This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2 days per week from an HPE office.
Who We Are:
Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.
Job Description:
HPE Operations is our innovative IT services organization. It provides the expertise to advise, integrate, and accelerate our customers’ outcomes from their digital transformation. Our teams collaborate to transform insight into innovation. In today’s fast paced, hybrid IT world, being at business speed means overcoming IT complexity to match the speed of actions to the speed of opportunities. Deploy the right technology to respond quickly to market possibilities. Join us and redefine what’s next for you.
Key Responsibilities:
Resolve customer’s issues via the telephone, email or remote sessions.
Reproducing issues in-house and responding back in a timely manner.
Regular follow ups with customers with recommendations, updates and action plans.
Identify and escalate issues in a timely manner to vendor according to Standard Operating
Procedures.
Leverage internal technical expertise, including peers, mentors, knowledge base, community
forums and other internal tools, to provide the most effective solutions to customer issues.
Collaborate with other CoE/HW teams in diagnosing and isolating the cause of complex issues.
Maintain quality on case documentation, SLA timeframes and operational metrics.
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Performs within the Productivity Measure of the team (scorecard)
Incident Management: Resolve single and cross technology incidents independently. Lead the
team members to resolve complex or cross technology incidents.
Escalation Management: Identify, manage, and lead technical escalations. Participate in formal
Escalation when required to support escalation especially during crisis.
Problem Management: Proactively and reactively look for solutions to prevent problems from
occurring in team/technology area. Perform Trend and Root cause analysis.
Change Management/Implementation: Independently prepare, review, implement, rollback and test
plan for change records. Perform risk and impact analysis for changes, May lead or participate in a Change Advisory Board.
Patch and Security Management: Apply patch and security changes per policy. Proactively monitor
the environment for patch compliance. Analyze patches for compatibility with each customer or internal infrastructure environment.
Configuration Management: Ensure Configuration Management Database (CMDB) entries are
complete and accurate.
Eligibility & Qualification:
Bachelor’s degree in Engineering (or Equivalent).
Experience: Minimum 5 years of experience in Enterprise technical support environment
Relevant certification on the latest track like CCNA / RHCE will be an added advantage.
Flexible to work in 24X7 support environment
Technical Skills:
Strong Knowledge in installing, configuring, troubleshooting and Administration of all flavors of
Linux.
Troubleshooting networking issues.
Strong understanding of Cluster Services
Good knowledge on SAN technologies and converged solutions
Good knowledge on HP Servers Blade, Rackmount and Virtual Connect
OS/patch/security update/management.
Disaster Recovery planning and conducting DR tests.
Responsible for Standard Operating procedures issuance to incident management team.
Prepare Service delivery reports and participate in customer meetings
Routine Performance Analysis, Capacity analysis, security audit analysis reports to customer for
necessary planned changes
Linux Vulnerability assessment and Mitigation
HPE Service Guard cluster on RHEL
Knowledge on Patch deployment solutions – Redhat Satellite
Working knowledge on SUSE Linux and HP UX
Non-Technical Skills:
Excellent written and verbal communication skills Commitment to deliver high quality product and
solution support.
Must achieve excellent customer satisfaction
Take ownership and work with high productivity and efficiency.
Support other team members and seek their advice to make decisions on complex issues.
Deliver trainings when required.
Additional Skills:
Accountability, Accountability, Action Planning, Active Learning, Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Customer Solutions, Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity {+ 5 more}
What We Can Offer You:
Health & Wellbeing
We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.
Personal & Professional Development
We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.
Unconditional Inclusion
We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.
Let's Stay Connected:
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Job:
Services
Job Level:
Specialist
HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity.
Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.
HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.
Recruitment Fraud Alert
We have become aware of an increase in fraudulent recruitment activities in which individuals impersonate our company or authorized recruitment agencies to offer fake employment opportunities. These scams may occur through false websites, emails, social media, or chat-based applications and often aim to obtain personal information or money. Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge a candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process. We also never request personal information such as back account details, Social Security numbers, or national IDs via social media or chat applications.
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