Regional Incident Manager

Description -

At HP, we believe in the power of ideas. We use ideas to put technology to work for everyone. We work across borders and without limits. Global virtual teams share resources and pool their big ideas to solve business issues and meet personal goals. Everyone is valued for the unique skills, experiences, and perspective they bring. That is how we work at HP. Moreover, this is how ideas and people grow.

Key Responsibilities

As part of this role, you will:

• Monitor Channel Systems performance
• Identify and escalate incidents encountered in CSDP, GCSN, SAP-P01 & other tools used by Channel Ops and Channel Partners
• Follow up on the EMEA IM tickets until final resolution
• Ask for root cause analysis and action plans to prevent same incidents from reoccurring
• Act as linkage between Channel Partners/SPMs/r-SPMs/CSMs/PSMs/ Channel Ops and Tools or IT teams
• Propose workarounds to Channel Partners and Channel Ops in order to ensure business continuity
• Keep all key stakeholders informed on the status of the EMEA IM tickets and the impact on the business; critical incidents are out of scope for regional Incident Mgr
• Align with Tools team/WW teams related to Incident Mgmt.
• Follow official guidelines and perform deployment actions within its scope and responsibilities
• Address on-time gaps/issues/deviations related to/caused by new platform deployment
• Remove roadblocks by finding solutions/workarounds to issues resulting from new platform deficiencies and gaps
• Ensure knowledge transfer and prepare backups
• Provide support to MOC leads to ensure smooth deployment
• Keep close relationship with countries to gather feedback and anticipate escalations
• Continue best practices and share ideas on improvements with other CS Channel Theaters
• Ramp up with R2 closer to the deployment
• Provide assistance and guidance on low/medium incidents to GCSN /CSDP Super Users
• Keep records of incidents for IT-Assets & Global Weekly Dashboard

       

JOB REQUIREMENTS:

(Knowledge, skills, experience)

• Be expert in Channel frontend/backend tools, systems and processes
• Works freely with databases and creates queries to extract data needed to evaluate system changes and stakeholders needs
• Provides quality control, testing and quality assurance for his/her deliverables
• Provides support (within her job scope and if applicable) for the provided solution or ongoing development per business environment changes
• Collaborates closely with business-process owners, stakeholders, and peers to define the requirements for improvement suggestions
• Drives the implementation of agreed actions, changes and performs their communication to the respective audience
• Participates in and contributes to quality improvement projects to support operational excellence and cost efficiency
• Delivers training to end users, peers within the area of expertise
• Supports team internal initiatives that enable and optimize the operation of the team

COMPETENCIES:

(Behavior, attitude, capabilities)

• Applies growth mindset while working on workarounds and permanent solutions
• Cooperates with peers in virtual environment
• Respects cultural differences

At HP, the future is yours to create! What are you waiting for? Apply Now!

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.

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Job -

Services

Schedule -

Full time

Shift -

Standard Shift (Bulgaria)

Travel -

Relocation -

Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement