Technical Account Manager/Technical Advisor
Description
This role has been designed as 'Hybrid' with a requirement 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:
HPE Operations is our innovative IT services organization. It provides the expertise to advise, integrate, and accelerate our customers’ outcomes from their digital transformation. Our teams collaborate to transform insight into innovation. In today’s fast paced, hybrid IT world, being at business speed means overcoming IT complexity to match the speed of actions to the speed of opportunities. Deploy the right technology to respond quickly to market possibilities. Join us and redefine what’s next for you.
What you’ll do:
Responsibilities:
Account Support Plan (Develop/Maintain)
The TAM/TA assists the ASM to create an account support plan (ASP). The
ASP is a living document that will assist the account team in delivering the
Proactive Services the customer has purchased and includes
recommendations and expectations from both parties to be successful.
Support Planning and Review
TAM will collaborate with the ASM to prepare and deliver for the regular
Support Planning and Reviews. The Account Support Plan provides a
framework and template for having a value-based discussion with the
customer.
Support Activity Reviews (Quarterly, Annually or Variable)
The TAM drives the Technical Review with the customer. This includes a
detailed review of all the Support Services Solutions Proactive related
activities. Support incident data is analyzed to help identify trends and action
plans to reduce risk and recurrence.
Operational Profile Management
The TAM will collaborate with the ASM to create a technical operational
profile of the assigned customer environment to understand the customer
technical operation and overall business focus, including but not limited to
reducing support incidents and defects. This information can also assist with
enhancement implementation and patch analysis.
Support the ASM with proactive deliverables
The TAM is responsible for the delivery of predefined proactive deliverables
at a schedule agreed with the ASM and customer and as defined in the
Account Support Plan. The TAM will co-operate with the back-office
according to the SDG’s definitions of the services.
Platform Profiling:
The Technical Advisor collaborates with the Customer to understand and document the Customer’s selected HPE technology category. This includes documenting:
- types of equipment
- configuration
- O/S being used
- interconnects
- workloads that are being deployed
- 3rd party HW / SW being used in conjunction with the Customer’s selected HPE technology
This information will be stored in connection with the Customer’s HPE Complete Care service plan and made available to the HPE service delivery team to enhance the Customer’s covered products and service experience.
Advice and Guidance:
The Technical Advisor conducts quarterly advanced technical advice and guidance sessions for topics determined by the customer up to 4 times a year
What you need to bring:
Education and Experience Required:
- Bachelor's or Master's degree in Mechanical, Electrical, or other Engineering, Computer Science, or equivalent.
- Typically 5+ years experience.
- Product and Solutions
• Simple Components: Operating Systems, Networking, Servers, Storage
• Complex Solutions: Cloud, Virtualization
• Product Bundles/Reference Architectures
• Product Solutions Appliances, “Systems” (i.e., CS7000, NFV, Apollo 8000)
Portfolio Knowledge
• Datacenter Care
• Proactive Care
• Flexible Capacity
• Lifecycle event services
• Datacenter Care building blocks
• TS Support Credits
Account Management
• Business Acumen
• Effective interactions
• Planning and organizing
• Tools and process
Professional Skills
• Customer-centric mind set Essentials (CCM1)
• Understanding MC/DC and Proactive Customers (CCM2)
• Influencing MC/DC and Proactive Customers (CCM3) – Optional
• Service management – ITIL Foundation
Accessibility
HPE is committed to creating an inclusive and accessible workplace and encourages applications from all qualified individuals, including those with disabilities. If you believe you require accommodation during any stage of the application or interview process, please submit your request by completing our secure form linked here.
Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability.
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:
ServicesJob 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.
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