Linux Engineer

This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2-3 days per week from an HPE office.

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.

Job Family Definition:

Customer Solution Centers are made up of teams that provide remote (offsite) service; customer access, pre-sales, post-sales, and service delivery. Technical teams focus is to solve various business systems and applications problems for customers, onsite engineering personnel and Authorized Service Providers on standard, specialized or complex systems.

Management Level Definition:

Applies developed subject matter knowledge to solve common and complex business issues and recommends appropriate alternatives. Works on problems of diverse complexity and scope. May act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process. Exercises independent judgment to identify and select a solution. Ability to handle most unique situations. May seek advice in order to make decisions on complex business issues.

What you’ll do:

As a part of Linux Team support deliverables, the engineer is required to possess strong knowledge of Linux products and technologies and provide advanced level technical support to global HPE customers. Apply advanced technical knowledge to operate one or more technology areas (e.g. server administration, technical security management, Database management and performance management) for customers that are critical or high-risk. Integrate technical knowledge and business understanding to create superior solutions for customers and HPE. Have a strong customer focus and sensitivity in dealing with diverse cultures and ability to learn and adapt quickly.

• 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 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.

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}

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.

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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.