Escalation Manager – Expert

Escalation Manager – Expert 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 Escalation Manager is the key to a successful escalation solution. This senior individual will provide leadership and support to the Escalation Team by bringing together the elements needed to ensure the escalation or issue at hand is resolved. He/she is responsible for all internal and external communications relating to the escalation. This shall be done in an efficient manner which  concludes in an outcome, that suits the business needs of both the customer and HPE. The Escalation Manager will be an active member of a GEM community based from the HPE Sofia Centre, and as such, shall strive to share and maintain “best in class” practices within the community within both Sofia and across EMEA/WW The Escalation Manager shall demonstrate behaviors in alignment with guiding principles and shall effectively collaborate and contribute to both their own work group and the wider GEM teams. Job specifics/responsibilities: Lead every aspect of Escalation activity for their designated Country / Area.  Own Escalation performance for a designated Country / Area. Be a team player and yet, show leadership and be the designated point of contact for the Escalation Process. Within an Escalation, ensure that the Escalation Process and associated Tools are adhered to by the broader Support Community. Ablet to lead an Escalation in any country within EMEA Ensure documented Escalation and communication processes are adhered to and duly followed.  Share ‘Best Practice’ among their peers in the GEM community and be required to actively look for and identify pro-active / issue prevention opportunities where these present themselves. Be actively involved in ensuring there is an awareness and understanding of the Customer Resolution Process and Escalation Processes among the various cross-functional groups within their designated Country / Area. Identify possible opportunities in the form of sales leads and enter such in the appropriate tool.  Capable of working constructively in a highly pressurized environment. Willing to work after office hours to manage critical customer escalations when necessary 24x7 availability as required for ‘Out of Hours’ (OOH) coverage (where country laws/working practices allow). Demonstrates the ability to work with and be sensitive to other cultures. Demonstrates breadth of influence across multiple organizations within the Business, and expertise is sought, valued and used.  Skilled in utilizing methodologies for problem management and resolution of escalated issues. Routinely exercises independent judgment to develop methods, techniques and criteria for achieving objectives. Provides highly innovative management of complex escalations. Promotes the direct value our portfolio of Support Solutions can provide to our business partners and customers. Shows recognition of the achievements of peers. Creates opportunities to increase the competence of the work group in a proactive and consistent way. Identifies and communicates possible process changes that will remedy inefficiencies as appropriate. Clear understanding of the financial