Networking Supervisor
Learning does not only happen through training. Relationships are among the most powerful ways for people to learn and grow, and this is part of our HPE culture. In addition to working alongside talented colleagues, you will have many opportunities to learn through coaching and stretch assignment opportunities. You’ll be guided by feedback and support to accelerate your learning and maximize your knowledge. We also have a “reverse mentoring” program which allows us to share our knowledge and strengths across our multi-generation workforce.
Our Hybrid IT combines the portfolio of Enterprise Servers, Storage, Networking and Technology Services to solve the complexities of the extended enterprise and deliver advanced solutions and services to our global, commercial and public sector and SMB customers throughout the regions.
Designs, develops, troubleshoots and debugs software programs for software enhancements and new products. Develops software including operating systems, compilers, routers, networks, utilities, databases and Internet-related tools. Determines hardware compatibility and/or influences hardware design.
Business environment
Our CSC (Customer Solution Center) Tunisia HUB is an Offshore Operations of more than 300 people focused on a large variety of activities spanning from Technical Break-Fix Support, Reactive & Proactive Support for HPE solutions and products, Customer Engagement Management, Accounts delivery Management & Service Design as well supporting the development of new technical service capabilities.
Job Scope & Mission
As Tunis CSC Networking Support Operations Supervisor, you will be in charge to manage Aruba/Networking technical Support operations with the primary objective to ensure the delivery of high Quality of Support Services at an effective Cost level in order to support CSC Business through an enhanced Customer Experience (Satisfaction & Loyalty) and the generation of Services Growth.
Your primary mission will be to drive Customer Satisfaction and day-to-day operations in parallel to Employee engagement allowing to achieve a differentiated Customer Experience with targeted Efficiency Gain through a robust Quality Management, a solid Operational Excellence and the development of key Talents within the organization.
This will require an aligned & active relationship with all Organizations in HPE Pointnext Services which provide Support Services such as GFD, Field Delivery, Supply Chain, Global Teams, RTCC and ERT in order to ensure the most effective added-Value in the E2E GFD Delivery Chain at Geo level.
Main Responsibilities
- People Management of a team consisting of HPE and Contingent Workers, delivering Remote Technical support in different languages : French, English, Italian, Spanish & Opportunistically in Arabic
This includes all people management related activities – Operational orchestration, Escalations Management, Backlog & KPIs Management, resources assignment, Sourcing, Hiring, Training, Onboarding, People, Skills & Talent Development, Performance Management, People Engagement, VOW Action Plan Management, NSI/NPI readiness.
- Foster an open, engaging & proactive collaboration style within the teams and across the stakeholder community (Internal CSC, Country GFD, Sales … )
- Accountable for ensuring and enabling Operational Excellence (Customer Satisfaction, Operational KPI’s) for the supervised business/es
- Manage & drive operational & customer satisfaction performance, Corrective Action Management to meet the operational indicators and business objectives
- Enable an efficient & effective operational setup that enables to deliver consistent performance at a high level across all Delivery Motions with ensuring the right cost.
This includes effective Workforce Management & Capacity Forecasting & Planning/Scheduling, optimized Operational Structure & Role Management and Quality Management to meet the business expectations.
- Manage & ensure Process Compliance. Drive Process standardization, integration, simplification for Remote Resolution & all other Delivery Motions in cooperation with the respective stakeholders & counterparts.
- For the defined scope, drive effective operational change Management that enables consistent performance & effective operational change deployment (Process, Instructions, Tools)
- Active participation in Change & Transformation Programs that span across the organization and all Delivery Motions (Remote, CSR, Onsite, SC). This can be process, tool or technology related.
- Participate in driving the Strategic development of the Technical Support Capability (Long-term Planning & Scalability, Skills, Operational & Process Infrastructure, Operation & Cost Evolution)
Qualifications
- Bachelor’s or Master’s degree in Engineering, Operations Management, Business or related discipline
- Strong Experience in Aruba/Networking Support Business
- Customer Facing flavor or developed experience
- Ability to prepare and to deliver High-Quality Presentations
- Solution Oriented mindset
- Experience in leading a team.
- Strong process engineering & quality, process improvement and training
- Proactive/Premier OS/Value business background, In an “as-a-service” experience is welcome.
- Strong understanding of customer satisfaction survey methods.
- 6+ years’ experience with service and support operations, preferably Aruba/Networking
- Ability to work with and understand a complex ecosystem of organizations and functions — leveraging the strength of a cross-functional, matrix organization, proactive, Can-Do Attitude
- Excellent communication, negotiation and influencing skills – ability to target communication to different levels, ability to negotiate internally/externally, ability to influence different stakeholder communities across functions
- Self-starter with ability to work under-pressure, with a minimum of direct supervision or guidance from others.
- Ability to work enthusiastically, with high energy and self-motivation to deliver on commitments, drive decisions and achieve results. High-Level of resiliency.
- Interpersonal & cultural sensitivity and responsiveness to customers/internal stakeholders
- Ability to articulate, communicate and influence both HPE internal partners as well as external parties.
- Fluency in English, French – both written and verbal
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HPE is an equal opportunity employer/Female/Minority/Individual with Disabilities/Protected Veteran Status