Technical Support Manager

Technical Support ManagerThis 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.

Job Description:

HPE Operations is our innovative IT services organization. It provides the expertise to advise, integrate, and accelerate our customers' outcomes from their digital transformation. Our teams collaborate to transform insight into innovation. In today's fast paced, hybrid IT world, being at business speed means overcoming IT complexity to match the speed of actions to the speed of opportunities. Deploy the right technology to respond quickly to market possibilities. Join us and redefine what's next for you.

What you'll do:

Key Responsibilities

• Team Leadership & Management
  • Lead, mentor, and develop a team of OpsRamp Support engineers/consultants.
  • Allocate resources effectively across customer onboarding, implementation, and support activities.
  • Drive accountability, continuous learning, and performance excellence within the team.
• Customer Onboarding & Delivery
  • Oversee successful implementation and onboarding of customers onto the OpsRamp platform.
  • Ensure delivery of discovery, integrations, monitoring, patch management, and reporting modules as per customer requirements.
  • Partner with Sales and Customer Success teams to design deployment plans aligned with business outcomes.
• Operational Excellence
  • Establish and maintain standard operating procedures (SOPs) for OpsRamp platform implementation and support.
  • Track key operational metrics (onboarding timelines, SLA adherence, license utilization, etc.).
  • Proactively identify gaps and drive automation, standardization, and process improvements.
• Collaboration & Stakeholder Management
  • Act as the key point of contact between OpsRamp support, Product, and R&D Teams.
  • Represent the team in leadership meetings, providing progress updates, risk assessments, and escalations.
  • Partner with Product and Engineering teams to share feedback from customer implementations for roadmap enhancement.
• Governance & Reporting
  • Monitor OpsRamp product adoption rates, and customer outcomes tied to OpsRamp deployments.
  • Provide executive-level reporting on team performance, customer onboarding progress, and operational KPIs.

Desired Technical  skills and Experience

• Technical Knowledge: Understanding of IT infrastructure components and technologies, including servers, networks, storage, virtualization, cloud computing, databases, and applications.
• Knowledge and experience in server, Storage, and Network management software tools
• Knowledge of remote deployment programs and monitoring processes and concepts.
• Windows Server Operating Systems and their integration with Fiber Channel HBA; Windows Server Clustering in SAN and switched SCSI environments.
• Good understanding of Linux and VMware
• Basic understanding of network protocols, network security and firewall
• Cloud Computing: Exposure to Public and/or Private Cloud computing technologies. Certification on Azure, AWS, or Google Cloud would be a plus
• Scripting and Automation Skills: Experience with scripting and automation tools, such as Python, Bash, or Terraform, to automate repetitive tasks and improve infrastructure efficiency.
• Problem-solving skills: Excellent problem-solving skills and the ability to diagnose and resolve complex technical issues.
• Communication Skills: Effective communication skills to collaborate with technical and no-technical stakeholders.
• Collaboration Skills: The ability to work effectively in a team environment and to coordinate efforts with other teams to resolve issues and implement new solutions.
• Continuous Improvement: A desire to continuously improve operational processes to ensure high efficiency and performance.
• Compliance: Knowledge of and experience with industry standards and best practices for cloud infrastructure, including security, compliance, and data privacy regulations.
• Service Management Experience: Familiarity with IT service management (ITSM) frameworks, such as ITIL, and experience with incident, problem, and change management processes.

What you need to bring:

Qualifications & Skills

• Bachelor's degree or equivalent experience required.
• 10+ years of IT Operations/Service Management experience with at least 5 years in a Team leader ole.
• Hands-on knowledge of OpsRamp platform similar ITOM/Monitoring platforms
• Proven track record in customer onboarding, technical delivery, or IT operations projects.
• Strong people management skills – coaching, performance management, and career development.
• Excellent communication and stakeholder management abilities.
• Exposure to cloud technologies (AWS, Azure, GCP) and modern monitoring/logging tools is a plus.

Additional Skills:

Accountability, Accountability, Action Planning, Active Learning, Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Customer Solutions, Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity {+ 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 @HPECareers on Instagram to see the latest on people, culture and tech at HPE.

#india#operations

Job:

Services

Job Level:

Manager_

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: Equal Employment Opportunity.

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.

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