Escalation Manager

Escalation Manager

The Escalation Manager (EM) is part of the Global Escalation Management (GEM) organization within the HPE Support Services Delivery (SSD) organization and is uniquely positioned to help customers transform their businesses and get measurably more from their IT investments. The Escalation Manager within GEM, is a key contributor to the success of the company.

The Escalation Manager (EM) 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. The EM is responsible for the overall management of an Escalation and owns the overall action plan, management level communication and drives decision making processes both internally and externally.

The Escalation Manager (EM) 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 Escalations / Outages.

In the most critical situation for a customer the Escalation Manager (EM), backed by all HPE Support Services Delivery organizations, will enable HPE to make the difference in providing support to our customers.

The holder of this position will be part of the Global Escalation Management Team in the Americas region (during North America time zones), reporting to the Area Escalations Manager.

Responsibilities

• Act as the focal point for Escalations / Outages liaising between the customer and the internal stake holders.
• Act as the customer advocate and liaison to drive customer satisfaction.
• Create a plan of action for each issue by aligning technical resources including Technical Specialists, Solution Center Teams, Field Delivery organization and Engineering to drive timely resolution of Escalations / Outages.
• Proactively engage with internal stake holders to help HPE meet SLA's, 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 Escalation Management community.
• Ensure highest levels of customer satisfaction by proactively delivering information about Escalations / 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 and Experience Required

Knowledge and Skills

What We Can Offer You

Health & Wellbeing

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Personal & Professional Development

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Unconditional Inclusion

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