Technical Consultant L3

This role has been designed as ‘’Onsite’ with an expectation that you will primarily work from an HPE partner/customer office.

Job Description:

HPE Services 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.

What you’ll do:

• Resolve customer’s issues via the telephone, email or remote sessions.

• Reproduce 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.

• Build Technical Solutions for Private Cloud – Primary Compute, VMware, Linux and supporting technologies and tools.

• Broad technical knowledge on ISS solutions – Installing, Configuring & Troubleshooting of C7000 enclosures, Virtual Connects, Blade Switches- SAS,Ethernet & FC, ProLiant Blades & Storage Blades

• Expert trouble shooting through Oneview, ILO console and cross leveraged platforms.

• Operating Systems Knowledge – Install, configure, administration and troubleshoot RHEL/SUSE(as Bare-Metal OS & as VMs on Hypervisors)

• Troubleshooting OS logs for hardware issues from VM-support, HPSreport, SOSreport, Support-Config etc

• Knowledge on SAN, NAS technologies (Ethernet / iSCSI, FC, FCOE)

• Knowledge on DAS Storage & HBAs – Smart Array /RAID, SSDs SAS, SATA etc

• Disaster Recovery planning and conducting DR tests.

• Performed 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 Linux and in Integration with Database and ERP Solution

• Knowledge on Patch deployment solutions – Redhat Satellite , SUSE Manager

• Troubleshooting performance related issues on HW and Operating system

• Working knowledge on AIX , Redhat , CenOS , SUSE Linux and HP UX

• Strong understanding of Networking (Vlan concepts, Analyzing switch logs, Jumbo frames, flow control etc)

• Should be ready to work in rotational shifts and on weekends.

• Good written and verbal communication skills (Mandatory).

• Zeal for going the extra mile to solve customer issues.

• Good to have:

• Understanding of Rest API, Powershell, databases like SQL/Postgress, etc.

• Operating Systems Knowledge – administration and support on VMware, Windows HyperV,

• Linux/Microsoft/VMware VCP or equivalent experience/certification will be an added advantage

• 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.

• Provide consulting support in his/her area of expertise

• 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.

• Manages the technical/ service relationship between the company and the customer, and between the company and subcontractors/ vendors.

• Works with the key customers and/ or internal businesses/ end user representatives (Infrastructure Support Managers, Client Manager and the Account Delivery Manager) to retain customers and build the business.

• Resolve customer’s issues via the telephone, email or remote sessions.

• Reproduce 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.

• Provide consulting support in his/her area of expertise

• 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.

What you need to bring:

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

• Experience: Minimum 7 years of experience in Enterprise Servers and Linux technical support

• Should possess strong knowledge on server/operating system technology and good understanding of other domains such as storage/SAN/networking/database

• Relevant certification on the latest track like HPUX / RHCSA / RHCE will be an added advantage.

• Flexible to work in 24X7 support environment

• ITIL certification is an added advantage

• The candidate provides build, Operate, Admin and Consulting support on Compute infrastructure and the Operating system in accordance with contractually established terms and conditions and established technical standards.

• Provide technical leadership in compute as primary domain and should well verged with virtualization and operating systems like ESXi, Linux, Wintel.

• Provides technical input, solutions, and recommendations to deal pursuit.

• Engaged in and provides support for transition/ transformation efforts.

• Provides IT infrastructure and/ or application infrastructure lifecycle technical support, including planning, project management, installation, on- going management/ monitoring/ troubleshooting, and de- installation, following operational policies and processes that are compliant with industry standards (e.g. Information Technology Infrastructure Library (ITIL)).

• Manages the technical/ service relationship between the company and the customer, and between the company and subcontractors/ vendors.

• Works with the key customers and/ or internal businesses/ end user representatives (Infrastructure Support Managers, Client Manager and the Account Delivery Manager) to retain customers and build the business.

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, Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity, Long Term Planning, Managing Ambiguity {+ 5 more}

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.

Job:

Services

Job Level:

Expert

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.