Global Remote Services

Global Remote Services - Critical Event Manager

This role has been designated as 'Edge', which means you will primarily work outside of an HPE office.

**Global Remote Services - Critical Event Manager**

Hewlett Packard Enterprise advances the way people live & work. We bring together the brightest minds to create breakthrough technology solutions, helping our customers make their mark on the world.

**Your Key Responsibilities**:

- Take accountability of all Priority 1 and Priority 2 cases / tickets / incidents / events logged by HPE customers with specialised service levels such as Complete Care or Datacenter Care.
- Successfully resolve technical issues (hardware and software) by driving the relevant teams involved in the incident lifecycle and minimize the impact to customers
- Respond to service, product, technical, and customer
- Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
- Ability to act as a team or project leader providing direction to team activities and facilitates information validation and team decision
- making process.
- Review and may resolve complex business issues.
- Excellent communication skills. Add case resolution to KMS.
- Understand and utilize Information Technology Information Libraries (ITIL).
- Represent the company in a face-to-face customer location visit, industry conference/trade show, vendor meeting, etc.
- Partners frequently with the Sales Pursuit team and generate leads for HPE
- Prior experience as an Escalation Management role or similar roles preferred
- Conceptual technical knowledge around HPE infrastructure is preferred

**About You**:

- Excellent verbal and written communication skills in language to be supported.
- Experience in troubleshooting in a technical environment.
- Excellent analytical and problem-solving skills.
- Software and hardware knowledge of computing, storage, and peripheral devices.
- Advanced proficiency with case management databases and tools.
- Superior customer service skills.
- Phone and remote support.
- Ability to solve and document solutions for usage of other technicians and customers.
- Ability to mentor new agents.
- Ability to lead resolution activities with escalated customers.
- Ability to contribute to technical action plans.
- Focus on one or more product lines (for example, proactive, reactive, storage, enterprise systems, etc.)

**What's on offer**:
At HPE we offer industry leading benefits such as commission accelerators, flexible working, enhanced parental leave, Wellness Friday, the ability to participate in Employee Resource Groups activities, volunteering opportunities, constantly evolving career growth & more.

Then let's stay connected

Australia

Applicants must be compliant with the relevant government COVID19 vaccination legal requirements (if applicable). Some roles require visits to our partner or supplier premises. The relevant laws and partner/supplier visitor policies may therefore include specific COVID19 vaccination requirements. HPE also has a general vaccination (or valid exemption) requirement for attending HPE offices (which attendance may be a requirement depending on the role).

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.

**Job**:
Services
**Job Level**:
Specialist

**Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.**

HPE will comply with all applicable laws related to the use of arrest and conviction records, including the San Francisco Fair Chance Ordinance and similar laws and will consider for employment qualified applicants with criminal histories.