IT Operations Service Delivery

Description -

Job Summary
This role is responsible for monitoring systems, detecting performance issues, and resolving technical problems using established protocols. The role engages in addressing customer issues and inquiries to ensure utmost customer satisfaction. The role conducts routine installations and configurations and executes scripted change management activities while adhering to incident, change, and problem management processes. The role consistently meets production goals, aligns work with strategy, maintains data confidentiality, and supports department-level operational plans with minimal supervision.

Responsibilities

• Monitors systems to detect performance issues and resolves technical problems on assigned hardware and software platforms/applications using established protocols.
• Identifies incident trends for the purpose of escalating incidents, adhering to strict timeframes, and following established protocols.
• Conducts routine installations and configurations and proficiently assembles and integrates system/products, all in accordance with standard protocols.
• Responds to common service, product, technical, and customer-relations inquiries, addressing problems promptly and appropriately, thereby ensuring a high level of customer satisfaction.
• Executes approved and documented scripted change management activities, adhering rigorously to incident, change, and problem management processes to maintain service quality and compliance.
• Maintains daily production goals and consistently exceeds contract-required response times, ensuring high-quality service delivery.
• Aligns individual work with strategy, collaborates with teams to enhance operations and implement process improvements to standardize processes globally.
• Adheres to established standards, ensuring data confidentiality, and supports execution of business processes with independent judgment.
• Completes process-oriented assignments, shares technical information, and supports department-level operational plans.
• Identifies and solves varied problems and completes day-to-day tasks with forward planning and minimal supervision.

Impact and Scope
Impacts multiple teams and acts as a project leader providing direction to team activities and facilitates information validation and team decision making process.

Complexity
Works on assignments that are moderately complex in nature and require intermediate problem resolution.

Minimum Qualifications

• High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.
• 4+ years of related work experience, preferably in maintenance, quality, or a related field.

Knowledge and Skills Required

• Agile Methodology
• Amazon Web Services
• Auditing
• Automation
• Business Process
• Business Requirements
• Change Management
• Computer Science
• Data Analysis
• DevOps
• Finance
• Information Systems
• Information Technology Infrastructure Library
• IT Service Management
• Linux
• Microsoft Azure
• Project Management
• SAP Applications
• Scrum (Software Development)
• Technical Support

Cross-Org Skills Required

• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Benefits

The pay range for this position is $24 to $34 USD per hour (applies to United States of America candidates only). Pay varies by work location, job-related knowledge, skills, and experience.

HP offers a comprehensive benefits package for this position, including:

• Health insurance
• Dental insurance
• Vision insurance
• Long term/short term disability insurance
• Employee assistance program
• Flexible spending account
• Life insurance
• Generous time off policies, including;
• 4-12 weeks fully paid parental leave based on tenure
• 13 paid holidays
• 15 days paid time off (US benefits overview)

The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

Disclaimer
This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

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Equal Opportunity Employer (EEO) -

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"