Hewlett Packard Enterprise
EscalationManager
Neural analysis suggests this role is
optimal for Mid candidates.
“Escalation Manager at Hewlett Packard Enterprise. Skills: Escalation Management, cross-functional coordination, vendor/stakeholder management. Lead every aspect of Escalation activity. Own Escalation performance”
Industry & Context.
problem-solving; problem management; resolution of escalated issues
2 days per week from an HPE office, 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)
What They're Looking For.
Must Have
3 years experience in customer success management, Proficient in English
Nice to Have
Additional European language desired (French, German, Italian, Spanish)
What You'll Do.
Lead every aspect of Escalation activity
Own Escalation performance
Ensure that the Escalation Process and associated Tools are adhered to
Lead an Escalation outside their designated Country / Area
Ensure documented Escalation and communication processes are adhered to
Share ‘Best Practice’ among their peers
Actively look for and identify pro-active / issue prevention opportunities
Ensure there is an awareness and understanding of the Customer Resolution Process and Escalation Processes
Identify possible opportunities in the form of sales leads
Work constructively in a highly pressurized environment
Work after office hours to manage critical customer escalations
24x7 availability as required for ‘Out of Hours’ (OOH) coverage
Work with and be sensitive to other cultures
Influence across multiple organizations
Utilize methodologies for problem management
Manage complex escalations
Promote the direct value our portfolio of Support Solutions
Recognize the achievements of peers
Increase the competence of the work group
Identify and communicates possible process changes
Demonstrate an understanding of the financial justification
Communicate to customer senior staff
Lead customer technical representatives
Communicate to various levels depending on audience
Anticipate Customer needs
Develop proposed solutions
Build consensus with customer key decision makers
tools and processes to resolve open issues
Ensure all aspects of the Escalation ‘Action Plan’ are carried out
Adhere to escalation tools documentation standards
Provide timely updates
Identify potential risks in escalation cases
Follow prescribed mitigation strategies
Recognize critical situations requiring more senior Escalation Management support
Bring in respective GEM personal to work with them
Utilize thorough understanding of Escalation Management
Manage known Technical Escalation scenarios
Summarize technical content for non-technical management audience
Lead smaller cross-functional teams to achieve desired outcomes
How You'll Work.
Team & Collaboration
cross-functional coordination; cross-functional groups; cross-functional teams
Communication Scope
internal and external communications; verbal and written communication skills; advanced presentation skills
Process & Methodology
project management (PM) techniques
Full Job Description
Escalation Manager This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2 days per week from an HPE office. **Who We Are:** 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. **Job Description:** The Escalation Manager is the key to a successful escalation solution. This 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. **How you will make your mark:** * 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 desi
Applying for this Escalation Manager role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on Workday
- Workday has a multi-step form — save your progress after every section.
- "Apply With LinkedIn" can fail or lose data; manual entry is more reliable.
- Watch for the "Submit for Review" final step — hitting "Save" alone does not submit.
- Job requisition numbers are useful when following up with HR by email.
ANONYMOUS · UNFILTERED
What do employees actually say about Hewlett Packard Enterprise?
Real rants from real employees. Read before you apply.