Technical Support Manager

Technical Support Manager This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2 days per week from an HPE office. Who We Are: Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work.

We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next.

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. If you are looking to stretch and grow your career our culture will embrace you.

Open up opportunities with HPE

Aruba is an HPE Company, and a leading provider of next-generation network access solutions for the mobile enterprise. Helping some of the largest companies in the world modernize their networks to meet the demands of a digital future, Aruba is redefining the “Intelligent Edge” – and creating new customer experiences across intelligent spaces and digital workspaces.

Join us redefine what’s next for you. Job Family Definition The job family spans multiple engineering disciplines. Work consists of designing, developing, analyzing, troubleshooting, and debugging systems, software, and solutions for research, development, and delivery of products, services, and solutions within HPE's portfolio.

Requires broad knowledge and application of engineering principles, methodologies, and tools. Job Family Definition – Management Directs and manages a diverse team of technical support and engineering professionals responsible for delivering world-class technical support for Aruba enterprise networking solutions.

Responsible for defining operational strategy, driving technical excellence, developing talent, and ensuring customer success while collaborating across global engineering and product organizations. Management Level Definition Manages a team of highly skilled technical professionals responsible for Aruba Switching Technical Assistance Center (TAC) operations.

Provides leadership, coaching, and technical direction while driving operational excellence, customer satisfaction, and continuous improvement. Responsible for resource planning, performance management, escalations, and cross-functional collaboration.

What You'll Do The Aruba Switching TAC Manager will lead a team of L1/L2 Switching Engineers responsible for delivering technical support for Aruba enterprise switching products. The manager will oversee technical escalations, operational metrics, customer satisfaction, team development, and process improvements while partnering with Engineering, Product Management, Quality, and Global Support organizations.

Leadership & Team Management Lead, mentor, and develop a team of Aruba Switching TAC engineers. Drive team performance through coaching, technical mentoring, and regular feedback. Manage hiring, onboarding, career development, and succession planning.

Conduct performance reviews and establish development plans. Foster a culture of accountability, collaboration, and continuous learning. Customer & Escalation Management Own customer escalations for high-priority and business-critical cases.

Ensure timely resolution of customer issues while maintaining SLA commitments. Serve as an escalation point for complex technical problems. Drive executive communications for critical customer situations. Partner with Global Account Teams and Customer Success organizations to improve customer experience.

What you need to bring: Technical Leadership – Aruba Switching Provide technical guidance across Aruba enterprise switching platforms, including: Supported Products Aruba CX Series (6200, 6300, 6400, 8100, 8320, 8360, 8400) Aruba AOS-S Switches (2530, 2540, 2930F/M) Aruba Central – Switching VSF & VSX Technologies Technical Expertise Layer 2 Technologies VLANs Trunking STP/RSTP/MSTP Port Security Link Aggregation Layer 3 Technologies Static Routing OSPF VRRP ACLs Multicast Fundamentals Hardware & Platform Technologies PoE Interface Diagnostics Transceivers Switch Hardware Architecture System Operations Software Upgrades Configuration Management Log Analysis Performance Monitoring Operational Excellence Drive support quality, efficiency, and operational excellence.

Improve First Contact Resolution (FCR) and reduce case aging. Monitor support KPIs and define improvement initiatives. Review case quality and ensure adherence to HPE support standards. Lead root cause analysis for recurring customer issues.

Collaborate with Product Engineering to improve product quality. Knowledge Management & Process Improvement Drive knowledge management initiatives. Improve support documentation and troubleshooting runbooks. Lead technical readiness and enablement programs.

Promote automation and operational efficiencies. Ensure compliance with HPE support processes and quality standards. Cross-Functional Collaboration Partner with Product Engineering on defect resolution. Work closely with Quality Engineering to improve product stability.

Collaborate with Product Management on customer feedback. Support field teams during major customer escalations. Participate in roadmap discussions and product improvement initiatives. Required Technical Skills Networking Advanced TCP/IP OSI Model IPv4 / IPv6 VLANs STP Routing Multicast QoS Switching Technologies Aruba AOS-CX Aruba AOS-S VSF VSX Aruba Central Operating Systems & Tools Linux Windows SSH Console Access Packet Capture Analysis ServiceNow Internal TAC Tools Leadership Competencies People Management Technical Leadership Customer Escalation Management Stakeholder Management Executive Communication Strategic Decision Making Coaching & Mentoring Conflict Resolution Resource Planning Operational Excellence Education & Experience Bachelor's or Master's degree in Computer Science, Information Technology, Networking, Electronics, or a related discipline. 12+ years of experience in Enterprise Networking, including: Technical Assistance Center (TAC) Network Operations Center (NOC) Enterprise Switching Technical Support Engineering 4+ years of experience leading technical support or engineering teams.

Hands-on experience supporting Aruba enterprise networking solutions is highly preferred. Preferred Certifications Aruba Certified Switching Professional (ACSP) Aruba Certified Design Professional (ACDP) CCNP Enterprise / CCIE Enterprise ITIL Foundation PMP (Preferred) Key Performance Indicators (KPIs) Customer Satisfaction (CSAT) SLA Adherence Escalation Management First Contact Resolution (FCR) Case Quality Score Team Productivity Employee Engagement Knowledge Base Contributions Operational Efficiency Team Development & Retention 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.

Unconditional Inclusion 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.

Let's Stay Connected: Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE. #india #aruba Job: Engineering Job Level: Manager_1 HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need.

Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity . Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.

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