Provide technology consulting to external customers and internal project teams. Responsible for providing technical support and/or leadership in the creation and delivery of technology solutions designed to meet customers business needs and, consequently, for understanding customers businesses. As trusted advisor create and maintain effective customer relationships so as to insure customer satisfaction. Maintain knowledge of leading edge technologies and industry/market domain knowledge. Actively contribute to the company s solutions portfolio by providing information ranging from technical knowledge to methodologies based on experience gained from customer projects. Shape technical direction and technical strategies within the organization and for external customers. Accountable for consistent and significant chargeability levels (or expense relief for internal project teams) and for assisting in meeting or exceeding revenue and customer satisfaction goals. Contribute to organization s profitability by generating and cultivating new business opportunities and by providing technical support for deal proposal development.
Management Level Definition:
Contributions include applying developed subject matter expertise to solve common and sometimes complex technical problems and recommending alternatives where necessary. Might act as project lead and provide assistance to lower level professionals. Exercises independent judgment and consults with others to determine best method for accomplishing work and achieving objectives.
What You Will Do: -
- Act as the single point of contact for all post-sales service needs for assigned customers.
- Align closely with account teams on service delivery and sales.
- Manage support cases to closure within SLA timelines; escalate critical issues proactively.
- Facilitate collaboration across teams to resolve high-impact technical problems.
- Serve as a bridge between the customer and Professional, Advanced, and Education Services .
- Engage in major projects for risk management, service planning, and expectation setting.
- Conduct periodic service reviews with customers on SLAs, metrics, and quality.
- Establish and lead operational reporting frameworks (preferably ITIL-based).
- Review open software defects and deployment risks; co-develop mitigation plans.
- Deliver proactive consulting : health checks, config reviews, upgrade analysis, etc.
- Recommend improvements in network design, topology, and configuration .
- Evaluate network change plans and assist in new feature/product deployments .
- Collaborate with engineering to resolve product quality issues.
- Document customer network solutions and educate internal teams for better support.
What You Need to Bring : -
- Strong foundation in IP networking : TCP/IP, QoS, VLAN, STP, IPSEC, NAT, IPv6.
- Solid expertise in L2/L3 protocols : VRRP, OSPF, BGP, Multicast, MPLS VPN.
- Exposure to modern technologies: Segment Routing, VxLAN, EVPN, SD-WAN, DC Switching .
- Experience in large enterprise or service provider environments .
- Familiarity with ITIL framework and a mindset for automation is a plus.
- Excellent communication and interpersonal skills customer-facing experience is essential.
- Preferred certifications: JNCIS / JNCIP / JNCIE or industry equivalents.
- Bachelor s degree in Engineering or Computer Science ; MBA is a bonus.
- Minimum 5 + years in designing, implementing, and troubleshooting complex networks.
- Ability to operate independently and manage priorities in unstructured environments .
- Alignment with HPE s core values : Be Bold, Build Trust, Deliver Excellence.
Accountability, Accountability, Active Learning, Active Listening, Bias, Business Growth, Client Expectations Management, Coaching, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Centric Solutions, Customer Relationship Management (CRM), Design Thinking, Empathy, Follow-Through, Growth Mindset, Information Technology (IT) Infrastructure, Infrastructure as a Service (IaaS), Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity, Process Improvements, Product Services, Relationship Building {+ 5 more}
