Hewlett Packard Enterprise
Technical Outage Manager

Technical Outage Manager

Sofia full-time

About us

Hewlett Packard Enterprise (HPE) advances the way people live and work. We bring together curious minds to create breakthrough technology solutions, helping our customers make their mark on the world. One of our core principles is belief in the power of people. Recognizing that our people are HPE’s biggest competitive advantage allows us to focus on ensuring that we keep the employee at the center of everything we do - and we trust our Human Resources (HR) division to look after our biggest asset. This includes everything from recruiting activities, administration, compensation, performance management, employee development, as well as the allocation of our industry leading work-life-balance and training programs.


Hewlett Packard Enterprise is an industry leading Technology Company that enables customers to go further, faster. With the industry’s most comprehensive portfolio, spanning the cloud to the data center to workplace applications, our technology and services help customers around the world make IT more efficient, more productive and more secure.

The Technical Outage Manager (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. 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 also 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. 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 Management

Job specifics/responsibilities:

Must 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 hand

Be responsible for and ensure all aspects of the Outages/Escalation Management are carried out

Adhere to internal tools documentation standards

Provide timely updates, to both the internal and external stake holders

Attention to detail

Requirements and necessary skills

Key deliverables/accountabilities:

Act 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 customer’s 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.

Education (degree) and professional experience required:

8 to 10 years’ work experience

Experience in project/escalation management or in similar roles/businesses is an asset

Experience in working with technology business, preferably storage.

Proficient in English

Knowledge management skills: creation and re-use of intellectual capital

Excellent communication and leadership skills

Excellent project management and organizational skills

Team player: ability and willingness to motivate and support other engineers

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.

Bachelor's degree or Master's degree in technical/scientific discipline or equivalent on the job experience

ITIL & PMI knowledge or certification is an asset

Other requirements:

Communicator: possess strong & effective communication skills capable to interact with internal stake holders 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 success

Personal skills and qualities:

Good understanding of service management principles, excellent understanding of Incident Management and Problem Management (ITIL certification a plus)

Good understanding of project management (PM) techniques and tools (PMP certification a plus)

Services or Technical background

Excellent verbal and written communication skills

Sound negotiating and excellent presentation skills

Should be able to manage stress

Effective at problem-solving

Ability to summarize Technical content for non-Technical executive audience

Broad knowledge of corporate policies, products, markets and processes, as well as an understanding of business management principles and practices

Good knowledge of all relevant HPE services, competition, market trends, third parties

Developing leadership/mentoring skills

Able to lead cross-functional teams to achieve desired outcomes

Able to make and drive sound decisions under high load

Technical skills:

HPE Storage (3PAR knowledge is an advantage)

Knowledge in any of the other HPE technologies (Servers, Networking, DCC) is an asset

MS Office (Excel, PowerPoint, Outlook, etc.)

If you are looking for challenges in an exciting, supportive and international work environment, then we definitely want to hear from you. Continue the conversation by clicking apply now below, or directly via our Careers Portal at www.hpe.com/careers.

Join us and make your mark!

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HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT and Affirmative Action employer. We are committed to diversity and building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global diverse team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together.
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