Escalation Manager, Hewlett Packard Enterprise

Hewlett Packard Enterprise

Location:
United States, Spring

Category:
IT - Administration

Contract Type:
Employment contract

Salary:

49500.00 - 104900.00 USD / Year

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Job Description:

The Escalation Manager (EM) is part of the Global Escalation Management (GEM) organization within HPE Support Services Delivery (SSD) organization. This role is uniquely positioned to help customers transform their businesses and get measurably more from their IT investments. The Escalation Manager brings together all elements needed to ensure escalations or issues are resolved efficiently and concludes in outcomes that suit the business needs of both customer and HPE.

Job Responsibility:

Act as the focal point for Escalations/Outages liaising between the customer and 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
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
Spearhead internal/external conference calls to lead Escalations/Outages
Create strong synergies within internal teams
Ensure highest levels of customer satisfaction by proactively delivering information
Maintain strong commitment to building relationships with customers
Get engaged during complex situations and take complete ownership

Requirements:

Experience in working with technology business, preferably storage, servers, and networking
Bachelor's (undergraduate) degree or Master's (graduate) degree in technical/scientific discipline or equivalent on the job experience
Knowledge management skills: creation and re-use of intellectual capital
Excellent communication and leadership skills
Excellent project management and organizational skills
Team player: ability and willingness to motivate and support other engineers
Flexible to work in the nights or any flexible hours as per business requirement
ITIL & PMI knowledge is an asset
Good understanding of service management principles
Excellent understanding of Incident Management and Problem Management
Good understanding of project management (PM) techniques and tools
Services or Technical background
Excellent verbal and written communication skills
Sound negotiating and excellent presentation skills
Proficient in English
Able to support customers 24x7 as part of standby rotation
Able to manage stress
Effective at problem-solving
Ability to summarize Technical content for non-Technical executive audience
Broad knowledge of corporate policies, products, markets and processes
Understanding of business management principles and practices
Good knowledge of all relevant HPE services, competition, market trends, third parties
Developing leadership/mentoring skills
Able to lead cross-functional teams to achieve desired outcomes
Able to make and drive sound decisions under high pressure situations

Nice to have:

ITIL & PMI knowledge
Leadership/mentoring skills
Cross-functional team leadership
Decision-making under pressure

What we offer:

Health & Wellbeing benefits
Personal & Professional Development programs
Comprehensive suite of benefits supporting physical, financial and emotional wellbeing
Career development programs
Unconditional inclusion environment
Flexible work arrangements

Additional Information:

Job Posted:
October 23, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Escalation Manager