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.

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 Managed Services).

2+ years in a supervisory, team lead, or managerial role overseeing technical individual contributors.

• Preferred Certifications:
  • Aruba Certified Switching/Mobility Professional or Expert (ACSP / ACSX).
  • Cisco Certified Network Professional (CCNP) or Internetwork Expert (CCIE).
  • ITIL Foundation / Expert certification for service delivery nice to have

Required Technical Domain Knowledge

The ideal candidate should have sufficient technical depth to guide engineers through complex protocol-level troubleshooting and cloud-managed network isolation scenarios.

Network security and edge: Working knowledge of Network Access Control (NAC) using Aruba ClearPass, RADIUS/TACACS+, and device hardening protocols.

Core networking protocols: Solid foundation in Layer 2 technologies, including STP, RSTP, LACP, and LAG, as well as Layer 3 routing concepts such as OSPF, BGP, VRF, and EVPN-VXLAN.

Tools and collaboration: Hands-on experience with JIRA and Salesforce for case management, defect tracking, and engineering collaboration.

Accountability, Accountability, Action Planning, Active Learning, Active Listening, Agile Methodology, Agile Scrum Development, Analytical Thinking, Bias, Coaching, Creativity, Critical Thinking, Cross-Functional Teamwork, Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design, Design Thinking, Empathy, Follow-Through, Group Problem Solving, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity {+ 5 more}

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.

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Job:

Engineering

Job Level:

Manager_1

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.

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