Description
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.
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.
Key Objectives: The Sr. Technical Service Advisor will represent HPE Networking customer service to the customer and as a representative of the customer back to Juniper. The ideal candidate will act as a single point of contact for post-sales customer service issues in the account for the customer, partners, and account team.
Responsibilities:
- Act as a single point of contact for post-sales customer service issues in the account for the customer, partners, and account team.
- Support the account/customer with alignment to services sales and product sales activities.
- Track and manage the deliverables of HPE Networking Foundation care, Advanced Care, Premium Care.
- Help support cases resolved as per SLAs and expedite/escalate critical issues among HPE Networking technical support teams.
- Proactively escalates and brings people with required expertise together to bring critical and important issues to closure.
- Act as an interlock between Customer and HPE Networking Professional Services, Advanced Services and Education Services for the services to be delivered to the customer.
- Coordinate and oversee all customer service delivery into the account.
- Conduct Periodic reviews with customer to review Juniper service delivery metrics, SLA and quality.
- Establish a customer-specific operational status and reporting framework (using ITIL), and lead in the delivery and presentation of status reports.
- Uses professional knowledge to review and assess open software defects.
- Delivers proactive consulting services such as technical analysis and recommendations.
- Partners with Customers in conducting periodic Juniper product health checks to identify potential product improvement areas.
- Reviews and evaluate network plan and assist in the planning of new feature implementation and product deployment.
- Engages with HPE Networking engineering teams to improve potential quality issues with products.
- Document and maintain customer network solutions knowledge and educates other internal Juniper resources for a better support experience.
Requirements:
- Bachelor’s degree in electrical/electronic Engineering, Computer Science or equivalent.
- 8+ years’ experience in designing, implementing, and solving technical problems of the state-of-the-art Datacenter, IP/MPLS- Networks.
- 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.
- Knowledge and experience of the newest technologies such as Segment Routing, Traffic engineering, DC switching, VxLAN, EVPN, SD-WAN & Wireless is a plus.
- ITIL Framework process knowledge will be an added advantage.
- Experience and desire to work on automation will be valuable in the long run.
- Amiable communication, interpersonal and social skills will make a difference!
- HPE Networking product certifications (HPE Aruba Networking – switching, Campus access, Data Center, HPE Juniper – JNCIA/JNCIS/JNCIP/JNCIE) or industry equivalents are helpful.
Benefits:
- Comprehensive suite of benefits that supports physical, financial and emotional wellbeing.
- Investment in career development.
- Unconditional inclusion and celebration of individual uniqueness.