Account Support Manager - HP - Minsk, (Belarus)

Account Support Manager

HP - Minsk, (Belarus)

Job Description

The Account Support Manager (ASM) serves as the primary HP support contact for Proactive Essentials, Proactive 24, and Critical Service customers. The ASM ensures the service(s) are in continual alignment with the customer’s business and IT goals and are delivered to contractual obligations. The ASM’s roles and responsibilities include, but are not limited to, the following:
o Helps identify and manage the delivery of technical and proactive services for improving availability, managing capacity, planning for change, and addressing security.
o Coordinates additional HP resources when specific skills are needed. These resources then become part of the Customer Support Team.
o Becomes trained on VBD and implements it on all accounts.
o Consolidates inputs and documents the Site Survey.
o Consolidates inputs and develops a mutually-agreed-upon Account Support Plan.
o Conducts Support Planning and Review sessions with the customer, to include a thorough review of the ASP.
o Recommends changes to the customer to improve performance and stability of their IT environment.
o The ASM collaborates with the RSAA on any change recommendations into the customer environment.
o Monitors ongoing operations through HP’s suite of remote tools.
o Transfers knowledge of best practices to the customer and the Customer Support Team.


Qualifications Education and Experience Required:

Bachelor’s degree preferred or Associate degree holder (technical field) with 6- 8years working experience in related fields desired.

Knowledge and Skills Required:

In-depth knowledge of HP and industry standard networked computing environments, operating systems, and applications. Some in-depth knowledge of corporate organization and policies. Thorough knowledge of all relevant HP services, competition, market trends, HP organization, and third parties. Business, technical, or functional knowledge at the mastery level plus administrative or operations knowledge. Anticipate Customer needs, develop proposed solutions, and build consensus. Provide Mission Critical customer recommendations to improve processes. Experienced knowledge of change management process and tools in complex environment. Advanced skills in project management, communication, analysis, and presentation Expertise in area of focus and knowledgeable of future technology directions. Mission Critical and Information Technology Information Library (ITIL)
certifications. 

 

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