Cloud Customer Services

Cloud Customer Services

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.

Solves technical issues across a broad range of technologies (Servers, Storage, Network and SAN) providing Cloud Services solutions for customers. With in-depth engineering level technical product skills or skills across related technologies, applies advanced troubleshooting techniques and solution-oriented, data driven approaches to proactively identify and correct service degradation issues for customers. Beyond the break-fix model, takes end-to-end ownership and communication (internal and external) of the solution from deployment to end-of-life using established clusters of activities which produce a defined outcome. Responsible to monitor, manage and administer the health, capacity & performance of Cloud Services. Architects and develops tailored solutions through a variety of customer contact channels in a hybrid environment: on-site and remote. End-to-end ownership to advise & optimize (internal & external) on application best practices, infrastructure optimization & continuous improvement, compliance & security management, and new services. Typical tasks may include incident & problem resolution, and change, performance & capacity management.

Contributions have visible technical impact on a product or major subcomponent. Applies in-depth professional knowledge and innovative ideas to solve complex problems. Visible contributions improve time-to-market, achieve cost reductions, or satisfy current and future unmet customer needs. Recognized internal authority on key technology area applying innovative principles and ideas. Provides technical leadership for significant project/program work. Leads or participates in cross-functional initiatives and contributes to mentorship and knowledge sharing across the organization.

Responsibilities:

• Provide consultative services and technical leadership to the business and cloud support teams.
• Address complex customer inquiries, troubleshoot issues involving multiple cloud services, and resolve technical problems.
• Collaborate with cloud architects and developers to implement new cloud solutions and services (NSIs), report new issues, and gain insights on any underlying potential issues at early stages.
• Drive continuous improvement initiatives across cloud support operations, seeking ways to enhance efficiency, reducing costs, and improve service quality.
• Communicate effectively with customers, partners, and internal stakeholders to drive the issue resolution.
• Analyses security patch levels of various cloud services and ensures cloud environments are secure and compliant with industry standards.
• Identify and implement improvements to enhance system reliability and performance.
• Lead knowledge-sharing initiatives, ensuring that best practices, lessons learned, and innovations are communicated and practiced in an efficient way.
• Participation in Hackathons, coding competitions, conducting boot camps, and similar events within the cloud support teams.

Education and Experience Required:

• Bachelor's or master's degree in a related area of study with typically 10-15 years' experience.
• Specialization in one or more cloud domain areas (cloud platform, cloud computing, cloud data management, cloud networking and security, cloud automation and integration, cloud application design and modernization).
• Relevant industry qualification where applicable.

Knowledge and Skills:

• Proficiency in designing, integrating, and troubleshooting cloud services hosted on hybrid cloud platforms such as HPE Greenlake, Azure Stack HCI, and Experience with various public clouds, i.e. Amazon Web Services (AWS), Microsoft Azure, or Google Cloud Platform (GCP).
• Experience in architecting and designing complex, scalable, and secure cloud solutions that meet the needs of customer requirements, with a focus on reliability, performance, and cost-effectiveness.
• Serve technical leadership for cloud platforms & services, providing expert guidance on diagnosing complex issues.
• Lead and mentor cross-functional cloud support teams in designing, deploying, and operating cloud services, ensuring seamless integration with other IT and business processes.
• Lead initiatives to automate cloud operations through Infrastructure as Code (IaC) and other automation tools, enhancing efficiency and reducing manual intervention.
• Identify and mitigate cloud adoption and operation risks, including data security, compliance, and operational risks.
• Actively participate in knowledge-sharing initiatives, ensuring that best practices, lessons learned, and innovations are disseminated across the organization.
• Collaborate closely with business leaders to understand their needs and ensure that cloud solutions align with and support their strategic objectives.
• Ensure that cloud services are designed and delivered with a customer-centric approach, meeting and exceeding customer expectations.

Additional Skills:

Health & Wellbeing

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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.

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