GTS OEM and Partner Support Lead
On-siteBengaluru, Karnataka, India
Job Summary
GTS OEM and Partner Support Lead in a hybrid role overseeing end-to-end OEM and partner escalations, serving as the primary contact for OEM and partner stakeholders, and collaborating with multiple business units to onboard partners, improve support models, and enhance customer experience. Lead cross-functional projects focused on service improvement, governance, and operational efficiency; deliver data-driven updates to leadership and partners; mentor teams and standardize processes to strengthen operational maturity. Bring deep experience in escalation management, stakeholder engagement, project management, and data analysis, with strong communication and presentation skills to translate technical capabilities into business value within enterprise infrastructure ecosystems. Familiarity with OEM, PPS, PSP programs and tools like SFDC and ServiceNow is expected, along with the ability to align delivery, operations, and customer-facing activities to achieve outcomes.
Required Qualifications
- Strong experience in customer service, escalation management, missed metric analysis, and operational reporting within a complex support environment.
- Ability to collaborate effectively across delivery, support, operations, portfolio, and business teams to drive aligned outcomes.
- Strong stakeholder management capability, with the credibility to build trust, manage expectations, and work effectively with partners, customers, and internal leaders.
- Excellent verbal and written communication skills, including the ability to simplify complex issues for both technical and non-technical audiences.
- Solid project management skills, including planning, coordination, execution tracking, and risk management across multiple priorities.
- Strong presentation and influencing skills, with the ability to communicate recommendations clearly, gain buy-in, and drive action across stakeholders.
- Strategic and analytical thinking, with the ability to assess service trends, identify risks, and translate insights into practical improvement plans.
- Strong customer focus and business acumen, with the confidence to represent the function effectively in partner-facing and leadership discussions.
- Subject Matter Expertise: Deep understanding of enterprise infrastructure and service ecosystems, enabling confident leadership of complex technical and operational discussions.
- Working knowledge of HPE solutions and service portfolios, with the ability to translate technical capabilities into customer and business value.
- Well versed with global partner support program: OEM (original equipment manufacturer), PPS (Partner Priority Support), PSP (Preferred service provider).
- Experience with SFDC, ServiceNow, and support governance processes to manage escalations, track progress, and drive accountability across teams.
- Eligibility Criteria: Minimum tenure in current role or job level: 2 years.
- Open to HPE badged employees.
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