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Technical Outage Manager

Bengaluru, KA
Job Code:
  • IT
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Job Details

Other 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.EntrepreneurialThrive 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-motivatedBe 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
Degree: M.Com. (Commerce) | M.Pharm. (Pharmacy) | M.Sc. (Science) | MA (Arts) | MBA/ PGDM | MCA/ PGDCA

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: 8-10


Project Leader/ Project Manager
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