Description
We are seeking a Federal Government Technical Service Advisor to provide technology consulting to external customers and internal project teams. As a trusted advisor, you will create and maintain effective customer relationships to ensure customer satisfaction. You will be responsible for providing technical support and/or leadership in the creation and delivery of technology solutions designed to meet customers' business needs.
Key Responsibilities:
- Provide technology consulting to external customers and internal project teams
- Create and maintain effective customer relationships to ensure customer satisfaction
- Provide technical support and/or leadership in the creation and delivery of technology solutions
- Stay in alignment with the customer and accounts team concerning services sales and delivery
- Help support cases resolved as per SLAs and expedite/escalate critical issues among HPE 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 Professional Services, Advanced Services, and Education Services for the services to be delivered to the customer
- Engage on major projects for service requirements, risk management, and expectation setting with the account team, partners, and customers
- Conduct Periodic reviews with the customer on HPE 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
- Use technical knowledge to review and assess open software defects
- Discover potential risks associated with the deployment plans and partner with the customer to develop mitigation plans
- Assist the customer in making use of proactive consulting services such as technical analysis and recommendations
- Partner with Customers in conducting periodic HPE product health checks and Configuration/Design reviews to identify potential improvement areas
- Review and evaluate network change plans and assist in the planning of new feature implementation and product deployment
- Engage with HPE engineering teams to improve potential quality issues with products
- Document and maintain customer network solutions knowledge and educate other internal HPE resources for a better support experience
- Focus on Customer Success
- Manage all customer escalations as the single customer point of contact for post-sales activities
- Monitor, manage, and audit case progress
- Oversee customer escalation management
- Schedule proactive cases with the HPE Networks Technical Assistance Center (GTAC) for planned end-user software upgrades and/or major configuration changes
- Lead weekly, bi-weekly, monthly customer review meetings
- Conduct Service Business Reviews (SBRs)
- Track product End of Life / End of Service planning
- Track and update asset inventory, contract level, and physical locations to ensure agreement between end-user and HPE data bases
- Track asset recovery management
- Partner with Account Team to enable customer via Service Portfolio with desired adoption of features / functions
- Prepare and deliver Postmortem/Root Cause Analysis on technical and process issues
- Perform trend analysis on both customers identified and internally recognized issues, drive other organizations to develop a problem resolution
- Conduct HPE Customer Support process training/review sessions
- Document and maintain customer information and educate other HPE internal resources on the supported customer(s)
Requirements:
- 4+ years of experience in designing, implementing, and solving technical problems for state-of-the-art Datacenter, IP/MPLS-Networks in customer-facing roles
- 4+ years of customer-facing experience in this capacity
- 4+ years of experience working with teams, collaborating and mentoring in a team or project lead capacity
- US citizenship and clearance at time of hire or the ability to obtain one
- Experience working in military or emergency services is highly preferred
- High exposure to network operations environment
- 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
- Experience working in large enterprises, Network service providers have added advantage
- 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 product certifications (JNCIS/JNCIP/JNCIE) or industry equivalents are helpful
- Ability to operate independently, including management of priorities in unstructured environment
- Demonstrate and be a role model for the values of HPE
- Bachelor's degree in electrical/electronic Engineering, Computer Science or equivalent
- A Business degree such as MBA would be an advantage