Cloud Customer Services

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.

Job Family Definition:

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.

What you'll do:

• Provide enterprise-level assistance to our customers using the IT operations platform.
• Diagnose and troubleshoot product issues/questions and help our customers leverage the product effectively.
• Resolve product issues and responding to any product questions from customers.
• Use email and phone communication to provide clear, written instructions and technical manuals.
• Be the person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.
• Ask customers targeted questions to quickly understand the root of the problem.
• Give walkthroughs to clients, either via phone, email, or chat, until resolution is achieved.
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers).
• Provide prompt and accurate feedback to customers.
• Refer to the internal database or external resources to provide accurate tech solutions.
• Ensure all issues are properly logged.
• Prepare accurate and timely reports.
• Document technical knowledge in the form of notes and manuals.

Education and Experience Required:

• Bachelor’s degree in a related area of study with typically 6+ years’ experience, master’s degree desirable.
• Relevant industry qualification where applicable.

What you need to bring:

• Proficiency in Hybrid cloud platforms such as HPE Greenlake, Azure Stack HCI, as well as good knowledge of any of the public clouds, i.e. Amazon Web Services (AWS), Microsoft Azure, or Google Cloud Platform (GCP).
• Understanding of cloud architecture, implementation, and services; good knowledge of building blocks from computing, storage, networking, and databases.
• Strong knowledge of both Linux and Windows operating systems.
• Strong knowledge of Virtualization and Container platforms.
• Implementation level understanding of networking components such as DNS, TCP/IP, VPNs, firewalls, and network security products.
• Ability to troubleshoot network and general connectivity-related issues in a cloud environment.
• Experience with DevOps framework and toolsets.
• Experience with automation tools and frameworks like Ansible, Chef, or Terraform.
• Microsoft, Cisco, Linux or similar certification is a plus.
• Proven knowledge as a Technical Support Engineer, Help Desk Technician or similar role.
• Basic knowledge on Windows / Linux / Mac OS environments
• Ability to research and identify solutions to reported issues.
• Ability to diagnose and troubleshoot technical issues, including setup and configuration.
• Ability to prioritize and manage several open issues at one time.
• Willingness to work in shifts.
• Managing and maintaining cloud infrastructure, ensuring optimal performance, and implementing security measures.
• Understanding of cloud security best practices and compliance standards.
• Experience with security tools and technologies like Identity Access and Management (IAM), encryption, and intrusion detection systems.
• Familiarity with monitoring tools like CloudWatch, Azure Monitor, or Prometheus.
• Ability to analyze performance metrics and implement optimizations.

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.

Let's Stay Connected:

Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE.

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HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity.

Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.

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All legitimate job opportunities will come through official company channels, and candidates are responsible for verifying the credentials of any third party claiming to represent the company. Any reliance on fraudulent communication is at the individual’s own risk, and HPE disclaims legal liability for any resulting damages. If you suspect recruitment fraud, do not share personal information or make any payments and report the incident to your local authorities immediately.