Sr. Technical Service Advisor

Sr. Technical Service Advisor 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.

Key objectives 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. We assist our customers to evaluate network for performance, scalability, and security and provides recommendations on network configurations and topologies to improve operational performance and identify/ mitigate major risk areas. Partnering on short-term projects such as recommendation and implementation of new HPE Networking software and hardware features in the customer's network. Key responsibilities include the following, but are not limited to The two main aspect of the role would be to represent HPE Networking customer service to the customer and as representative of the customer back to Juniper. Act as a single point of contact for post-sales customer service issues in the account for the customer, partners, and account team. Understand customer lifecycle to deliver efficiency and effectiveness to the customer. Support the account/customer with alignment to services sales and product sales activities. Tracking and managing 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. Provide relevant technical inputs to facilitate and expedite escalated problem resolution. 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. This includes maintenance of the support plan for the account, in cooperation with the Service Business Manager (SBM). Early engagement regarding major projects to consider service requirements, risk management, and expectation setting with the account team, partners, and customer. 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. Discovers potential risks associated with the deployment plans and partner with the customer to develop mitigation plans. Delivers proactive consulting services such as technical analysis and recommendations (Impact assessment and analysis, health check analysis, software upgrade analysis, config review, etc…) Partners with Customers in conducting periodic Juniper product health checks to identify potential product improvement areas. Based on the evaluation makes a relevant recommendation to optimize operational performance with respect to