Technical Service Advisor

Technical Service Advisor This role has been designed as Onsite with an expectation that you will primarily work 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 Job Family Definition Provide technology consulting to external customers and internal project teams Responsible for providing technical support and or leadership in the creation and delivery of technology solutions designed to meet customers business needs and consequently for understanding customers businesses As trusted advisor create and maintain effective customer relationships so as to insure customer satisfaction Maintain knowledge of leading edge technologies and industry market domain knowledge Actively contribute to the company s solutions portfolio by providing information ranging from technical knowledge to methodologies based on experience gained from customer projects Shape technical direction and technical strategies within the organization and for external customers Accountable for consistent and significant chargeability levels or expense relief for internal project teams and for assisting in meeting or exceeding revenue and customer satisfaction goals Contribute to organization s profitability by generating and cultivating new business opportunities and by providing technical support for deal proposal development Management Level Definition Contributions include applying developed subject matter expertise to solve common and sometimes complex technical problems and recommending alternatives where necessary Might act as project lead and provide assistance to lower level professionals Exercises independent judgment and consults with others to determine best method for accomplishing work and achieving objectives What You Will Do - Act as the single point of contact for all post-sales service needs for assigned customers Align closely with account teams on service delivery and sales Manage support cases to closure within SLA timelines escalate critical issues proactively Facilitate collaboration across teams to resolve high-impact technical problems Serve as a bridge between the customer and Professional Advanced and Education Services Engage in major projects for risk management service planning and expectation setting Conduct periodic service reviews with customers on SLAs metrics and quality Establish and lead operational reporting frameworks preferably ITIL-based Review open software defects and deployment risks co-develop mitigation plans Deliver proactive consulting health checks config reviews upgrade analysis etc Recommend improvements in network design topology and configuration Evaluate network change plans and assist in new feature product deployments Collaborate with engineering to resolve product quality issues Document customer network solutions and educate internal teams for better support What You Need to Bring - Strong foundation in IP networking TCP IP QoS VLAN STP IPSEC NAT IPv6 Solid expertise in L2 L3 protocols VRRP OSPF BGP Multicast MPLS VPN Exposure to modern technologies Segment Routing VxLAN EVPN SD-WAN DC Switching Experience in large enterprise or service provider environments Familiarity with ITIL framework and a mindset for automation is a plus Excellent communication and interpersonal skills customer-facing experience is essential Preferred certifications JNCIS JNCIP JNCIE or industry equivalents Bachelor s degree in Engineering or Computer Science MBA is a bonus Minimum 5 years in designing implementing and troubleshooting complex networks Ability to operate independently and manage priorities in unstructured environments Alignment with HPE s core values Be Bold Build Trust Deliver Excellence 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 04 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