Platform Lead x Multiple Opportunities

Platform Lead x Multiple Opportunities

This role has been designed as ‘’Onsite’ with an expectation that you will primarily work from an HPE office.

Job Description:

The Platform Lead is holds expert level knowledge in their domain and is responsible for their nominated platform. They’ll work with their assigned onshore and offshore teams to manage the platform, plan operational works and ensure they are completed as scheduled to maintain the highest level of reliability and availability of the platform. The Platform Lead is also responsible for continual service improvement, platform performance & optimisation and will work together with Spark Architects to plan short & long-term improvements and projects and ensure the projects are scoped and carried out by the appropriate HPE Services team members.

Management Level Definition:

Unique mastery and recognized authority on relevant subject matter knowledge including technologies, theories and techniques. Contributes to the development of innovative principles and ideas. Successfully operates in the most complex disciplines, in which the company must operate to be successful. Provides highly innovative solutions. Leads large, cross-division functional teams or projects that affect the organization's long-term goals and objectives. May participate in cross-division, multi-function teams. Provides mentoring and guidance to lower level employees. Routinely exercises independent judgment in developing methods, techniques and criteria for achieving objectives. Develops strategy and sets functional policy and direction. Acts as a functional manager within area of expertise but does not manage other employees as a primary job function.

Responsibilities:

• Successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end user's contacts and proactive notification systems.

• Respond to service, product, technical, and customer- relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission-critical). .

• Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.

• Ability to lead large, cross- divisional teams or projects. Ability to act as a mentor, guide and leader to other employees.

• Ability to recommend, develop and participate in developing strategy.

• Ability to act independently, as part of a team or as a team leader and exercise independent judgment.

• Ability to articulate clearly, recommend and explain resolutions to external customers/clients.

• Understand, utilize and share knowledge of ITIL.

• Represent the company in a face to face customer location visit, industry conference/trade show, vendor meeting, etc.

• Partners regularly with the Sales Pursuit team.

Education and Experience Required:

• Advanced University degree: post-graduate degree (i.e., Master of Arts/Science, MBA, etc.). Typically 1-2 year completion beyond first level University degree. or equivalent experience.

• 7+ years experience in relevant technologies and customer environments.

• Relevant industry qualification where applicable.

Knowledge and Skills:

• Excellent verbal and written communication skills in language to be supported.

• Advanced troubleshooting skills in a technical environment.

• Excellent analytical and problem solving skills.

• Advanced Software and hardware knowledge of computing, storage and peripheral devices.

• Specific knowledge and training with the company's products.

• Advanced proficiency with case management databases and tools.

• Superior customer service skills.

• Phone and remote support experience. E-support experience, knowledge and resolution ability.

• Ability to solve and document solutions for usage of other technicians and customers.

• Ability train peers and new agents on job related material.

• Ability to take full ownership for resolution with escalated customers.

• Ability to initiate and lead technical action plans.

• Lead or provide expertise to cross-functional teams or projects.

• Exceptional depth of knowledge on one or more highly complex solutions.

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:

Master

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.