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Senior Technical Service Advisor

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Hewlett Packard Enterprise

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Location:
India , Bangalore

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

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Job Description:

The Advanced Services team provides exceptional outcomes and remarkable customer experience through "forward-looking" technical services to optimize network reliability and performance for designated customers. We are passionate about enabling our customers towards a fast, risk-free deployment of network services. We assist our customers in evaluating networks for performance, scalability, and security and provide recommendations on network configurations and topologies to improve operational performance and identify/ mitigate major risk areas. Partnering on short-term projects such as recommendation and implementation of new software and hardware features in the customer's network.

Job Responsibility:

  • Be a customer advocate and single point of contact for customer for all post-sales service needs
  • Stay in alignment with customer and accounts team concerning 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 services to be delivered
  • Engage on major projects for service requirements, risk management, and expectation setting with account team, partners, and customers
  • Conduct Periodic reviews with customer on service delivery metrics, SLA, and quality
  • Establish customer-specific operational status and reporting framework (preferably using ITIL), and lead in delivery and presentation of status reports
  • Use technical knowledge to review and assess open software defects
  • Discover potential risks associated with deployment plans and partner with customer to develop mitigation plans
  • Assist customer in making use of proactive consulting services such as technical analysis and recommendations
  • Partner with Customers in conducting periodic product health checks and Configuration/Design reviews to identify potential improvement areas
  • Review and evaluate network change plans and assist in planning of new feature implementation and product deployment
  • Ally with internal teams to resolve identified risks in software
  • Engage with engineering teams to improve potential quality issues with products
  • Document and maintain customer network solutions knowledge and educate other internal resources for better support experience

Requirements:

  • Deep understanding of core IP networking concepts (TCP/IP, QoS, VLAN, STP, IPSEC, NAT, IPv6)
  • Reasonable expertise in Layer2, Layer3 protocols such as VRRP, OSPF, BGP, Multicast, MPLS VPN
  • Experience with customer facing roles is essential
  • 8+ years experience in designing, implementing, and solving technical problems of 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
  • Bachelor’s degree in electrical/electronic Engineering, Computer Science or equivalent

Nice to have:

  • Knowledge and experience of newest technologies such as Segment Routing, Traffic engineering, DC switching, VxLAN, EVPN, SD-WAN & Wireless
  • Experience working in large enterprises, Network service providers
  • ITIL Framework process knowledge
  • Experience and desire to work on automation
  • Amiable communication, interpersonal, and social skills
  • Cisco/Arista/Aruba/Juniper product certifications or industry equivalents
  • Business degree such as MBA
What we offer:
  • Health & Wellbeing
  • Personal & Professional Development
  • Unconditional Inclusion

Additional Information:

Job Posted:
January 18, 2026

Work Type:
On-site work
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