Job Description:

Within HPE, our Operations, Legal and Admin teams work across the business, providing visible accountability and measurable outcomes. With a variety of roles and responsibilities these teams really connect the dots, giving us the essential insights, support and capability to accelerate our transformation to be the world’s edge to cloud company. Join us redefine what’s next for you.

What you’ll do:

RESPONSIBILITIES:

Manage Support Ticket Workflow: Triage, prioritize, and track support tickets raised by frontline business operations (e.g., customer-facing teams), ensuring timely resolution of issues impacting the eCommerce value stream. Liaise with IT Production Support: Partner with IT teams to escalate and resolve technical issues (e.g., application bugs, system downtimes) across the suite of interconnected business applications, minimizing disruptions to the customer experience. Develop Training Programs: Create and deliver training sessions for frontline teams to improve their proficiency with the eCommerce applications, reducing errors and future support ticket volume. Curate Knowledge Content: Build and maintain a knowledge base (e.g., troubleshooting guides, FAQs) to empower frontline operations to self-resolve common issues, decreasing dependency on support escalations. Communicate with Stakeholders: Provide regular updates to business leaders, frontline teams, and IT on ticket statuses, resolution progress, and system health across the value stream, ensuring transparency and alignment. Lead Major Incident Response: Coordinate with IT and business teams during outages or critical incidents (e.g., payment system failures, order processing halts), driving rapid resolution and post-incident analysis to prevent recurrence. Monitor Value Stream Performance: Oversee the operational health of the entire eCommerce value stream, using dashboards or tools to detect patterns in ticket data that signal underlying application or process issues. Drive Process Optimization: Analyze support ticket trends to identify recurring pain points (e.g., integration failures between apps), proposing enhancements or automation to streamline operations and reduce support demand. Facilitate Cross-Application Coordination: Ensure seamless interaction between multiple business applications by bridging communication gaps between support teams and IT for cohesive issue resolution. Conduct Post-Resolution Follow-Ups: Review resolved tickets with frontline teams and stakeholders to confirm fixes meet expectations, gather feedback, and refine support processes to enhance future efficiency.

What you need to bring:

EDUCATION AND EXPERIENCE REQUIRED:

• Bachelor’s degree in Information Technology or a related field.
• 10+ years of experience in business support operations, with a focus on eCommerce or related fields.
• Proven track record of managing support ticket workflows and collaborating with IT teams.

KNOWLEDGE, COMPETENCIES, AND SKILLS:

• Strong understanding of eCommerce platforms and business applications.
• Excellent problem-solving and analytical skills.
• Proficiency in data analysis and interpretation.
• Strong written and oral communication skills.
• Ability to work collaboratively in a dynamic, fast-paced environment.
• Ability to build and manage virtual teams.
• Excellent interpersonal and consensus-building skills.

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.

Job:

Job Level:

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.

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