Hewlett Packard Enterprise
Technology
DutyManager
“Duty Manager at Hewlett Packard Enterprise. Skills: Escalation Management, Cross-Functional Leadership, Executive Communication. Monitor calls and emails during shift. Monitor case end-to-end upon receiving escalation”
Industry & Context.
RCA and Closure
Availability to receive calls from leadership team during allocated shift, Monitor emails
What They're Looking For.
Must Have
Bachelor's or Master's degree, PIR (Post Incident Review), RCA and Closure, Document the reason for escalation and the preventive steps taken, Communicate the resolution and escalation closure to all stakeholders, foundational knowledge of networking protocols, switching, and Wi-Fi concepts
Nice to Have
Demonstrated understanding of HPE Networking (Aruba, Edge Connect and Juniper) product portfolios
What You'll Do.
Monitor calls and emails during shift
Monitor case end-to-end upon receiving escalation
Establish severity level
Engage management if challenge in assigning resource
and factual updates to leadership
Set expectations on timelines
and mitigation strategies
Act as trusted interface between customer and executives
How You'll Work.
Team & Collaboration
Engage ERT/TAC, Engineering, Supply Chain, PLM or any other required department; Engage management (Theater leader, TAC management) if challenge in assigning resource or communication with customer or sales
Communication Scope
Provide clear, concise, and factual updates; Communicate the resolution and escalation closure
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