Job Description

This role has been designated as \'Edge\', which means you will primarily work outside of 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 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. About HPE 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 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. HPE PointNext is our innovative IT services organization. It provides the expertise to advise, integrate, and accelerate our customers\' outcomes from their digital transformation - giving clients the most effective solutions for a fast-paced, modern business along with the expertise to achieve maximum business benefit, and to deliver better experiences. What You Need To Bring Eligibility & Qualification: Bachelor\'s degree in Engineering (or Equivalent). Minimum 5 years of relevant experience in Enterprise Managed Service environment. What You Will Do Summary Hewlett Packard Enterprise advances the way people live and work. We bring together the brightest minds to create breakthrough technology solutions, helping our customers make their mark on the world. In HPE Pointnext Services organization we have the expertise to advise, integrate and accelerate our customers\' outcomes from their digital transformation, and establish HPE as a leader for innovation and customer delight by leading with experience-driven solutions, consumed aaS. Manage the lifecycle of all problems that may span multiple technologies. Prevent incidents from happening and minimize the impact of unavoidable incidents. Make temporary solutions (workarounds) available to incident management. Develop final solutions for known errors and perform trend analysis of important services or historical incidents. Manage technical action planning across multiple customer / partner resources Lead / drive virtual technical teams within HPE / Partner in order to isolate the cause of a technical issue Communicate Technical action plan, drive internal HPE / Partner communications Work with the local solution center, customer account team, HPE / Partner onshore and offshore teams, as well as other resources like outage leader, escalation manager etc. Negotiate to bring correct resources together to focus on an issue Responsible for Problem identification, categorization, prioritization, investigation, diagnosis, solution implementation Review and maintain KEDb Key Result Areas Identify systemic issues and provide systematic improvement plan Identify top issues and ensure relevant recursive technical trainings delivered via SMEs Create / Audit Standard Operating Procedures (SOPs) themselves or using SMEs Availability in office / on call as needed Adherence to Production Floor processes Manage individual customer accounts to ensure the backlogs are under control, the key parameters are met, and use standard methodologies (Lean, Six Sigma, ITIL, Agile etc.) to improve experience for customers as well as efficiency for GPST Skills Required Experience in effectively coping with a fast-paced, high-pressure role in a constantly changing business environment Strong focus on teamwork Proven communication skills (written and Verbal) Take complete ownership of the customer\'s technical problem until resolution Creative, open minded. Guided, but not hindered by process in pursuit of a solution Willingness to grasp the opportunity to learn new technologies and methodologies Systematic thinking Goal-driven and result oriented Motivated by new challenges/technology Passion for Customers Ability to avoid escalations / de-escalate as needed by being the customer\'s trusted advisor. Relational Intelligence, Confidence, Energy and Mental Fortitude are some of the traits that can go a long way in establishing a Problem Manager\'s status as a trusted advisor for the customer Proactive, with an ability to get a 360 view of the issue to understand the perspectives of all the stakeholders Subject Matter Expertise Technologies and Concepts - Basic awareness in technologies to drive meaningful technical discussions. Knowledge of Common Cloud services, Workload support, Service continuity and various aaS offerings at HPE. Products - Specialization / Product-level Expertise (can be from the same technology). Tools - Familiarity with Management Consoles and Tools (Greenlake Central, Aruba Central, OneView, etc.). Also, monitoring and ticketing tools like ServiceNow, SFDC. Familiarity with Security-specific tools will be a plus. Datacenter Technologies - Strong understanding of at least one of the following technologies and basic/intermediate understanding of the others - Server, Networking, Storage, Virtualization, Operating Systems, Security, Backup/Restore/DR etc. Eligibility Criteria To apply for open positions prior to the minimum time requirement, approval of the employee\'s current manager is required Employees are expected to notify their manager prior to an interview Employees in Performance Improvement Plan are not eligible to apply HPE Badged Employee Tenure in current role / Job Level - 1 year or more What We Can Offer You A competitive salary and extensive social benefits Diverse and dynamic work environment Work-life balance and support for career development An amazing life inside the element! Want to know more about it Lets Stay Connected https://www.facebook.com/HPECareers https://twitter.com/HPE_Careers #services, #pns and #zerto #Pointnext Job Services Job Level Specialist Hewlett Packard Enterprise is EEO F/M/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.

foundit