Account Technical Lead

Account Technical LeadDescription -HP is the world’s leading personal systems and printing company, we create technology that makes life better for everyone, everywhere. Our innovation springs from a team of individuals, each collaborating and contributing their own perspectives, knowledge, and experience to advance the way the world works and lives.We are looking for visionaries, like you, who are ready to make a purposeful impact on the way the world works. At HP, the future is yours to create!As an Account Technical Lead, you will participate in the delivery of Adaptive Endpoint Management service for a global client base that will cover North America, Latin America, Europe, and Asia Pacific. In this position, you will be assigned to a number of accounts where you will be the Technical expert on the customer solution and will support the Account Delivery manager & Support team to ensure we meet the agreed service level objectives.The role will also identify opportunities for upselling and will work in-depth with solution architects, remote engineers, product managers, and software engineers to develop cutting-edge solutions. You will be a member of a fast-paced, high-performing global team that will demand your best and provide the most rewarding experience of your career.Responsibilities: The ATL will be the technical expert for the account and will participate in the different phases of Adaptive Endpoint Management (AEM) Service delivery.Initial phases will be led by the Professional Services team, during this phase, the ATL will be in a shadow role to gain knowledge about the customer architecture and specifics. Upon the move to production, the ATL takes over from the Professional Services team and becomes the account technical expert for both the customer & the account team. ATL responsibilities through the project delivery phases are as follows:Initiation phase: Service Integration, Design and Documentation - Implementation Kickoff: Participate in the customer workshop, led by the HP Professional Services teamInfrastructure & Delivery setup: Shadow Professional services consultants responsible for the infrastructure setupCapture customer required customizations and associated change requestsWork with account team on scoping and pricing change requestsTransition to steady-state: Take over the technical lead role from Professional servicesWork very closely with TTM (Transition and Transformation Manager)Continue to work with customers on change requestsSteady-state: Support ADM (Account Delivery Manager) in technical questionsEvaluate technical aspects of change requests Work closely with Delivery, Production engineer, and Support teams to ensure customer requests & issues are managed in a timely manner.Provide remediation steps to the customer to fix performance, security, availability, and capacity issues.Provide recommendations to avoid future failures and poor device performance.Work with different groups within HP to provide the best solutions to the customer. Understand the customer’s requirements and goals and apply current technology trends to help the customer achieve them.Stay current on, and maintain an in-depth knowledge of operating systems, hardware systems, peripheral products, modern PC management tools, and PC industry trends.Maintain lab environment to replicate customer issues and test new features. This will include environments consisting of components such as Microsoft Intune, Azure, SCCM, ServiceNow, and Active Directory.Knowledge and Skills: The following skill sets are required to be successful in this position:Advanced level experience with Modern PC Management / UEM (unified endpoint management) solutions: Microsoft Intune (MDM & MAM)Microsoft AzureMicrosoft Config ManagerMicrosoft SCCM/MECMAdvanced level experience with Personal Computers, deep knowledge of: Technical understanding of hardware chipset technologies and supporting peripherals.Technical understanding of application, firmware, bios, and driver deployments.Understand PC performance as it pertains to hardware and software applications.Good knowledge of IT security. Being able to determine if an issue is related to security. Knowledge of Windows Virtual Machines using Hyper-V, VMware Workstation, Virtualbox, etcCustomer-facing skills Customer-focused always.Excellent written/oral communications and analytical skills.Excellent interpersonal skills: consensus building, manage and influence teams.Ability to interface effectively with all levels of management and functional disciplines.Education and Experience Required:Bachelor's or Master's degree in Computer Science, Information Systems, or equivalent.Desktop Support experienceCustomer-facing experienceProject Management experience Experience at a technology company (hardware, cloud, SaaS, or large-scale cloud services vendor) is a plus.Additional technology (Security, VMware, Microsoft) certifications are a strong plus.Understanding cloud computing platforms such as Microsoft Azure, AWS is a plus.Strong understanding of ITIL tools, processes, and terminology a plus.#LI-PostJob -ServicesSchedule -Full timeShift -No shift premium (India)Travel -25%Relocation -NoEEO Tagline - HP Inc. is EEO F/M/Protected Veteran/ Individual with Disabilities.