Critical Escalation Program Manager

Critical Escalation Program 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.

Job Description:

   

The Critical Escalation Account/ Program Manager is a key role within HPE Networking's Global Service Organization within the EMEA region. This individual will lead technical and business collaboration efforts necessary for ensuring customer satisfaction and business continuity for HPE Networking's most critical accounts. This person will assemble cross functional teams including, but not limited to, R&D and Product Management to drive permanent issue resolution and maintain our customer-for-life culture. This person will be the voice of HPE Networking for critical issue resolution and an important partner with Sales, Engineering, and Services for ensuring future business preservation.

The Critical Escalation Account/ Program Manager leads cross‑functional response and resolution for HPE Networking’s most critical customer issues. This role serves as the single point of accountability, driving collaboration across Engineering, Services, and Sales to protect customer satisfaction, business continuity, and long‑term customer relationships in high‑impact situations.

Responsibilities:

• Must be able to develop a customer satisfaction plan and influence others to deliver to agreed timelines and objectives of that plan.
• Lead all collaboration and communication efforts for a critical customer issue and manage for on-going progress.
• Will provide frequent and highly succinct and technically accurate communications on progress to customers and all levels of executive leadership
• Will be able to adapt to ever changing challenges and use creative thinking and versatility to still ensure a win-win outcome.

Education and Experience Required:

• 5-10+ Years of customer facing service, engineering support or related delivery roles.
• Experience in Service/Technical Escalation Management a plus

Knowledge and Skills:

• Program/Project Management of critical issues in a cross-functional and highly charged and technical environment.
• Understanding of various data networking protocols
• Good breadth of understanding of networking products, solutions and use cases
• Excellent ability to engage with various technical teams (R&D, Field, Partner, 3rd Party etc.,) and facilitate technical analysis and resolution
• Must be able to ensure acceptable and continual progress by influencing, negotiating, communicating, and delegating during technical/business collaboration when necessary.
• Must support and promote a whatever-it-takes, customer-first culture during issue resolution.
• Must have outstanding communication skills both verbal and written that will be used in dealing directly with key customers and all levels of executive staff.
• Ability to work in a highly charged, fast paced and challenging environment and still maintain an effective balance of customer advocacy with HPE Networking's business goals.

#LI-Hybrid

Cloud Architectures, Cross Domain Knowledge, Design Thinking, Development Fundamentals, DevOps, Distributed Computing, Microservices Fluency, Full Stack Development, Security-First Mindset, User Experience (UX)

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.

Unconditional Inclusion

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

Job:

Services

Job Level:

Master

    

    

Hewlett Packard Enterprise is EEO 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.

   

No Fees Notice & Recruitment Fraud Disclaimer

 

It has come to HPE’s attention that there has been an increase in recruitment fraud whereby scammer impersonate HPE or HPE-authorized recruiting agencies and offer fake employment opportunities to candidates.  These scammers often seek to obtain personal information or money from candidates.

 

Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge any candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process.  The credentials of any hiring agency that claims to be working with HPE for recruitment of talent should be verified by candidates and candidates shall be solely responsible to conduct such verification. Any candidate/individual who relies on the erroneous representations made by fraudulent employment agencies does so at their own risk, and HPE disclaims liability for any damages or claims that may result from any such communication.