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HPE Networking will assign a named Managed Services Manager (MSM) to coordinate with the Assigned Account Team (AAT), the Network Operations Center (NOC) customer relationship and service delivery for NOC Solutions. The MSM is an experienced Program Manager and Escalation Manager. The MSM is responsible for the overall delivery of the NOC solution and acts as the customer’s single IT management focal for all service-related issues, technical escalations, and integration actions. The MSM serves as the NOC customer’s single point of contact for all AAT service issues and actions and is the remote service advocate within HPE Networking .
The MSM’s value to each NOC customer is as an HPE Networking Services partner, an integral part and extension of their IT management structure.
Responsible for seamless onboarding of accounts into NOC operations by working with the transition manager to ensure operations readiness
Act as the customer’s advisor, not only resolving issues, but guiding the digital transformation journey by helping the customers visualize longer-term strategic initiatives. Ensure highest level of customer satisfaction is achieved by providing data-driven insights about quality-of service delivery, IT assets & resources.
Be the primary point of contact for all NOC relationship management and escalation needs, business or technical.
Manage the account end-to end by collaborating with cross-functional teams and spearhead internal/external Communication.
The MSM role is available twenty-four (24) hours a day, seven (7) days a week, and manages escalations. HPE Networking will maintain primary escalation points of contact. This provides for a seamless transition of management of escalation support for each NOC customer.
The MSM can escalate calls from the AAT to an extended level of support, which may involve additional technical resources, Product Engineering, the account management team, and/or senior management. The MSM will follow HPE Networking's guidelines for escalation; however, the MSM may choose to engage other resources sooner, if necessary, for problem resolution. The MSM is responsible for developing, updating, and distributing the Outage Communications and Action Plans and Root Cause Analysis (RCA).
The MSM is also responsible for changes to the GMS Service scope or deliverables (e.g., change in service levels or add or remove deliverables, products, version or configuration of the product, the volume of product(s), or site that affects this GMS Service cost, schedule, quality, and/or conformance of the deliverables to the agreed specifications.
The MSM may engage in Product engineering when:
- A customer’s technical problem has exhausted the capability of the NOC technical team to provide a resolution, including, but not limited to, problem recreation.
- A design problem is apparent or highly suspected or design-level expertise would be needed to determine the exact nature of the problem.
The MSM is responsible for communicating and coordinating with customers during the engineering escalation process. The MSM is further responsible for keeping the customer aware of all activities, milestones, and decisions necessary for their covered IT environment and solution resolution. The engineering escalation continues through the problem resolution process and ends when the customer’s situation is resolved.
