Private Cloud Support Specialist (CSP) / Spécialiste Support Technique Cloud privé H/F

Overview

Lead service restoration/incident resolution during MIs (major incidents). This role is designed as onsite with an expectation that you will primarily work from an HPE office.

Responsibilities

• Attend daily standups/scrums.
• Respond to service alerts and take remedial actions.
• Follow Change Management processes and procedures.
• Resolve customer’s issues via telephone, email, or remote sessions.
• Identify and escalate issues in a timely manner to vendor according to process guidelines.
• Lead service restoration/incident resolution during MIs (major incidents).
• 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 technology 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).
• Handle Problem Management, Post Incident Reviews and RCA.

Qualifications

• Bachelor’s degree in engineering (or Equivalent).
• Minimum 7 years of relevant experience in Enterprise Managed Service environment.
• Certification on the latest track like VMware VCF stack. ITIL is an advantage.
• Flexible to work in 24/7 support environment.
• Minimum level should be ENT if applying as part of Internal Job Posting.
• Fluency in French and English languages is required.
• Must be willing and eligible to undergo appropriate security clearance process.

Technical Skills

• Advanced skills in VMware components including Admin, Operate and Manage vSphere Datacenter; ESXi and vCenter upgrades; ESXi CLI; vCenter HA, DRS and other cluster features; Virtual Machine operations and configurations; vSphere Performance Monitoring and Performance Chart; vSphere Networking (Standard Switch, Distributed Switch); vSphere Storage; SME in VMware SRM and vSAN; Advanced skills in VMware NSX; VMware Cloud Foundation.
• Advanced understanding of Linux, DHCP, DNS, Active Directory/LDAP; NFS technologies. Expertise in Compute, Storage (iSCSI & FC), Network. Understanding of Docker containers. Scripting (Shell, Python, VMware PowerCLI). Familiarity with cloud management tools such as OpsRamp, Logz.io, Aruba Fabric Composer, Morpheus.

Additional/Non-Technical Skills

• Excellent communication skills.
• Ability to work in a cross-functional team.
• Understanding of CI/CD and DevOps methodologies.
• Ability to work in a fast-paced, iterative environment.
• Ability to influence and drive change.
• Ability to provide technical leadership.

What We Can Offer You

Health & Wellbeing: We strive to provide a comprehensive benefits suite supporting physical, financial and emotional wellbeing.

Personal & Professional Development: We invest in your career with programs to help you reach career goals.

Unconditional Inclusion: We are unconditionally inclusive and value varied backgrounds. We have flexibility to manage work and personal needs and aim to be a force for good.

Let’s Stay Connected: Follow @HPECareers on Instagram for updates on people, culture and tech at HPE.

Equal Employment Opportunity

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. Our goal is to be one global team representative of our customers in an inclusive environment where we can innovate and grow together. For more details, please refer to our EEO policy.