Resolution Engagement Manager

Resolution Engagement ManagerThis role has been designed as ‘Hybrid’ with an expectation that you will work on average 2 days per week from an HPE office.

Who We Are:

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

Job Description:

We are looking for Resolution Engagement Manager to join our team!

How You’Ll Make Your Mark:

• Determine best resolution path, both GS internal and/or external
• Trigger GS internal resolution paths to prevent escalations and follows progress
• Follow CPR escalation process to trigger escalation
• Engage external resolution paths (TEM, Exception, TRT etc.) to initiate escalation
• Coordinate GRS MEA Tunis efforts & liaises with external escalation teams to aide in escalation resolution
• Support the new CIMR, attend factory meetings and share analysis & CAP or any useful feedback to improve the process

• Maintain Incident Documentation

• Assume end-to-end remote responsibility for GS MEA Tunis in an escalation context and works those to completion
• Represent GS MEA Tunis in escalations
• Represent GS MEA Tunis with respective Account Team
• Internal and stakeholder communication - if necessary or beneficial, REM leads GS part of customer communication
• Internal escalation point in stalled outage management cases
• Analyze and interprets Metrics data and proposes areas for improvement.

Post-Mortem-Analysis

• Perform post-mortem-analysis, identifying potential delivery process optimization opportunities or gaps
• Address lessons learned with GS MEA Tunis management, internal and external improvement channels
• Develop corrective action plans to further continuous improvement

Problem Management

• Engage with regional and local cross organizational problem management structures to further continuous improvement

• Cap Program Governance

• Report on status and incidents of CAP/SAM accounts
• Maintain awareness of CAP/SAM Program and their respective accounts in GS MEA Tunis operations
• GS MEA Tunis Duty governance if required
• GS MEA Tunis Operations Support
• Train, educate & advise GS Tunis operations and Duty roles on available resolution paths and their prerequisites
• Provide GS MEA Tunis operations/management with tailored analysis and reports

About You:

• Excellent verbal and written communication skills in English
• Experience in troubleshooting in a technical environment.
• Excellent analytical and problem solving skills.
• Software and hardware knowledge of computing, storage and peripheral devices.
• Advanced proficiency with case management databases and tools.
• Ability to solve and document solutions for usage of other technicians and customers.
• Ability to mentor new agents.
• Ability to lead resolution activities with escalated customers.
• Ability to contribute to technical action plans.
• Focus on one or more product lines (for example, proactive, reactive, storage, enterprise systems, etc.)

Additional Skills:

Accountability, Accountability, Action Planning, Active Learning, Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Customer Solutions, Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity {+ 5 more}

What We Can Offer You:

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Unconditional Inclusion

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.

Let'S Stay Connected:

Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE.

Job:

Services

Job Level:

Specialist

HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity.

Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.