{"id":3788551,"url":"https://alion.io/job/hp-subscription-operations-incident-manager","title":"Subscription Operations Incident Manager","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":158,"ghost_share":0,"stale_share":0.842,"repost_share":0.006,"time_to_fill_p50_days":20,"computed_at":"2026-11-08T05:47:12Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Tlaquepaque, Mexico"],"countries":["MX"],"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":"Incident Management","optional":false},{"name":"Power BI","optional":false}],"status":"live","first_seen_at":"2026-11-04T00:00:00Z","employer_posted_date":"2026-11-04","last_verified_at":"2026-11-08T08:21:48Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Subscription Operations Incident ManagerDescription -\nJob Summary\nThis role is responsible for resolving simple to moderately complex technical and process-related issues supporting customers under subscription-based models, including the systems and processes that enable fulfillment. The role provides proactive guidance to internal and external customers to prevent issues, minimize operational disruptions, and support service continuity.\nThe role applies professional technical expertise, process knowledge, and sound judgment to independently troubleshoot, analyze, and resolve issues of moderate scope and complexity.\nResponsibilities\nActs with speed and agility to prevent or minimize significant impacts to customers and operations.\nAnalyzes and evaluates system issues, configurations, and process fallouts to identify causes, determine appropriate resolutions, and minimize operational impact.\nDrives cross-functional collaboration to resolve issues and meet Service Level Agreement (SLA) commitments.\nProcess L1 incidents and creates and escalates incidents to L2, L3 IT support teams when additional technical expertise or system-level intervention is required.\nDocuments case summaries, resolutions, process changes, and technical solutions, and contributes relevant knowledge to the Knowledge Management System (KMS).\nSupports the implementation of new capabilities and processes by providing process expertise, technical guidance, and documentation to facilitate effective integration into operations.\nMonitors and analyzes operational and quality data to assess performance, identify trends and improvement opportunities, and develop data-supported conclusions, recommendations, and reports.\nContributes to a knowledge-sharing culture by conducting research, supporting data analysis, documenting solutions, and sharing relevant process and technical knowledge with team members.\nWorks independently on issues of moderate scope and complexity, applying professional expertise and sound judgment while following established company policies, procedures, and escalation paths.\nAdapts to process and system changes and collaborates across teams to achieve operational objectives.\nEducation & Experience Recommended\nFour-year degree or graduate degree in a relevant field, or an equivalent combination of education, relevant work experience, and demonstrated competence.\nTypically 2-4 years of relevant work experience, preferably in Supply Chain Operations, Order Management, Order-to-Cash (O2C), Incident Management, or related operational processes.\nGeneral understanding of ERP systems and end-to-end fulfillment processes.\nWorking knowledge of quality management, data analysis, and continuous improvement principles.\nAbility to analyze operational data, identify trends, and translate findings into actionable recommendations.\nExperience working with cross-functional teams to investigate and resolve operational or system-related issues.\n Knowledge & Skills\nIncident Management\nRoot Cause Analysis\nTroubleshooting and Problem Solving\nCustomer Support\nERP and Fulfillment Processes\nSupply Chain and Order-to-Cash Processes\nData Analysis and Quality Management\nUsage of Power BI, Excel, power Point, Word\nProcess Documentation\nContinuous Improvement\nWorkflow Management (HPNOW / 3W)\nAutomation and Digital Tools Cross-Org Skills\nEffective Communication\nResults Orientation\nLearning Agility\nDigital Fluency\nCustomer Centricity\nImpact & Scope\nImpacts the immediate team and support operations by providing analysis, technical and process expertise, and recommendations to support issue resolution and operational continuity. Provides input to cross-functional initiatives and process improvements within the scope of assigned responsibilities.\nComplexity\nWorks on issues of moderate scope and complexity, analyzing system, process, and operational factors to determine appropriate resolutions. Applies established guidelines and professional judgment, escalating issues when additional technical expertise or system-level intervention is required. 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 (Mexico)Travel -\nRelocation -\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":5409,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":true,"industries":["Laptops","Printers & Scanners"],"lifecycle":[{"event":"open","at":"2026-11-05T04:58:48Z"}],"visa":[],"liveness":{"score":62,"band":"ok","label":"Likely open","p_open":1,"p_active":0.624,"p_room":1,"age_days":4,"expected_fill_days":20,"reasons":["conf:9","stale_co","velocity","win:early","comp:junior,brand"],"computed_at":"2026-11-08T05:47:12Z"},"pay":null,"html_url":"https://alion.io/job/hp-subscription-operations-incident-manager","json_url":"https://alion.io/job/hp-subscription-operations-incident-manager.json","meta":{"generated_at":"2026-11-08T13:43:26Z","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":29108,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-09T00:00:00Z"}},"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-subscription-operations-incident-manager"},{"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-subscription-operations-incident-manager"},{"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-subscription-operations-incident-manager"},{"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-subscription-operations-incident-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhp-subscription-operations-incident-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3788551}},{"tool":"search_jobs","arguments":{"company":"hewlett-packard.de","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3788551},"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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