Senior Monitoring Engineer

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:

The Senior Monitoring Engineer is responsible for overseeing all aspects of L1 Delivery and training process as well as supporting management with operational and administrative activities. The Senior Monitoring Engineer is also a key knowledge holder and participates in all daily operational activities by supporting MS ITOC Sofia customers.

How you will make your mark:

• Deliver 24/7 strategic account support by proactive monitoring of customer IT Environment.

• Timely track and respond to customers inquiries, provide resolution, working closely with end customers and senior Engineering staff within the team or other departments

• Manage professionally customer expectations
• Keep customers informed, sets and follows commitments, keeps precise case documentation and case ownership
• Coordinate support activities to ensure business requirements are met.
• Oversee day-to-day operations, identify areas of improvement and address them directly and report them to management.
• Ensure that incidents have been correctly assigned to their queue and that the incidents are appropriately being worked and resolved.
• Reviews assignments and re-balances support responsibilities to meet demand.
• Reviews Incidents (with assignees) that are approaching, at or past resolution due dates.
• Guide and mentor team members to achieve goals and creates a positive environment during shifts.
• Supervises team members duties and performance, providing feedback where necessary and reporting team strengths and weaknesses to management.
• Monitor team performance and report on delivery metrics.
• Leading the newcomers’ trainings, evaluating performance and providing feedback. Optimizing the onboarding process based on the business requirements.
• Lead and contribute to different types of internal projects related to continual improvement, including, but not limited to improving product support, customer satisfaction and team efficiency etc.
• Support management with administrative duties, based on the business needs.
• Coordinates operation strategies and activities to ensure the delivery of outstanding customer service while adhering to the company guidelines and requirements.
• Participate in internal quality, process and practice improvement projects.
• Supporting management with daily tasks and shift plan scheduling.

About you:

• Bachelor/master degree or in process of obtaining
• Professional experience: 2-5 years in customer support environment
• At least 3 years experience in the IT industry
• Previous Supervisory Experience Preferred
• Fluent in written and verbal English
• Strong leadership and mentoring skills with the ability to motivate and develop team members.
• Customer-focused mindset with a commitment to service excellence.
• Ability to prioritize, organize, and coordinate activities in a fast-paced 24x7 environment.
• Proactive approach to continuous improvement, collaboration, and change management.
• Analytical skills, ability to isolate and solve problems and to follow predefined process,
• Excellent communication and leadership skills
• Organizational and time-management skills
• Experience with organizing and leading training programs
• Effective Team Work and Collaboration skills
• Industry Technical Knowledge
• MS Office
• Service Now

Accessibility

HPE is committed to creating an inclusive and accessible workplace and encourages applications from all qualified individuals, including those with disabilities. If you believe you require accommodation during any stage of the application or interview process, please submit your request by completing our secure form linked here.

Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability.

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:

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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.