Key responsibilities include the following, but are not limited to
The two main aspect of the role would be to represent HPE Networking customer service to the customer and as representative of the customer back to Juniper.
Act as a single point of contact for post-sales customer service issues in the account for the customer, partners, and account team. Understand customer lifecycle to deliver efficiency and effectiveness to the customer.
Support the account/customer with alignment to services sales and product sales activities.
Tracking and managing the deliverables of HPE Networking Foundation care, Advanced Care, Premium Care.
Help support cases resolved as per SLAs and expedite/escalate critical issues among HPE Networking technical support teams. Provide relevant technical inputs to facilitate and expedite escalated problem resolution.
Proactively escalates and brings people with required expertise together to bring critical and important issues to closure.
Act as an interlock between Customer and HPE Networking Professional Services, Advanced Services and Education Services for the services to be delivered to the customer.
Coordinate and oversee all customer service delivery into the account. This includes maintenance of the support plan for the account, in cooperation with the Service Business Manager (SBM).
Early engagement regarding major projects to consider service requirements, risk management, and expectation setting with the account team, partners, and customer.
Conduct Periodic reviews with customer to review Juniper service delivery metrics, SLA and quality.
Establish a customer specific operational status and reporting framework (using ITIL), and lead in the delivery and presentation of status reports.
Uses professional knowledge to review and assess open software defects. Discovers potential risks associated with the deployment plans and partner with the customer to develop mitigation plans.
Delivers proactive consulting services such as technical analysis and recommendations (Impact assessment and analysis, health check analysis, software upgrade analysis, config review, etc…)
Partners with Customers in conducting periodic Juniper product health checks to identify potential product improvement areas. Based on the evaluation makes a relevant recommendation to optimize operational performance with respect to design/topology/configuration.
Reviews and evaluate network plan and assist in the planning of new feature implementation and product deployment. Allies with internal teams to resolve identified risks in software.
Engages with HPE Networking engineering teams to improve potential quality issues with products.
Document and maintain customer network solutions knowledge and educates other internal Juniper resources for a better support experience.
Skill specifications
The candidate is encouraged to have a deep understanding of core IP networking concepts (TCP/IP, QoS, VLAN, STP, IPSEC, NAT, IPv6). Should possess reasonable expertise in Layer2, Layer3 protocols such as VRRP, OSPF, BGP, Multicast, MPLS VPN.
Knowledge and experience of the newest technologies such as Segment Routing, Traffic engineering, DC switching, VxLAN, EVPN, SD-WAN & Wireless is a plus.
Experience working in large enterprises, Network service providers have added advantage.
ITIL Framework process knowledge will be an added advantage.
Experience and desire to work on automation will be valuable in long run.
Amiable communication, interpersonal and social skills will make a difference!
HPE Networking product certifications (HPE Aruba Networking – switching, Campus access, Data Center, HPE Juniper – JNCIA/JNCIS/JNCIP/JNCIE) or industry equivalents are helpful.
Qualification and Experience
We generally prefer candidates with bachelor’s degree in electrical/electronic Engineering, Computer Science or equivalent. A Business degree such as MBA would be an advantage.
8+ years’ experience in designing, implementing, and solving technical problems of the state-of-the-art Datacenter, IP/MPLS- Networks. High exposure to network operations environment. Ability to operate independently, including management of priorities in unstructured environment with good communication skills.
Experience with customer facing roles will prove to be an asset.
HPE Networking is an equal-opportunity employer. We value diversity. We do not discriminate based on race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, disability, or veteran status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform important job functions, and receive other benefits and privileges of employment. Please contact us for more information.
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.
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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.
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