Technical Outage Manager

Technical Outage Manager This role has been designed as 'Hybrid' with a requirement that you will work on average 2 days per week from an HPE office.

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.

The Technical Outage Management (TOM) Team is a part of the Engineering Solutions and Support Team within the Global Support Remote Organization and is uniquely positioned to help customers transform their businesses and get measurably more from their IT investments. The Technical Outage Manager (TOM) is a key contributor to the success of the company.   A TOM is the key to a successful Escalation/Outage solution. This individual brings together all elements needed to ensure the escalation, Outage, or issue at hand is resolved in a manner that is both efficient and concludes in an outcome that suits the business needs of the customer and HPE.   The TOM is responsible for the overall management of an Escalation/Outage and owns the overall action plan, and management-level communication, and drives decision-making processes both internally and externally.   The TOM is part of a highly valued team that coordinates technical resources across multiple departments and ensures customer success by communicating professionally and promptly during the process of leading Technical Escalations/Outages.   In the most critical situation for a customer the TOM, backed by all Global Support Delivery Teams, will enable HPE to make the difference in providing support to our customers. The holder of this position will be part of the Technical Outage Management Team, reporting to the Manager - Technical Outage Management   Other key deliverables include: ·          Act as the focal point for Technical Escalations/Outages liaising between the customer and the internal stakeholders. ·          Act as the customer advocate and liaison to drive customer satisfaction. ·          Create and track the plan of action for each issue by aligning technical resources including Escalation Specialists, Level 2 Teams, Field Technical support representatives, and Engineering to drive timely resolution of Escalations/Outages. ·          Proactively engage with internal stakeholders to help HPE meet SLAs, organizational goals, and metrics. ·          Understand the technical problem and its impact on the customer’s business. ·          Communicate and effectively manage the customer's expectations at all levels of their organization. ·          Spearhead internal/external conference calls to lead Escalations/Outages. ·          Create strong synergies within the internal teams ·          Ensure the highest levels of customer satisfaction by proactively delivering information about Outages at a frequency that matches the situation's urgency. ·          Maintain a strong commitment to building relationships with the customer. (Strong communication and negotiation skills are required.) ·          Get engaged during complex situations such as multiple product failures, severe production outages, performance degradation issues, data loss/corruption, and legal/media issues and take complete ownership of the situation and drive to restoration of services. Operational Excellence: ·          Must