TAC Manager

TAC Manager

This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2 days per week from an HPE office.

Who We Are:

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work.

We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. 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.

If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

Job Description:

The TAC Manager will lead a highly skilled team of Technical Support Engineers responsible for delivering world-class, 24x7x365 technical support and resolution for enterprise customers using HPE Networking hardware, software, and cloud solutions.

This role drives case management strategy, oversees high-impact escalations, mentors technical talent, and partners with Sales, Product Management, and R&D Engineering to resolve complex product issues and support strategic customer accounts.

Key Responsibilities

1.

Operations and Case Management

SLA and queue oversight: Monitor inbound case queues to ensure global performance metrics, including Mean Time to Resolution (MTTR) and Initial Response Time (IRT), are consistently met.

Critical incident escalations: Serve as the incident commander for Sev-1 or critical network outages, coordinating cross-functional teams and leading executive-facing update bridges.

Customer advocacy: Lead bug review sessions and audit case documentation to ensure comprehensive root cause analysis (RCA) is completed for enterprise customer accounts.

2.

Team Leadership and Talent Development

Performance management: Lead a team of L1 to L3 technical support engineers by setting clear KPIs, defining delivery expectations, and conducting regular performance reviews.


* Technical enablement: Identify product knowledge gaps and drive continuous learning and certification paths, such as ACSP, ACSX, or ClearPass certifications, across the support organization.

3.

Cross-Functional Engineering Collaboration

R&D liaison: Collaborate closely with L3 Engineering and Product Management to prioritize, track, and resolve critical software defects and hardware RMA issues.

Product readiness: Participate in feature readiness reviews and beta programs for upcoming product releases and rollouts.

Education and Experience

Education: Bachelor’s degree in Computer Science, Network Engineering, Information Technology, or equivalent practical experience.


* Experience:
+ 6+ years of progressive experience in enterprise networking support environments (TAC or M...