* The two main aspect of the role would be to represent HPE Networking customer service to the customer and as representative of the customer back to Juniper.* Act as a single point of contact for post-sales customer service issues in the account for the customer, partners, and account team. Understand customer lifecycle to deliver efficiency and effectiveness to the customer.* Support the account/customer with alignment to services sales and product sales activities.* Tracking and managing the deliverables of HPE Networking Foundation care, Advanced Care, Premium Care.* Help support cases resolved as per SLAs and expedite/escalate critical issues among HPE Networking technical support teams. Provide relevant technical inputs to facilitate and expedite escalated problem resolution.* Proactively escalates and brings people with required expertise together to bring critical and important issues to closure.* Act as an interlock between Customer and HPE Networking Professional Services,



Advanced Services and Education Services for the services to be delivered to the customer.* Coordinate and oversee all customer service delivery into the account. This includes maintenance of the support plan for the account, in cooperation with the Service Business Manager (SBM).* Early engagement regarding major projects to consider service requirements, risk management, and expectation setting with the account team, partners, and customer.* Conduct Periodic reviews with customer to review Juniper service delivery metrics, SLA and quality.* Establish a customer specific operational status and reporting framework (using ITIL), and lead in the delivery and presentation of status reports.* Uses professional knowledge to review and assess open software defects. Discovers potential risks associated with the deployment plans and partner with the customer to develop mitigation plans.* Delivers proactive consulting services such as technical analysis and recommendations (Impact assessment and

📌 Sr. Technical Service Advisor (Bogotá)
🏢 Hewlett Packard Enterprise
📍 Bogotá