Technical Service Advisor

Technical Service Advisor This role has been designed as Hybrid with an expectation that you will work on average 2 days per week from an HPE office Who We Are Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work We help companies connect protect analyze and act on their data and applications wherever they live from edge to cloud so they can turn insights into outcomes at the speed required to thrive in today s complex world Our culture thrives on finding new and better ways to accelerate what s next We know varied backgrounds are valued and succeed here We have the flexibility to manage our work and personal needs We make bold moves together and are a force for good If you are looking to stretch and grow your career our culture will embrace you Open up opportunities with HPE What you ll do This role requires you to be a customer advocate and be a single point of contact for the customer for all post-sales service needs Stay in alignment with the customer and accounts team concerning the services sales and delivery Help support cases resolved as per SLAs and expedite escalate critical issues among technical support teams Provide relevant technical inputs to facilitate and expedite escalated problem resolution Proactively escalates and brings people with required expertise together to bring critical and important issues to closure Act as an interlock between Customer and Professional Services Advanced Services and Education Services for the services to be delivered to the customer Engages on the major projects for service requirements risk management and expectation setting with the account team partners and customers Conduct Periodic reviews with the customer on service delivery metrics SLA and quality Establish a customer-specific operational status and reporting framework preferably using ITIL and lead in the delivery and presentation of status reports Uses technical knowledge to review and assess open software defects Discovers potential risks associated with the deployment plans and partners with the customer to develop mitigation plans Assist the customer in making use of proactive consulting services such as technical analysis and recommendations Impact assessment and analysis health check analysis software upgrade analysis config review etc Partners with Customers in conducting periodic product health checks and Configuration Design reviews to identify potential improvement areas Based on the evaluation make a relevant recommendation to optimize operational performance concerning design topology configuration Reviews and evaluates network change plans and assists in the planning of new feature implementation and product deployment Allies with internal teams to resolve identified risks in software Engages with engineering teams to improve potential quality issues with products Document and maintain customer network solutions knowledge and educate other internal resources for a better support experience Skill specifications The candidate must have a deep understanding of core IP networking concepts TCP IP QoS VLAN STP IPSEC NAT IPv6 Should possess reasonable expertise in Layer2 Layer3 protocols such as VRRP OSPF BGP Multicast MPLS VPN Knowledge and experience of the newest technologies such as Segment Routing Traffic engineering DC switching VxLAN EVPN SD-WAN Wireless is a plus Experience working in large enterprises Network service providers have added advantage ITIL Framework process knowledge will be an added advantage Experience and desire to work on automation will be valuable in long run Amiable communication interpersonal and social skills will make a difference Cisco Arista Aruba Juniper product certifications or industry equivalents are helpful What you need to bring Experience with customer facing roles is essential We prefer candidates with bachelor s degree in electrical electronic Engineering Computer Science or equivalent A Business degree such as MBA would be an advantage 8 years experience in designing implementing and solving technical problems of the state-of-the-art Datacenter IP MPLS- Networks High exposure to network operations environment Ability to operate independently including management of priorities in unstructured environment Additional Skills Accountability Accountability Active Learning Active Listening Bias Business Growth Client Expectations Management Coaching Creativity Critical Thinking Cross-Functional Teamwork Customer Centric Solutions Customer Relationship Management CRM Design Thinking Empathy Follow-Through Growth Mindset Information Technology IT Infrastructure Infrastructure as a Service IaaS Intellectual Curiosity Inactive Long Term Planning Managing Ambiguity Process Improvements Product Services Relationship Building 5 more What We Can Offer You Health Wellbeing We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical financial and emotional wellbeing Personal Professional Development We also invest in your career because the better you are the better we all are We have specific programs catered to helping you reach any career goals you have whether you want to become a knowledge expert in your field or apply your skills to another division Unconditional Inclusion We are unconditionally inclusive in the way we work and celebrate individual uniqueness We know varied backgrounds are valued and succeed here We have the flexibility to manage our work and personal needs We make bold moves together and are a force for good Let s Stay Connected Follow on Instagram to see the latest on people culture and tech at HPE india networking Job Services Job Level TCP 03 HPE is an Equal Employment Opportunity Veterans Disabled LGBT employer We do not discriminate on the basis of race gender or any other protected category and all decisions we make are made on the basis of qualifications merit and business need Our goal is to be one global team that is representative of our customers in an inclusive environment where we can continue to innovate and grow together Please click here Hewlett Packard Enterprise is EEO Protected Veteran Individual with Disabilities HPE will comply with all applicable laws related to employer use of arrest and conviction records including laws requiring employers to consider for employment qualified applicants with criminal histories