Managed Services - Incident Management Specialist

Managed Services - Incident Management Specialist

This role has been designed as 'Onsite' with an expectation that you will primarily work 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:

Managed Services provides remote (offsite) services including Monitoring, Administration and Operations for customers, who add MS on top of a Complete Care agreement. We are looking for a Compute or Storage Subject Matter Expert to become part of our team.

Responsibilities:

Work-shift – must be available for any shift, as our team works 7*24.

Will have responsibility for operation and administration of servers and storage equipment in the customers datacenters.

Service requests and incident resolution. Documentation, SLA commitment, etc.

Education and Experience Required:

First Level University degree: a) technical, b) non-technical (i.e., Bachelor of Arts/ Science). Typically 3-4 year completion beyond High School level, BA/BS or equivalent experience.

5-7 years experience in relevant technologies and customer environments.

Relevant industry qualification where applicable.

Knowledge and Skills:

Expert knowledge of HPE Storage or Compute systems

Expert knowledge of Linux.

Linux scripting experience.

Knowledge of Windows

Excellent verbal and written communication skills in language to be supported.

Advanced troubleshooting skills in a technical environment.

Excellent analytical and problem solving skills.

Advanced Software and hardware knowledge of computing, storage and peripheral devices.

Specific knowledge and training with the company's products. Knowledge of multiple product lines (for example, proactive, reactive, storage, enterprise systems, tier 2 or 3 support, etc.).

Advanced proficiency with case management databases and tools.

Superior customer service skills.

Phone and remote support experience. E-support experience, knowledge and resolution ability.

Ability to solve and document solutions for usage of other technicians and customers.

Ability to mentor new agents.

Ability train peers on solutions.

Ability to take full ownership for resolution with escalated customers.

Ability to lead technical action plans.

Lead or provide expertise to teams or projects.

Highly Developed knowledge of more complex solutions.

ITIL Certification is desired

Additional Skills:

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 (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity

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.