Senior Manager, APJ Print Advanced Technical Support, Customer Assurance

HP France

HP leader transforming APJ Print technical support through AI, automation, and customer assurance. Driving faster escalations, predictive support, and cross-functional customer outcomes across APJ.

Posted 8/19/2026full-timeBengaluru • 🇮🇳 IndiaSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading advanced technical support operations, leveraging AI and automation to enhance service quality and efficiency. Proven ability to influence stakeholders and drive cross-functional collaboration in complex, global environments.

Highest-signal resume keywords

10+ Years Experience In Customer SupportLeadership Of Multi Location Technical OrganizationsAdvanced Technical Escalation ModelsData-Driven Insights And RecommendationsExperience In Enterprise Hardware Or Software

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

AI-Driven DiagnosticsAutomationAnalyticsTechnical Escalation ManagementService Quality ImprovementPerformance Metrics StandardizationCustomer AssuranceReliability EngineeringProcess GovernanceCross-Functional Transformation

Soft Skills

Exceptional Executive CommunicationStakeholder InfluenceCustomer AdvocacyAccountabilityContinuous Improvement

Industry Keywords

Technical SupportService OperationsEnterprise-Scale SupportMatrixed OrganizationsGlobal Organizations

About the role

Key responsibilities & impact

Transform APJ Print support operations through AI, automation, analytics, and knowledge management
Champion proactive and predictive support models
Reduce technical escalation turnaround time and eliminate repeat escalations
Lead initiatives to reduce aged escalation cases and improve customer support performance
Standardize processes, governance, and performance metrics across APJ
Lead and develop a geographically distributed Advanced Technical Support and Customer Assurance team across APJ
Foster customer advocacy, accountability, technical excellence, and continuous improvement
Partner with Customer Support, Sales, Product Quality, Supply Chain, and Business Unit leaders
Influence executive stakeholders through data-driven insights and customer-focused recommendations
Lead cross-functional engagement during critical customer situations, business escalations, and hot site events
Enable collaboration across HP organizations to remove barriers and improve operational efficiency

Requirements

What you’ll need

10+ years of experience in Customer Support, Technical Support, Quality, Engineering, or Service Operations
Proven leadership of multi location, complex, technical organizations
Very comfortable and demonstrated experience with direct interaction with HP Sales and Customers, including highly stressful and emotional situations
Deep experience with advanced technical escalation models and enterprise-scale support environments
Strong track record driving cross-functional transformation
Experience leveraging data, automation, and AI to improve service quality and efficiency
Exceptional executive communication and stakeholder influence skills
Preferred: experience in enterprise hardware, software, or IT services
Preferred: familiarity with AI-driven diagnostics, self-healing systems, or telemetry-based support
Preferred: background in customer assurance, reliability engineering, or service quality transformation
Preferred: experience operating in matrixed, global organizations

Benefits

Comp & perks

Equal employment opportunity
Travel: 25%