Lead Engineer - Managed Services and Professional Services

Lead Engineer - Managed Services and Professional Services

This role has been designed as ‘’Onsite’ with an expectation that you will primarily work from an HPE office.

Job Description:

HPE Networking is at the forefront of Network as a Service and next-generation Professional Services. We are building Networks for AI and AI for Networking.

In this role, you will extend HPE's lead in this fast-growing, large market. You set the industry benchmark for achieving Business and IT Outcomes through outstanding customer relationships, impeccable technical delivery, and industry-leading service value realization. The key purpose of this role is to be a technical leader and subject matter expert (SME), performing network design, leading implementations, and resolving technical escalations for major/complex incidents. In addition to performing Professional Services and Managed Services tasks, you will coach other engineers. You will help develop a new delivery center working with established teams in India, Colombia, Costa Rica, and the United States.

Job Family Definition:

Customer Solution Centers are made up of teams that provide remote (off-site) service. Technical teams' focus is to solve various  WLAN, LAN/DC Switching, Routing, Security, NAC, SD-WAN, and other networking solutions that achieve our customers’ desired business outcomes.

Responsibilities:

• Ability to lead large, cross-divisional teams or projects. Ability to act as a mentor, guide, and leader to other employees.
• Ability to recommend, develop, and participate in developing strategy.
• Successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end user contacts and proactive notification systems.
• Proactively assist global peers to avoid or reduce problem occurrence.
• Ability to act independently, as part of a team, or as a team leader and exercise independent judgment.
• Ability to articulate clearly, recommend, and explain resolutions to external customers/clients.
• Understand, utilize, and share knowledge of ITIL.
• Manages their schedule to deliver multiple projects concurrently when needed.
• Understands that delivery involves maintenance windows for production environments and requires the schedule flexibility to sometimes work nights, weekends, or holidays.
• Travels occasionally (up to 50%) to perform requirements gatherings, workshops, knowledge transfer sessions, and on-site implementation work when needed.
• Represent the company in a face-to-face customer location visit, industry conference/trade show, vendor meeting, etc.
• Reasonable expertise on many of the following will be prerequisites for success: Wireless LAN, Data Center Switching, Campus and Branch Switching and Routing, SD-WAN, VLAN, MPLS, TCP-IP, IPv4, IPv6, OSPF, BGP, VPN, EVPN, IP Fabrics, Multicast, NAT, CG-NAT, IPSEC, SSL, MAC-Sec, UTM, IDP, encryption technologies, traffic engineering, QoS, and VxLAN.

Education and Experience Required:

• Advanced University degree: post-graduate degree (i.e., Master of Arts/Science, MBA, etc.). Typically 1-2 year completion beyond first level University degree. or equivalent experience.
• 7+ years experience in relevant technologies and customer environments.
• Relevant industry qualification where applicable.

Knowledge and Skills:

• Excellent verbal and written English and Spanish communication skills. Additional technical communication skills in Portuguese are highly desired.
• Advanced network design skills related to HPE Networking products and technologies (including both legacy Aruba and Juniper products).
• Document and summarize research, findings, and action plans suitable for use in automated systems. Prior experience deploying Agentic AI preferred.
• Advanced troubleshooting skills in a technical environment.
• Excellent analytical and problem-solving skills.
• Advanced networking troubleshooting skills.
• Specific knowledge and training with the Aruba and Juniper products. Knowledge of Cisco Systems or other similar vendor products desired.
• Superior customer service skills.
• Phone and remote support experience. E-support experience, knowledge and resolution ability.
• Ability to solve and document solutions for usage by other technicians and customers.
• Ability to train peers and new agents on job-related material.
• Ability to take full ownership for resolution with escalated customers.
• Ability to initiate and lead technical action plans.
• Lead or provide expertise to cross-functional teams or projects.
• Exceptional depth of knowledge on one or more highly complex solutions.

Accountability, Accountability, Action Planning, Active Learning, Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Customer Solutions, Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity {+ 5 more}

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.

#mexico

#networking

Job:

Services

Job Level:

Master

    

    

In accordance with applicable Mexican laws and our commitment to non-discrimination, HPE strictly prohibits requiring medical certificates related to pregnancy status or HIV as conditions for employment, continued service, or promotion.

Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.

   

No Fees Notice & Recruitment Fraud Disclaimer

 

It has come to HPE’s attention that there has been an increase in recruitment fraud whereby scammer impersonate HPE or HPE-authorized recruiting agencies and offer fake employment opportunities to candidates.  These scammers often seek to obtain personal information or money from candidates.

 

Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge any candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process.  The credentials of any hiring agency that claims to be working with HPE for recruitment of talent should be verified by candidates and candidates shall be solely responsible to conduct such verification. Any candidate/individual who relies on the erroneous representations made by fraudulent employment agencies does so at their own risk, and HPE disclaims liability for any damages or claims that may result from any such communication.