{"id":3673061,"url":"https://alion.io/job/hp-customer-support-infrastructure-enhancement-lead","title":"Customer Support Infrastructure Enhancement Lead","company":{"id":2088298,"name":"HP","domain":"hewlett-packard.de","url":"https://alion.io/company/hewlett-packard-de","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":84,"open_postings":156,"ghost_share":0,"stale_share":0.859,"repost_share":0,"time_to_fill_p50_days":20,"computed_at":"2026-11-05T05:54:30Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India","Heredia, Costa Rica"],"countries":["IN","CR"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"GDPR","optional":false},{"name":"Incident Management","optional":false}],"status":"live","first_seen_at":"2026-11-02T00:00:00Z","employer_posted_date":"2026-11-02","last_verified_at":"2026-11-06T04:06:00Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Customer Support Infrastructure Enhancement LeadDescription -\nJob Summary\nThe role is responsible for infrastructure (systems / tools) enhancement and support within the Customer Care Centers for the following areas:\nLead, own, manage, and serve as an SME for the Sprinklr tool for global CCC operations\nEnsure high availability, performance, and enhancements of the contact center infrastructure\nSupport enablement and enhancement opportunities for infrastructure transformation initiatives\nDrive data analysis and provide meaningful business outcomes for AI infrastructure\nThe role contributes to operational readiness planning, analyzes performance reports, analyzes new technology, and fosters a knowledge management culture. The role also works independently to resolve moderate scope problems and ensure alignment with business requirements & outcomes.\nResponsibilities\nFocal point for Sprinklr support into CCC operations and collaborating with DT/HP IT\nLead AI deployments and enhancements in support of CCC strategy (Digital Contact Center)\nEnsure compliance with regulatory, GDPR, PCI, and legal requirements\nSupport incident management and troubleshooting by working closely with all Partners & HP Badged Sites\nEngages in collaboration with regions and global teams concerning service and support planning, implementation, and performance\nAssists in developing comprehensive short and long-term plans to support the operational readiness and success of production services\nAnalyzes operational reports to monitor business infrastructure performance and optimize operational processes Education & Experience Recommended\nFour-year or Graduate Degree in Business Administration, or any other related discipline or commensurate work experience or demonstrated competence\nTypically has 2-4 years of work experience, preferably in service business management, delivery, solution architecting, business planning, or a related field or an advanced degree with little or no work experience\nBasic understanding of Contact Center and infrastructure supporting operations\nUnderstanding the HP CCC Footprint structure\nExperience supporting global multi-country contact center environments Preferred Certifications NA Knowledge & Skills\nAgile Methodology\nAnalytics\nBusiness Development\nBusiness Strategies\nBusiness To Business\nCustomer Relationship Management\nData Analysis\nDigital Marketing\nGo-to-Market Strategy\nKey Performance Indicators (KPIs)\nMarket Research\nMarketing\nMarketing Strategies\nNew Product Development\nStakeholder Management\nProblem Solving\nProduct Strategy\nProject Management\nThought Leadership\nValue Propositions Cross-Org Skills\nEffective Communication\nResults Orientation\nCollaboration\nInfluencing\nCustomer Centricity\nTechnical Skills\nSupport ticketing basic knowledge - IMNow\nBasic knowledge of CCC tool usage and workings • Knowledge of HP’s AI transformation strategy\nImpact & Scope\nImpacts immediate team and acts as an informed team member providing analysis of information and limited project direction input. Complexity\nResponds to routine issues within established guidelines. Disclaimer\nThis job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.\nJob -\nServicesSchedule -\nFull timeShift -\nNo shift premium (India)Travel -\nNot SpecifiedRelocation -\nNoEqual Opportunity Employer (EEO)-\nHP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).\nPlease be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.\nFor more information, review HP’sEEO Policy or read about your rights as an applicant under the law here: “ Know Your Rights: Workplace Discrimination is Illegal \"","description_format":"text","description_chars":4459,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":true,"industries":["Transport Infrastructure","Laptops","Printers & Scanners"],"lifecycle":[{"event":"open","at":"2026-11-03T10:00:27Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.627,"p_room":1,"age_days":3,"expected_fill_days":20,"reasons":["conf:0","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-11-05T05:54:30Z"},"pay":null,"html_url":"https://alion.io/job/hp-customer-support-infrastructure-enhancement-lead","json_url":"https://alion.io/job/hp-customer-support-infrastructure-enhancement-lead.json","meta":{"generated_at":"2026-11-06T04:58:06Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":8602,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-07T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2088298},"rest":"https://alion.io/mcp/rest/get_company?id=2088298"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fhp-customer-support-infrastructure-enhancement-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fhp-customer-support-infrastructure-enhancement-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fhp-customer-support-infrastructure-enhancement-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/hp-customer-support-infrastructure-enhancement-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhp-customer-support-infrastructure-enhancement-lead"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3673061}},{"tool":"search_jobs","arguments":{"company":"hewlett-packard.de","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3673061},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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