to internal tools documentation standardsProvide timely updates, to both the internal and external stake holders.Attention to detailCultural AttributesCommunicator possess strong & effective communication skills capable to interact with customers 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.Entrepreneurial Thrive in a fast-paced, changing environment and be excited by the chance to play a large role.Passionate Be passionate about collaboration and ensure our customers are successful.Self-motivated Be able to work with minimum supervision and be capable of strategically prioritizing multiple tasks in a proactive manner.Leadership Step up to challenges, take the initiative, drive decisions and lead diverse teams to successProfessional qualification requirement8 to 10 years experience in project/escalation management or in similar roles/businessesExperience in working with technology business, preferably storage.5 + years experience in handling high level escalations for huge organizations or similar demonstrated experienceBachelor's degree or Master's degree in technical/scientific discipline or equivalent on the job experienceKnowledge management skills creation and re-use of intellectual capitalExcellent communication and leadership skillsExcellent project management and organizational skillsTeam player ability and willingness to motivate and support other engineersShould 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.ITIL & PMI knowledge or certification is an asset Hewlett Packard Enterprise ValuesPartnership first We believe in the power of collaboration - building long term relationships with our customers, our partners and each otherBias for action We never sit still - we take advantage of every opportunityInnovators at heart We are driven to innovate - creating both practical and breakthrough advancementsWhat do we offer?Extensive social benefits, flexible working hours, a competitive salary and shared values, make Hewlett Packard Enterprise one of the worlds most attractive employers. At HPE our goal is to provide equal opportunities, work-life balance, and constantly evolving career opportunities.If you are looking for challenges in a pleasant and international work environment, then we definitely want to hear from you. Apply now below, or directly via our Careers Portal at can also find us onhttps// and Experience RequiredBachelor's degree or Master's degree in technical/scientific discipline or equivalent on the job experience Typically 5+ years to establish proven track record in directly related business Typically first level university degree or equivalent work experience; advanced degree is a plusKnowledge and Skills Required Moderate knowledge of Information Technology (IT) and services industry Knowledge of company organization, policies, Company Services offerings, end to end processes, tools, and routes to market. General technical understanding of products. Problem detection and analysis of root cause Leads teams to achieve results Proficiency with desktop applications and familiarity with financial reporting tools Moderate level of planning, project management and change management skills Good communication skills. Influence within same team and level.
Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 5-10


Application Programming | Configuration/Release Mgmt | Project Leader/ Project Manager
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