• 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.
  • 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. • Solution Design: Apply HPE solutions to meet highly complex customer and/or trade/HPE infrastructure needs.
  • Quality: May provide feedback/influence change in internal and/or vendor-provided products/service offerings.
  • Project Management: Participate, propose, and/or lead customer and internal projects across technology customers, including Knowledge Transfer (KT) and Transition. Create Standard Operating Procedure (SOP)
  • Customer Relationship Management: Influence with customers and/or internal businesses/end users regarding operational details, solutions, and proposals. Becoming a trusted advisor to the customer.
  • Teamwork: Work as part of a team, which may be virtual, global, and/or multi-functional. Lead teams which address operational processes and policies in work area. Seen as a resource to the team in one or more technical or business areas. Becoming a trusted advisor inside and outside the team/technology area.

What you need to bring:

• Bachelor’s degree in Engineering (or Equivalent).

• Experience: Minimum 8 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

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