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 7+ years of experience in Enterprise technical support environment

• Relevant certification on the latest track like RHCE/Oracle Enterprise Linux /ITIL will be an added advantage.

• Flexible to work in 24X7 support environment