Solution Support Engineer / DPCE

CDS, an HPE company ,(CDS) is a wholly owned subsidiary of Hewlett Packard Enterprise (HPE), providing field service capabilities to HPE customers as well delivering the difference in business oriented services, such as development, support and maintenance of applications, virtualisation, automation, cloud and infrastructure administration.

CDS is present in 11 European countries with more than 1600 employees and embraces all of HPE’s values and commitments to employees and customers alike.

Key Responsibilities

• Maintaining a private cloud infrastructure in operational condition
• Handling and resolving Level 2 incidents across the entire infrastructure.
• Ensuring the availability, performance, and security of critical platforms in a fully isolated environment (with no internet access or external networks).
• Participate in 24/7 on‑call rotations and respond to major incidents, including those in the data center.
• Lead incident, change, and problem management (ITIL) with technical leadership.
• Collaborate with internal teams and vendor support (including Broadcom, CommVault, HPE, etc.).

Recurring activities

• In‑depth diagnosis and troubleshooting of complex incidents (log analysis, metrics, and correlations) in an offline environment.
• Incident resolution across various layers: virtualization, storage, networking, backup, containers, and directory services.
• Ticket management via ServiceNow (HPE) and ServiceNow/Jira (GB) pending the EasyVista connector.
• On‑site interventions in the data center (HPE hardware maintenance, cabling, OneView monitoring).
• Automation and scripting of recurring tasks.
• Updating technical documentation

Responsibilities

• Provide Level 2 support for coordinating, analyzing, and resolving incidents with the Level 1 team, and serve as the primary point of contact with Level 3 experts and engineering.
• Strict adherence to SLAs, MCO procedures, and enhanced security requirements.
• Coordinate and oversee technical escalations.
• Maintain compliance and security.

Key interactions

• Internal: L1/L2 teams > L2 leads provide support to L1 teams to ensure 24/7
• Support continuity Internal: L3, engineering, and account teams
• Customers: SD customers with dedicated secure processes

Required Skills And Knowledge

• Cloud & Virtualization: Expertise in the principles and architectures of private cloud, multi-tenant environments, VMware (ESXi, vCenter, NSX), and Kubernetes.
• Systems: Advanced administration of Windows Server and Linux.
• Networking: Solid knowledge (Aruba Fabric highly preferred).
• Tools & Monitoring: OpsRamp, ServiceNow, Jira, ITIL, HPE OneView, Windows AD, OpenLDAP, HashiCorp Vault, Tenable.
• Data Fabric: Knowledge of HPE Ezmeral Data Fabric (preferred).
• Automation: Scripting (Python, PowerShell, PowerCLI) and API usage
• HPE GreenLake (PCE)
• Documentation on Confluence

Soft Skills & Qualities

• Excellent analytical and troubleshooting skills in a high‑pressure environment.
• Strong proficiency in searching, analyzing, and correlating logs.
• Diligence, independence, composure, and the ability to prioritize under pressure.
• Ability to work with a high level of confidentiality and security.
• Technical leadership, teaching skills, and a team‑oriented mindset.
• Proactive approach

At CDS we are an equal opportunity employer. We attract and retain the best qualified individuals available, without regard to race/ethnicity, religion, gender, sexual orientation, age or disability.