Federal Account Support Manager, UT, TS SCI with polygraph

This role has been designed as ''Onsite' with an expectation that you will primarily work from an HPE partner/customer 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 diverse 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:

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 diverse 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.

Active TS/SCI Security Clearance with specific Poly required

US Citizenship required

Responsibilities:

• Responsible for verifying and implementing the detailed technical design solution to the problem as identified by the Project/Technical Manager.
• Often responsible for providing a detailed technical design for enterprise solutions.
• Is often the Principal Consultant who analyzes and develops enterprise technology solutions.
• Regularly leads in the technical assessment and delivery of specific technical solutions to the customer. Provides a team structure conducive to high performance, and manages the team lifecycle stages.
• Coordinates implementation of new installations, designs, and migrations for technology solutions in one of the following work domains: networks, applications or platforms.
• Provides advanced technical consulting and advice to others on proposal efforts, solution design, system management, tuning and modification of solutions.
• Provides input to the company strategy moving forward.
• Collects and determines data from appropriate sources to assist in determining customer needs and requirements.
• Responds to requests for technical information from customers.
• Develops customer technology solutions using various industry products and technologies.
• Engages in technical problem solving across multiple technologies; often needs to develop new methods to apply to the situation.
• Owns and manages knowledge sharing within a community (e.g. team, practice, or project). Ensures team members support knowledge sharing and re-use requirements of project. Contributes significant knowledge to job family community.
• Proactively encourages membership and contributions of others to professional community and coaches others in area of expertise. Regularly produces internally published material such as knowledge briefs, service delivery kit components and modules, etc. Presents at multi-customer technology conferences.
• Creates and supports sales activities. Manages bids, or major input into the sales lifecycle. Manages activities and provides qualitative and quantitative information for successful sales. Produces comple te proposals for smaller engagements within area of expertise. Actively grows the company portfolio with existing customers through new opportuni ies and change management.

Experience Required:

Active TS/SCI Security Clearance with specific poly required

US Citizenship required

• Has sufficient depth and breadth of technical knowledge to design and scope multiple deliverables across a number of technologies.
• Has demonstrated innovation and communication of new deliverables and offerings.
• Has led the team in the delivery of multiple deliverables across multiple technologies.
• Ability to develop solutions that enhance the availability, performance, maintainability and agility of a particular customer's enterprise.
• Has contributed to the design and application of new tools.
• Ability to re-use existing experience to develop new solutions to take to market.
• Possesses an understanding, at a detailed level, of architectural dependencies of technologies in use in the customer's IT environment.
• Frequently uses product and application knowledge along with internals or architectural knowledge to develop solutions. A recognized expert in one or more technologies within own technical community and also at regional level. Holds a vendor or industry certification in at least one discipline area.
• Able to communicate with internal and external senior management confidently and demonstrate the professionalism of the job family.

• Desired Certifications (not required)

  ITIL Foundation: Provides a strong understanding of IT service management best practices, which is essential for managing IT services and client support effectively.

  CompTIA A+: A foundational certification covering IT support basics, including hardware, software, and troubleshooting.

  CompTIA Network+: Focuses on networking fundamentals, which is crucial for understanding and supporting IT infrastructure.

  CompTIA Security+: Covers fundamental principles of information security, which is important for ensuring secure IT environments.

  As an Account Support Manager, the ideal candidate will ensure that clients receive exceptional service by anticipating their needs, identifying potential issues before they arise, and implementing strategies to improve their experience continuously.

  Responsibilities:

  **1. Client Relationship Management

• Regular Communication: Maintain frequent contact with clients through meetings, calls, and emails to stay updated on their needs and expectations.
• Feedback Collection: Actively seek and gather client feedback to identify areas for improvement and address any concerns promptly.
• Personalized Service: Customize support and service strategies based on each client's unique requirements and preferences.
• **2. Proactive Issue Identification and Resolution
• Monitoring Systems: Use monitoring tools and data analytics to keep track of client systems, services, and performance metrics to detect early signs of potential issues.
• Trend Analysis: Analyze performance trends and historical data to foresee and address potential problems before they impact the client.
• Preventive Actions: Implement proactive measures such as system upgrades, configuration changes, or process improvements to prevent issues.
• **3. Service Optimization and Improvement
• Performance Reviews: Regularly review service performance and conduct assessments to identify opportunities for improvement.
• Recommendation a nd Planning: Provide clients with recommendations for optimizing their use of services and planning for future needs based on their usage patterns and business goals.
• Process Improvement: Continuously assess and refine support processes to enhance efficiency and effectiveness.
• **4. Escalation and Incident Management
• Escalation Procedures: Develop and maintain clear escalation procedures to handle critical issues swiftly and efficiently.
• **Issue T