Customer Incident Management

Global Remote Delivery Bangalore Hiring for

We currently have an opening for CIMR engineer in Global Remote Delivery India hub.

Position:

About the Role

CIMR Engineer plays a critical role in delivering world-class customer experience through end-to-end incident management and resolution. This role ensures seamless collaboration across Global Remote Delivery, Supply Chain, and Field teams to resolve complex, off-track customer cases efficiently and restore customer confidence in HPE products and services.

Key Responsibilities:

• Own and drive end-to-end resolution for reported off-track or escalated customer cases.
• Act as the primary point of contact for internal stakeholders and proactive monitoring systems.
• Coordinate cross-functional efforts involving Delivery, Supply Chain, and Field teams to achieve swift resolution.
• Conduct regular status updates and communication with stakeholders until closure.
• Document root cause analysis, lessons learned.
• Create post-incident reviews (PIRs) when requested.
• Participate in 24x7 operations ensuring incident continuity and smooth handoffs during shift transitions.
• Identify recurring issues, drive root cause analysis, and recommend systemic improvements.
• Support customer trust recovery by providing proactive outreach and experience restoration.
• Lead bridge calls for high-impact incidents, document key takeaways, assign actions, and track to closure.

Qualifications and Experience:

• Bachelor’s degree in technical field (Engineering, IT, or equivalent).
• Minimum 12 months tenure in current role and grade ENT or above.
• Strong understanding of HPE’s Product and Services portfolio and the Global Remote Delivery ecosystem.
• Proven track record in customer escalation handling, incident resolution, and service recovery.
• Solid knowledge of ITIL processes and incident/problem management methodologies.
• Experience working with cross-functional teams within HPE.
• Proficiency in PowerPoint and Excel for reporting and presentation will be an added advantage.
• Creative problem-solving mindset with the ability to balance process discipline and agility.
• Awareness of data-driven decision-making using AI or analytics platforms.
• Familiarity with proactive customer experience systems and escalation frameworks.

Key Skills:

• Strong written and verbal communication with executive presence.
• Superior customer service acumen and empathy.
• Analytical and structured approach to problem resolution.
• Collaborative mindset with a goal-driven attitude.
• Ability to manage multiple priorities effectively under pressure.

Additional Information:

• Must be willing to work across global shifts and time zones.

  le & responsibilities