Managed Collaboration Services Monitoring & Support Engineer

Job Summary:

• This role is responsible for developing support strategies for product families and facilitating the implementation of product, service or solution portfolio lifecycle management. The role collaborates with regional and global teams on service planning and execution, fosters cross-functional collaboration, and acts as a liaison between business units and sales. The role contributes proactively to projects through research and data analysis to ensure project success and customer satisfaction. The role also establishes and monitors product service metrics, identifying gaps and recommending corrective measures in a timely manner. The resource will be responsible for Managed Collaboration Services for HP. The person needs to monitor rooms for HP in the region about the availability and technical support. He/She will need to coordinate with local teams to fix issues as identified during support hours.

Main Responsibilities:

Manage Rooms & Provide support for HP worldwide as part of monitoring services.

• Crafts support strategies for product families, ensuring adherence to established protocols and methodologies.
• Acts as the representative of services within product core teams, ensuring the integration of service requisites into the product development process.
• Establishes targets for product service metrics, monitors the performance of product support operations, and discerns instances necessitating corrective measures.
• Engages in cooperative efforts with regional and global teams concerning the planning, execution, and evaluation of service and support initiatives.
• Executes comprehensive project plans, ensuring successful outcomes and adherence to established timelines.
• Develops and enhances customer relationships, contributing to revenue growth and overall client satisfaction.
• Collaborates closely with cross-functional teams to minimize potential disruptions to service delivery, ensuring seamless operations.
• Acts as a liaison between business units and sales, ensuring alignment and successful business outcomes through effective communication.
• Applies foundational principles and contributes proactively to projects through research and data analysis support, providing regular updates on accomplishments and impediments.
• Supports priority projects with direction, maintaining relationships with internal stakeholders and sharing information via standardized reports.

Education (degree) and professional experience required:

• Bachelor Degree in any discipline or commensurate work experience or demonstrated competence.
• Typically has 0-2 years of work experience, preferably in service business management, delivery, solution architecting, business planning, or a related field.
• Fluency in English (both written and verbal)
• Fluency in Spanish or French could be an asset

Personal skills and qualities: ​

• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Technical skills (procedures and documents the employee has to be acquainted with):

• Agile Methodology
• Analytics
• Business Development
• Business Strategies
• Business To Business
• Customer Relationship Management
• Data Analysis
• Key Performance Indicators (KPIs)
• New Product Development
• Product Management
• Project Management
• Thought Leadership
• Value Propositions

We’re looking for visionaries who are ready to make an impact on the way the world works. At HP, the future’s yours to create!

This is to inform you that HP Inc. Bulgaria EOOD (“HP”) is personal data controller. Some of the information that you provide voluntarily is personal data and falls under the protection regime under the General Data Protection Regulation and the Bulgarian Personal Data Protection Act. The personal data provided by you will be processed for the purposes of the selection process as well as in respect of any future contract of employment between you and HP. HP takes the responsibility to handle, use and store your personal data, ensuring its protection and confidentiality.