Find jobs
Pricing
Sign in
FIND JOBSPRICINGSIGN INSIGN UP
← Back
Hewlett Packard Enterprise

Critical Incident Manager

LocationSofia, Sofia, Bulgaria
Work modehybrid
Typefull-time
DepartmentServices
Company size10,000+ people
First seen1w ago
Last seen1d ago
About the role
Critical Incident ManagerThis 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:
Critical Incident Manager (CIM) plays a pivotal role in restoring customer confidence and driving successful outcomes in complex, high-impact customer situations. This role applies extensive knowledge of HPE policies, processes, service delivery models, and escalation governance to manage critical, complex non standard, and highly specialized customer incidents in creative, decisive, and effective manner.
Operating with a high degree of autonomy, the CIM is authorized to lead and coordinate cross functional engagement across HPE, including GTS, Account Teams, Field Services, Supply Chain, ERT, and Global Escalation Management. The role ensures that the critical cases are efficiently driven to the resolution through remote support or a service delivery, particularly where standard processes are challenged or insufficient.
When required, the CIM engages directly with end customers and internal stakeholders, providing clear and timely communication on case progress to minimize business escalations and proactively manage the overall customer experience.
In addition to core CIM duties, the CIM serves as Manager on Duty (MOD). The MOD process is an HPE internal only exception mechanism, invoked strictly when all standard engagement and escalation processes have failed. If engaged as MOD, the CIM is authorized to flag and manage critical situations where there is a significant customer or Account Team concern or complaint regarding case ownership, direction, or management and ensures decisive leadership, rapid engagement of the correct stakeholders, and restoration of effective case control.
Beyond incident resolution, the CIM acts as a trusted advisor, managing customer complaints and concerns, ensuring efficient resolution, working to restore goodwill, salvage customer satisfaction and retain customer loyalty.
By combining decisive incident leadership, exception based escalation authority, and root cause analysis, customer complaint management, the CIM consistently transforms the most challenging customer situations into positive outcomes – strengthening customer trust, preventing recurrence, and reinforcing confidence in the HPE brand.
Job Family Definition:
Customer Solution Centers are made up of teams that provide remote (offsite) service; customer access, pre-sales, post-sales, and service delivery. Technical teams focus is to solve various business systems and applications problems for customers, onsite engineering personnel and Authorized Service Providers on standard, specialized or complex systems.
Management Level Definition:
Applies developed subject matter knowledge to solve common and complex business issues and recommends appropriate alternatives. Works on problems of diverse complexity and scope. May act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process. Exercises independent judgment to identify and select a solution. Ability to handle most unique situations. May seek advice in order to make decisions on complex business issues.
Responsibilities:
•
Successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end user’s contacts and proactive notification systems.
•
Respond to service, product, technical, and customer- relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission-critical). .
•
Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
•
Ability to act as a team or project leader providing direction to team activities and facilitates information validation and team decision- making process.
•
Review and may resolve complex business issues.
•
Excellent communication skills. Add case resolution to KMS.
•
Understand and utilize Information Technology Information Libraries (ITIL).
•
Represent the company in a face to face customer location visit, industry conference/trade show, vendor meeting, etc.
•
Partners frequently with the Sales Pursuit team.
E**ducation and Experience Required:
•
Vocational: apprenticeship/certification completion. May be technical or non-technical. May include on- the-job training in addition to studies. In some locations, completion may be recognized by diploma. Advanced programs may be 2+ years. Associate degree: first attainable degree at the post-high school level. Typically 2 year completion beyond High School level (i.e., Associate of Arts, GCE ‘A’ level (Singapore), etc.) or equivalent experience. BA/BS or equivalent experience preferred.
•
3-5 years experience in relevant technologies and customer environments.
•
Relevant industry qualification where applicable.
Knowledge and Skills:
•
Excellent verbal and written communication skills in language to be supported.
•
Experience in troubleshooting in a technical environment.
•
Excellent analytical and problem solving skills.
•
Software and hardware knowledge of computing, storage and peripheral devices.
•
Advanced proficiency with case management databases and tools.
•
Superior customer service skills.
•
Phone and remote support.
•
Partners frequently with the Sales Pursuit team.
•
Ability to solve and document solutions for usage of other technicians and customers.
•
Ability to mentor new agents.
•
Ability to lead resolution activities with escalated customers.
•
Ability to contribute to technical action plans.
•
Focus on one or more product lines (for example, proactive, reactive, storage, enterprise systems, etc.).
What We Can Offer You:
Health & Wellbeing
We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.
Personal & Professional Development
We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.
Unconditional Inclusion
We are unconditionally inclusive in the way we work and celebrate individual uniqueness. 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.
Let’s Stay Connected:
Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE.
Job:
Services
Job Level:
Specialist
Legal
HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity.
Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.
HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.
Recruitment Fraud Alert
We have become aware of an increase in fraudulent recruitment activities in which individuals impersonate our company or authorized recruitment agencies to offer fake employment opportunities. These scams may occur through false websites, emails, social media, or chat-based applications and often aim to obtain personal information or money. Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge a candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process. We also never request personal information such as back account details, Social Security numbers, or national IDs via social media or chat applications.
All legitimate job opportunities will come through official company channels, and candidates are responsible for verifying the credentials of any third party claiming to represent the company. Any reliance on fraudulent communication is at the individual’s own risk, and HPE disclaims legal liability for any resulting damages. If you suspect recruitment fraud, do not share personal information or make any payments and report the incident to your local authorities immediately.
More roles at Hewlett Packard Enterprise
Data Center System Admin - LinuxAccount ManagerArchitect, Network for AI, Routing and AutomationData ArchitectData Center System Admin - Windows & Virt (Nutanix)
Seekless
Product
Find jobsCompaniesPricing
Legal
PrivacyTermsCookies
© 2026 SEEKLESS, INC. ALL RIGHTS RESERVED.BUILT WITH CARE