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Escalation Manager

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Hewlett Packard Enterprise

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Location:
United States , Spring

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Category:
IT - Administration

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Contract Type:
Employment contract

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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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