¬еселина —тойчева
Mladost, Business Park Sofia
Building 10
Technical Escalations Orange Account Manager
Hewlett Packard Enterprise (HPE) creates new possibilities for technology to have a meaningful impact on people, businesses, governments and society. HPE invents, engineers, and delivers technology solutions that drive business value, create social value, and improve the lives of our clients. The largest line of business - Enterprise Services produces better business outcomes for our clients through our comprehensive Infrastructure Technology Outsourcing Services. Our service excellence, with consistent globally delivered standardized services guarantees clients peace of mind, while our ability to drive innovation ensures clients a compelling strategy for the future.

The Technical Escalations Orange Account Manager is the key to a successful escalation solution. This individual brings together all the elements needed to ensure the escalation 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. He/She is responsible for the overall management of a technical escalation and owns the overall action plan, management level communication and drives decision making processes both internally and externally.

The Technical Escalations Orange Account Manager 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 Escalation Manager, backed by all TS 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 Escalation/Outage Management Team, reporting to the Senior Manager - Technical Escalations/Outage Management.

Other key deliverables include:

Х Act as the focal point for Technical Escalations/Outages liaising between the customer and the internal stake holders.
Х Act as the customer advocate and liaison to drive customer satisfaction.
Х Create a 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.
Х Proactively engage with internal stake holders to help HPE meet SLAs, organizational goals and metrics.
Х Communicate and effectively manage the customer's expectations at all levels of their organization.
Х Create strong synergies within the internal teams, along with being an active participant in the GEM community.
Х Ensure highest levels of customer satisfaction by proactively delivering information about Outages at a frequency that matches the situation's urgency.

Professional qualification requirements:

Х 5 yearsТ experience in project/escalation management or in similar roles/businesses;
Х Experience in working with technology business, preferably storage, servers, and networking;
Х 3 + yearsТ experience in handling high level escalations for huge organizations or similar demonstrated experience;
Х Bachelor's (undergraduate) degree or Master's (graduate)degree in technical/scientific discipline or equivalent on the job experience;
Х Knowledge management skills: creation and re-use of intellectual capital;
Х Excellent communication and leadership skills;
Х Excellent project management and organizational skills;
Х Team player: ability and willingness to motivate and support other engineers;
Х 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.


Х Good understanding of service management principles, excellent understanding of Incident Management and Problem Management (ITIL certification a plus);
Х Good understanding of project management (PM) techniques and tools (PMP certification a plus);
Х Excellent verbal and written communication skills;
Х Sound negotiating and excellent presentation skills;
Х Fluent in English;
Х Ability to summarize Technical content for non-Technical executive audience.

We offer:

Х Great opportunity for professional development in the IT field and continuous learning opportunities;
Х Competitive remuneration package;
Х Medical insurance;
Х 4 days additional paid leave (total: 24 days);
Х Food vouchers;
Х Life insurance;
Х Wellness program;
Х HP≈ badge program including various discounts for products and services;
Х Work-life balance program including free legal, financial and psychological consultations.

Thanks for taking the time to review our job, if you think it is a match to your experience and interests please apply todayЧ 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 note:

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