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 todays complex world. Our culture thrives on finding new and better ways to accelerate whats next. We know diverse 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. Position Overview: The engineer will be part of a 24/7 Multivendor datacenter operations team and will be directly responsible for managing datacenter projects. Must possess Leadership qualities from Technical and inter-personal skills perspective. This individual will provide Multivendor Technical leadership and support to the Technology Teams by bringing together the elements needed to ensure the escalation or issue at hand is resolved. He/she is responsible for all internal and external technical communications relating to the escalation. What you'll do: Own an escalation, demonstrate leadership and be the designated point of contact for the Technical Escalation Process. The position involves taking a leadership role with customer teams and internal teams to resolve problems, maintain managed Storage & Backup operations and, when necessary, to return systems to operational status. The job also involves leading communication between technical teams, customers and internal organization to fulfill customer needs and accomplish customer satisfaction. Strong and solid concepts on Networking, Security and Load-balancing. Share Datacenter ‘Best Practice’ among other Technology peers & Teams in the GMS community and be required to actively look for and identify pro-active / issue prevention opportunities where these presents themselves. Supporting and troubleshooting complex networking issues in complex and widely distributed environment. Manage technical action planning across multiple customer / partner resources while leading development of Commvault technical action plan. Communicate Technical action plan, drive internal HPE Technical Teams / Customer / Partner communications. Capable of working constructively in a highly pressurized environment. Willing to work after office hours to manage critical customer escalations when necessary 24x7 availability as required for ‘Out of Hours’ (OOH) coverage. Demonstrates the ability to work with and be sensitive to other cultures. Skilled in utilizing methodologies for problem management and resolution of escalated issues. Provides highly innovative management of complex escalations. Create opportunities to increase the competence of the work group in a proactive and consistent way. Identifies and communicates possible process changes that will remedy inefficiencies as appropriate. Lead / drive virtual technical teams within HPE / Partner to isolate the cause of issue. Work with the different support Vendors, customer account team, HPE / Partner onshore and offshore teams, as well as other stakeholders like Managed Services Manager, Consultants, Customer Business Manager, Escalation manager etc. Negotiate to bring correct resources together to focus on an issue Plan and implement best practices. Create and update documentation whenever any changes are made in the network. What you need to bring: Experience : 6+ years of demonstrated experience in Network troubleshooting including service and support on networking products such as Juniper SRX , Juniper routers, Aruba or Cisco etc. Ability to isolate and solve complex technical/business problems with the ability to interact with people (customer and internal HPE) at all levels, across a geographic region. Demonstrate strong written and verbal communication skills. Knowledge & Skills: Provide support in the areas of Network and Network security products like Juniper SRX, Aruba OS CX, Checkpoint, Palo Alto, Fortinet, F5 LB , Aruba ClearPass etc. Operate, Administer and Govern customer setup. Provide leadership in technical problem management and the resolution of all issues, working closely with end customers and HP remote and field support staff. Develop action plans to investigate and resolve complex issues/problems and clearly communicate these to engineers, customers and/or relevant managers. Participate in after-hours remote support rosters. Identify and contribute to projects to improve product support, customer satisfaction and team efficiency. Be aware of, and contribute to the improvement of, team performance as measured in the team Business Fundamentals Tables (BFT). Technical writing skills will be required to publish Issue resolution documents (KM & KT) Required to communicate effectively with Technical and Non-Technical stakeholders and should have the ability to drive the conversation/discussion Must be able to interact with colleagues from different countries and background (own team, members of SC and Product Divisions) Participate/Drive ITIL based change management, Problem management, incident management. Certifications: CCNA , CCNP, Juniper JNCIS-SP, JNCIP-SP ITIL Foundation certification preferred. Knowledge of Remote Support and Remote monitoring processes and concepts Knowledge on Service Now Interpersonal Skills: Self-Starter - Takes independent action to identify and solve problems. Seeks out relevant information needed to make decisions. Gets involved with new initiatives. Exceptional Customer service skills, mindset & attitude . Be professional in all modes of interaction with our internal & external customers. Success/Achievement Orientation - Delivers quality results consistently. Targets, achieves (or exceeds) measurable results. Sets challenging goals, focuses on critical priorities, and is accountable. Problem Solving - Recognizes problems and responds with a systematic assessment that identifies and addresses cause of issue. Practical, realistic, and resourceful. Innovative - Builds and improves key business processes that enhance the effectiveness of HPE. Generates new ideas, challenges the status quo, and solves problems creatively. The candidate must collaborate with other teams and individuals within the organization Be capable of making well founded decisions in high pressure situations & exercising diplomacy when operating in politically charged environments. Actively listen and confirm problem details showing empathy for urgent situations Utilize effective negotiation skills which will lead to satisfactory issue resolutions. Additional Skills: Accountability, Accountability, Action Planning, Active Learning (Inactive), 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. Diversity, Inclusion & Belonging We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse 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: Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE. Job: Services Job Level: Expert HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT and Affirmative Action employer. We are committed to diversity and building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global diverse 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 F/M/Protected Veteran/ Individual with Disabilities.
