Cloud Support Engineer

Cloud Support Engineer

This role has been designed as 'Hybrid' with an expectation that you will work on average 2 days per week from 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 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.

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.

As a part of the Managed Services support team deliverables, the engineer is required to have strong Admin, Operate and Manage skills in VMware vSphere and server hardware to provide services for global HPE customers. Candidate should have a strong customer focus, sensitivity in dealing with diverse cultures, ability to learn and adapt quickly.

What You'll Do:

Key Responsibilities:

• Attend daily standups/scrums.
• Respond to service alerts and take remedial actions.
• Follow Change Management processes and procedures.
• Resolve customer's issues via telephone, email, or remote sessions.
• Identify and escalate issues in a timely manner to vendor according to process guidelines.
• Lead service restoration/incident resolution during MIs (major incidents).
• 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 technology 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).
• Handle Problem Management, Post Incident Reviews, and RCA.

Technical Skills VMWare:

• Advanced skills in the following VMware components:
• Admin, Operate and Manage vSphere Datacenter.
• Experience in ESXi and vCenter upgrades.
• Experience in ESXi command line interface.
• Experience in vCenter HA, DRS, and other cluster features.
• Experience in Virtual Machine operations and configurations.
• Experience in vSphere Performance Monitoring and Performance Chart.
• Experience in vSphere Networking, Standard Switch, Distributed Switch (VDS).
• Experience in vSphere Storage.
• Good understanding of VMware SRM and vSAN.
• Advanced skills in VMware NSX.
• Advanced skills on VMware Cloud Foundation.
• Advanced understanding of Linux, DHCP, DNS, Active Directory/LDAP, NFS technologies. Expert on one or more infrastructure components - Compute, Storage (iSCSI & FC), Network. Understanding of Docker containers. Understanding of scripting (Shell, Python, VMware PowerCLI). Basic understanding of cloud management tools such as OpsRamp, Logz.io, Aruba Fabric Composer, Morpheus

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.
• Certification on the latest track like VMware VCP/vSAN, ITIL is an advantage.
• Flexible to work in 24/7 support environment.
• Minimum level should be ENT if applying as part of Internal Job Posting.

Additional/Non-Technical Skills:

Excellent communication skills. Ability to work in a cross-functional team. Understanding of CI/CD and DevOps methodologies. Ability to work in a fast-paced, iterative environment. Ability to influence and drive change. Ability to provide technical leadership.

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.