Cloud Customer Services - Remote Eligible

Cloud Customer Services

This role has been designated as 'Remote/Teleworker', which means you will primarily work from home.

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 varied 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 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.

HPE GTS Private Cloud Business Edition Center of Excellence (PCBE CoE) Engineer is responsible for providing exceptional customer support for our enterprise and mission-critical customers of HPE PCBE Solutions. PCBE CoE Engineer would carry deep knowledge of PCBE Control plane, Alletra MP B10000, Compute and Network switches, virtualization platforms (VMware vCenter, Esxi), HPE Morpheus (VME/Enterprise), as well as a good understanding of Container platforms and underlying infrastructure.

The role primarily focuses on handling complex break-fix scenarios while also contributing to the planning, design, implementation, upgrade, and expansion of existing PCBE environments. The PCBE CoE Engineer assumes the technical ownership of the issue and works with various HPE Engineering teams involved in building the solution while resolving complex customer issues.

What you'll do:

• Resolution of complex problems in enterprise and mission-critical customers of PCBE
• Assess and appreciate technical issues and customers' business impact and manage technical communication with customers and other stakeholders.
• Providing leadership in complex technical problem management, working closely with end customers and HPE remote and field support staff
• Identifying and resolving customer issues, particularly with PCBE Control plane and related infrastructure components critical to AI processing.
• Technical Support for Morpheus virtualization software (VME & ME)
• Troubleshoot and optimize PCBE and infrastructure for maximum efficiency and minimal downtime.
• Fault isolation, Problem reproduction, interacting with the engineering teams, QA, and development engineers, Escalation and Elevation management
• Development of knowledge content and runbooks

Knowledge & Skills Required

Private Cloud & HPE Ecosystem

• Good understanding of HPE Greenlake for Private Cloud Business Edition
• HPE Greenlake platform, Data Service Cloud Console
• Alletra MP B10000 Block storage configuration and troubleshooting
• HPE Proliant servers breakfix knowledge
• Aruba and M-series switches Configuration and Breakfix

OS, Networking & Virtualization

• Good knowledge and hands-on experience with at least two various Linux distributions like Ubuntu, RHEL, SLES, and Debian.
• Familiarity with clustering technologies (e.g., Pacemaker) and VMware migration tools
• NFS storage configuration and troubleshooting would be desired
• Networking concepts (TCP/IP)

• Other skills
• Advanced knowledge of microservices and API
• Networking troubleshooting skills including IPv4, load balancers, and proxies
• Working knowledge of on-premises hypervisor technologies like VMware vSphere, OpenStack, or KVM
• Knowledge and experience with Linux System Administration, package management, scheduling, boot procedures/troubleshooting, performance optimization, and networking concepts.
• IPV4, IPV6 + SLAAC

What you need to bring:

Education: A bachelor's or master's degree in computer science, information technology, or a related field is preferred. Problem-Solving Skills: Excellent problem-solving skills and the ability to diagnose and resolve complex technical issues. Communication Skills: Effective communication skills to collaborate with other teams, including development, security, and compliance teams. Collaboration Skills: The ability to work effectively in a team environment and to coordinate efforts with other teams to resolve issues and implement new solutions. IT Service Management Experience: Familiarity with IT service management (ITSM) frameworks, such as ITIL, and experience with incident, problem, and change management processes.

Additional Skills:

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.

Unconditional Inclusion

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied 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.