Operations Support Specialist
Hewlett Packard Enterprise
Heredia, Heredia
hace 19 horas

At Hewlett Packard Enterprise, we bring together the brightest minds to create breakthrough technology solutions that advance the way people live and work.

What sets us apart? Our people and our relentless dedication to helping our customers make their mark on the world.

We are a team of doers, dreamers and visionaries; inspired by our purpose and driven by our strategy. We live by our three values : partner, innovate and act.

Our legacy inspires us as we forge ahead, always pushing to discover what’s next. Every day is a new opportunity to advance and grow ourselves, our company and the industry.

Some people call it an obsession, we call it a way of life.

What you need to know about the job

Hewlett Packard Enterprise advances the way people live and work. We bring together the brightest minds to create breakthrough technology solutions, helping our customers make their mark on the world.

Our new innovative IT services organization is HPE Pointnext. We have the expertise to advise, integrate, and accelerate our customers’ outcomes from their digital transformation.


Provide operational support to HPC-Cray team including data analysis, process design and documentation, leading POR initiatives and programs, building PPTs with limit input from requester, create and monitor training plans, identify root cause, drive improvements and corrective action plans.

Job Description

Responsible for the overall management of a service segment of significant scope and complexity at the country, region or worldwide level.

Includes but is not limited to development, implementation and governance of product service or solution portfolio lifecycle management, revenue growth programs through the appropriate routes to market.

Includes but is not limited to achieving revenue, profit and / or TCE goals for that segment / entity.

Responsibilities :

Leads and develops product support or solution(s) planning over entire lifecycle, including conformance to pricing strategies, end-to-end service delivery and sales readiness and associated processes.

Represents services on product or solution core teams and provides service requirements into product development stages / phases, e.

g., Product warranty support and cost analysis, and Service Product Marketing content / collateral.

Performs business analysis, identifies root cause, and develops recommendations / solutions to drive business improvements.

Collaborates with regions / WW regarding service and support planning, implementation and performance.

Responsible for revenue and margin contribution of one solution or related set of services.

Utilizes understanding of customer business requirements to develop business case, validate the solution, and demonstrate services added value.

Leads key business initiatives in support of operational or financial improvement .

May lead or support the following deliverables :

Tool representatives and support (i.e. PSA, Salesforce, Click Mobile / Scheduling); Gathers business requirements

Build training plans, monitor and report progress

Apply advanced subject matter knowledge to solve complex business issues and engage appropriate resources

Drive / support selected Plan of Record initiatives

Drive case closure including part consumption and task completion

Backlog reporting and continuous improvement

Create and provide Customer program reports / dashboards

Drive PPMD / PPMC improvements (i.e., analyzing trends, key drivers and identify / drive corrective actions)

Identify tool requirements and acquire as needed (i.e. hand tools, phones, PCs, diagnostic kits, etc.)

Executive communications (i.e. presentations, announcements, newsletters, etc.); Adheres to HPE branding

Prepare and facilitate monthly / quarterly management reviews

Lead and facilitate meetings to drive process improvements, create new processes and associated documentation (i.e., SOP, flow charts, RASCIs, workflows, templates, etc.); Post in repository

Participate in cross-Geo initiatives

Manages internal projects

Setup and maintain PDLs, SharePoints, team newsletters, etc.

ONELead Advocate

Case management support

Setup, facilitate meetings and provide meeting notes to attendees

Setup team PDLs

Perform deep dives into data to identify issues

May participate in Kaizens or other quality sessions to drive improvements, efficiencies, etc.

Education and Experience Required :

Typically 5+ years to establish proven track record in directly related business.

Typically first level university degree or equivalent work experience; advanced degree is a plus .

Knowledge and Skills :

Moderate knowledge of IT and services industry knowledge of the company's organization, policies, services offerings, end to end processes, tools, and routes to market.

General technical understanding of products.

Problem detection and analysis of root cause.

Leads teams to achieve results.

Proficiency with desktop applications and familiarity with financial reporting tools.

Moderate level of planning, project management and change management skills.

Good communication skills.

Influence within same team and level.

What we can offer you :

At HPE, we deliver equal opportunities, flexible work-life balance and constantly evolving career growth as well as competitive benefits, salary and shared values and purpose.

HPE is an equal opportunity employer minority, female, veterans, individuals with disabilities, LGBTQIA+ and affirmative action.

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 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.


HPE is an equal opportunity employer / Female / Minority / Individual with Disabilities / Protected Veteran Status

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