Technical Escalation Manager (f/m/d) This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2-3 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 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. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE. Job Description: Escalation Management, part of the Global Escalation Management (GEM) organization within HPE Operations Services Delivery Experience, manages complex, difficult or unexpected post-sales situations with significant business risk where standard service, support or repair processes are unable to deliver a satisfactory solution to a technical problem in an acceptable time frame. The team's processes and tools are global, providing the customer with consistent execution anywhere in the world. The delivery is local, providing an integrated and personalized service within easy reach of the customer and Account Teams. Escalation Management enables HPE to efficiently handle exceptional situations through leadership, effective resource & stakeholder management, collaboration, and clear concise communication. The holder of this position will be part of the DACH Escalation Team and work primarily with German customers in German language and a focus on technical solutions. Further information can be found on https://hpe.sharepoint.com/teams/em-emea The Technical Escalation Manager (TEM) is the key to a successful escalation solution. This individual brings together all the elements needed to ensure the escalation or issue at hand is resolved in a manner which is both efficient and concludes in an outcome which suits the business needs of the customer and HPE. The TEM is responsible for the overall management of an escalation and owns the overall action plan, the management level communication and drives decision making processes both internally and externally. Engagements start with a Manager Review and the mutual agreement of problem statement and closure criteria and ends with facilitating and leading the Post Escalation Review (PER). The TEM takes an active part in gathering of trend data and post escalation reviews which are fed into the 'Problem Resolution' and "Closed Loop Corrective Action" management processes within GEM and the larger HPE. The TEM is an active member of a global Escalation Manager community and contributes to develop, share and maintain "best in class" practices within the community. This includes all GEM and other HPE Services Escalation Management functions, especially Outage Management and Critical Incident Management. The TEM will closely collaborate and network with all involved HPE organizations, especially SXD Germany, GTM Germany, Global Support, CSC and ERT. The TEM role offers to gain deep insight and understanding across HPE products and services together with an organizational and personal network across HPE organizations from Global Engineering over Sales and Category to Global Support and Field Delivery. We work in a pivotal role between global and local organizations and between client management and technical problem resolution, and our topics range from critical device failures over general product issues to complex IT infrastructure solutions. As we manage the exceptional, the ability to act efficiently and reasonably within and beyond established processes is key, and that ability is a valuable skill for any further career path. In this role as Technical Escalation Manager you: Enable Services Experience Delivery and Global Support to handle the exceptional situation: analyze the situation, identify, agree and achieve solutions for HPE and the customer beyond standard processes Form and lead the Escalation Team for which they are in the role of Escalation Manager Own all aspects of the escalation for which they are in the role of Escalation Manager Create, advise on and direct development and execution of the overall Action Plan Drive internal and external management communication and decision making Ensure Action Plans are realistic, achievable and are agreed to by all stakeholders including the customer Set expectations and negotiate expected outcomes, both internal to HPE and with customers Anticipate problems that are not clearly defined and have critical response times. Escalate any issues or roadblocks to appropriate levels of HPE Management for resolution Ensure case documentation is complete and kept up to date Work closely with Account Teams and Account Delivery Teams Work closely with Global Support Engineers and Managers Work closely with the other Escalation Management teams Bring back learnings into the GEM community to establish and maintain best practices Provide input to Problem Management/CLCA and Account Team for general and customer specific improvement opportunities If you are… Good at partnering, innovating, and making things happen? Good start, you are aligned to our core values If you have these Skills, Expertise, Attitude and Education… Bachelor's or Master's (graduate) degree or equivalent experience in a technical or business discipline At least 3 years’ experience in managing customer account support or providing reactive support to external customers directly, or providing IT Operations At least some Project Management and/or IT Service management experience Broad general infrastructure technology understanding across platforms Excellent analytical problem-solving skills Comprehensive technical, functional or business knowledge Services, Project Management, Consulting or Engineering background Demonstrated leadership skills, internally and customer facing, necessary to manage an escalation effectively Excellent communication and presentation skills on all levels both internally and customer facing Good negotiating skills and the ability to identify and agree on desirable outcomes with customers and HPE management Ability to work with and lead international cross-functional diverse teams In-depth knowledge of HPE company organization and processes, especially in HPE Services delivery for their German customers a plus Sound judgment and can-do approach Ability to take on unclear situations, analyze them and scope a potential GEM engagement together with their management Willingness to continuously explore and learn with regards to technologies, products and processes Very good language skills in German and English, written and verbally 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 We offer: Competitive salary and extensive benefits package (pension scheme, insurances, company car depending on the role, bike and car leasing, and other fringe benefits) Work-life balance (flexible working time and hybrid workplace model, 30 vacation days, four HPE Wellness-Fridays, up to six months paid parental leave) Support for education, training, and career development Diverse and dynamic work environment Part-time work or job-sharing is also applicable to this position. HPE is: Ranked in the Top 3 in the Women's Career Index Germany in 2024 for the eleventh time Named Gold Champion in Pride Index Germany in 2023 Ranked 9th on Fortune’s 2023 list of Best Workplaces in Technology Ranked 5th on Newsweek’s list of America’s Most Responsible Companies 2024 Named a Best Place to Work for Disability Inclusion for the eighth year in row Recognized as one of the Best Companies for Multicultural Women by Seramount in 2023 Additional Skills: 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, Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity, Personal Initiative { 7 more} What We Can Offer You: 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. Let's Stay Connected: Follow HPECareers on Instagram to see the latest on people, culture and tech at HPE. germany operations Job: Services Job Level: Expert 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. Please click here: Equal Employment Opportunity. 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.