Technical Support Manager, Hewlett Packard Enterprise

Hewlett Packard Enterprise

Location:
India, Bangalore

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2 days per week from an HPE office. The job family spans across multiple engineering disciplines. Work consists of designing, developing, analyzing, troubleshooting and debugging systems, software and solutions for research and/or research development of product, services, and solutions for HPE’s portfolio. Requires a broad knowledge and application of engineering disciplines, methodologies and tools. Customer Focused Technical Support (CFTS) Team provides designated senior support engineers with deep product knowledge to support their customers. These support engineer are experts in networking technology and skilled on customer network architecture, which enables them to deliver world class premium support.

Job Responsibility:

Manage and lead a team of high performance Technical Support Engineers who delivers focused and dedicated support to a CFTS Customer vertical (Telcom, Enterprise, Cable, Cloud etc.)
Deliver Remarkable & differentiated customer support experience and achieve high customer satisfaction (CSAT)
Hire, Train & Retain Technical Talent in the team aligning with the Juniper values & business objectives
Metrics management and drive continuous / quality improvement initiatives
Analytic experience in using data/trends to make proactive decisions and drive operational efficiency
Responsible to deliver 12/7 coverage to CFTS global customers during India coverage
Set team goals aligned with company objectives & key results (OKR), periodic performance management, enable team members with career growth plan and development
Build lasting relationship with customer, partner, field team and other internal stake holders
Manage customer escalations, participate in customer meetings and reviews. Partner with cross functional team like Sales, Advance Services, Professional Services to meet customers objective and achieve service level agreement (SLA)
Collaborate with Testing, Development, Technical documentation, global CFTS team to deliver consistent support to CFTS customers round the clock
Perform rotational Duty Manager role (on call) for weekday and weekends
Create an innovative, open and high performing culture in the team
Demonstrate ownership – make timely, thoughtful and bold decisions

Requirements:

Engineering Graduate with 12+ years of networking experience, includes 3+ years of relevant Support operational and People Management experience
Juniper products knowledge and Junos experience / certifications would be an added advantage
Past work experience in networking technologies: TCP/IP, Routing protocols, ISP network architecture etc.
Prior work experience in TAC team, Service provider environment and managing their end customers
Excellent understanding of 24x7 TAC operations in supporting global customers and their critical network activities of Service Provider and Cable vertical
Proven record in Hiring and managing technical talent with varied experience
Creating an open, energetic, and problem-solving culture in the team

Nice to have:

Accountability
Action Planning
Active Learning
Active Listening
Agile Methodology
Agile Scrum Development
Analytical Thinking
Bias
Coaching
Creativity
Critical Thinking
Cross-Functional Teamwork
Data Analysis Management
Data Collection Management
Data Controls
Design
Design Thinking
Empathy
Follow-Through
Group Problem Solving
Growth Mindset
Intellectual Curiosity
Long Term Planning
Managing Ambiguity

What we offer:

Health & Wellbeing
Personal & Professional Development
Unconditional Inclusion

Additional Information:

Job Posted:
August 12, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Technical Support Manager