Incident Management Tier 2

Incident Management Tier 2

This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2 days per week from an HPE office.

Job Description:

Hewlett Packard Enterprise is a global edge-to-cloud company that is 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.  HPE Aruba Networking is a leading provider of next generation networking solutions. Our culture thrives on finding new and better ways to accelerate what’s next. 

Aruba is redefining the "Intelligent Edge" Aruba is creating new customer experiences by building intelligent spaces and digital workspaces - leading next-generation network access solutions for the mobile enterprise. We are focused on campus, branch, mobility, and the IoT to transform businesses with the combined power of computing, context, control, and secure connectivity. We help some of the largest and most exciting companies globally to modernize their networks to meet the demands of a digital future.

Responsibilities:

• Successfully resolve networking technical issues (hardware and software) from incoming internal alerts (proactive notification systems) and external businesses contacts (reactive phone calls).
• Use our networking tools to proactively assist Network as a Service (NaaS) customers in avoiding or reducing network problems.
• Ability to understand and work in an organization that is modeled on an Information Technology Information Libraries (ITIL) framework.
• Ability to work accurately and drive organizational results that are required by our customer Statement of Work (SOW).
• Successfully resolve Wireless Networking issues from incoming internal or external businesses and end user's contacts and proactive notification systems.
• Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
• Review and may resolve complex business issues.

Education and Experience Required:

• BA/BS degree or equivalent experience in supporting customers networking environment.
• 2+ years of experience in supporting customer networking environments.
• Proven experience to lead resolution activities with escalated customers.
• Relevant industry qualification/certifications in networking such as Aruba or Cisco is preferred.

Knowledge and Skills:

• Networking Fundamentals required ( CCNA)
• Relevant College Studies in a Technical Fields
• Proven experience in Networking and customer environments, 1+yrs
• Relevant industry qualification where applicable
• ITIL Certification Preferred.
• Aruba Networking knowledge desirable.
• Excellent verbal and written communication skills in language to be supported, Advanced English level.
• Experience in troubleshooting in a technical environment.
• Excellent analytical and problem-solving skills.
• Software and hardware knowledge of computing, Networking storage and peripheral devices.
• Advanced proficiency with case management databases and tools.
• Superior customer service skills.
• Phone and remote support.
• Partners frequently with the Sales Pursuit team.
• Ability to solve and document solutions for usage of other technicians and customers.
• Ability to lead resolution activities with escalated customers.
• Ability to contribute to technical action plans.
• Understanding of generative Artificial Intelligence (AI) and Site Reliability Engineering (SRE).

Join us and make your mark!

We offer:

• A competitive salary and extensive social benefits

• Diverse and dynamic work environment

• Work-life balance and support for career development

• An amazing life inside the element! Want to know more about it?

Then let’s stay connected!

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HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT and Affirmative Action employer. We are committed to diversity and building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global diverse team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together.

Accountability, Accountability, Action Planning, Active Learning (Inactive), Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Customer Solutions, Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity {+ 5 more}

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Diversity, Inclusion & Belonging

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse 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.

Job:

Services

Job Level:

Intermediate

Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.