Subscription Operations Incident Manager

Subscription Operations Incident Manager

Description -

Job Summary

This 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.

The role applies professional technical expertise, process knowledge, and sound judgment to independently troubleshoot, analyze, and resolve issues of moderate scope and complexity.

Responsibilities

• Acts with speed and agility to prevent or minimize significant impacts to customers and operations.
• Analyzes and evaluates system issues, configurations, and process fallouts to identify causes, determine appropriate resolutions, and minimize operational impact.
• Drives cross-functional collaboration to resolve issues and meet Service Level Agreement (SLA) commitments.
• Process L1 incidents and creates and escalates incidents to L2, L3 IT support teams when additional technical expertise or system-level intervention is required.
• Documents case summaries, resolutions, process changes, and technical solutions, and contributes relevant knowledge to the Knowledge Management System (KMS).
• Supports the implementation of new capabilities and processes by providing process expertise, technical guidance, and documentation to facilitate effective integration into operations.
• Monitors and analyzes operational and quality data to assess performance, identify trends and improvement opportunities, and develop data-supported conclusions, recommendations, and reports.
• Contributes to a knowledge-sharing culture by conducting research, supporting data analysis, documenting solutions, and sharing relevant process and technical knowledge with team members.
• Works independently on issues of moderate scope and complexity, applying professional expertise and sound judgment while following established company policies, procedures, and escalation paths.
• Adapts to process and system changes and collaborates across teams to achieve operational objectives.

Education & Experience Recommended

• Four-year degree or graduate degree in a relevant field, or an equivalent combination of education, relevant work experience, and demonstrated competence.
• Typically 2–4 years of relevant work experience, preferably in Supply Chain Operations, Order Management, Order-to-Cash (O2C), Incident Management, or related operational processes.
• General understanding of ERP systems and end-to-end fulfillment processes.
• Working knowledge of quality management, data analysis, and continuous improvement principles.
• Ability to analyze operational data, identify trends, and translate findings into actionable recommendations.
• Experience working with cross-functional teams to investigate and resolve operational or system-related issues.

Knowledge & Skills

• Incident Management
• Root Cause Analysis
• Troubleshooting and Problem Solving
• Customer Support
• ERP and Fulfillment Processes
• Supply Chain and Order-to-Cash Processes
• Data Analysis and Quality Management
• Usage of Power BI, Excel, power Point, Word
• Process Documentation
• Continuous Improvement
• Workflow Management (HPNOW / 3W)
• Automation and Digital Tools
  
  Cross-Org Skills
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Impact & Scope
Impacts 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.

Complexity
• Works 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
• This 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.

Job -

Services

Schedule -

Full time

Shift -

No shift premium (Mexico)

Travel -

Relocation -

No

Equal Opportunity Employer (EEO) - 

HP, 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).

Please 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.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"