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Sr 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:

Not provided
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Job Description:

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.

Job Responsibility:

  • Be a customer advocate within Juniper and be a single point of contact for the customer for all post-sales service needs
  • Stay in alignment with the customer and accounts team concerning the services sales and delivery
  • Help support cases resolved as per SLAs and expedite/escalate critical issues among Juniper 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 Juniper Professional Services, Advanced Services, and Education Services for the services to be delivered to the customer
  • Engages on the major projects for service requirements, risk management, and expectation setting with the account team, partners, and customers
  • Conduct Periodic reviews with the customer on Juniper service delivery metrics, SLA, and quality
  • Establish a customer-specific operational status and reporting framework (preferably using ITIL), and lead in the delivery and presentation of status reports
  • Uses technical knowledge to review and assess open software defects
  • Discovers potential risks associated with the deployment plans and partners with the customer to develop mitigation plans
  • Assist the customer in making use of proactive consulting services such as technical analysis and recommendations
  • Partners with Customers in conducting periodic Juniper product health checks and Configuration/Design reviews to identify potential improvement areas
  • Reviews and evaluates network change plans and assists in the planning of new feature implementation and product deployment
  • Allies with internal teams to resolve identified risks in software
  • Engages with Juniper engineering teams to improve potential quality issues with products
  • Document and maintain customer network solutions knowledge and educate other internal Juniper resources for a 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 the 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
  • Juniper product certifications (JNCIS/JNCIP/JNCIE) or industry equivalents
  • A Business degree such as MBA
What we offer:
  • Health & Wellbeing
  • Personal & Professional Development
  • Unconditional Inclusion

Additional Information:

Job Posted:
April 03, 2026

Work Type:
On-site work
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