Job Profile Educational Qualification : Technical Diploma / Graduate or Engineering from a recognized University
Skills Technology Windows 2k3/2k8/2k12
Certifications Relevant industry certification MCP / MCSE
Experience level 8+ years in relevant technology
Working on L2/L3 elevated incidents
User administration Requests - Creation /Deletion / Modifying of users and group memberships
Upgrading of Monitoring tools
Server Decommission Requests
RTPA for New CIs
Performing health checks after implementing all changes
Install HP SRA tools (OVO/OVPA/ACF /ESM/HPSA etc)
Implement change tasks that are assigned to L2 queue. E.g. :
Patching activity, Upgrading drivers and firmware using SOPs & Disk expansion using SOPs
Analyze incident trend and raise a Problem ticket to L3
Hardware Call logging process
General System Administration includes
Service / Server Hung issues
Moving the cluster resource to another node
OS performance issues ; Capturing Performance logs as advised By L3
Preparing Incident report for P1/P2 issues
Performing Initial Root cause , update findings in Incident ticket and elevate to L3
Advance troubleshooting on Low disk space and OVO related issues
Attending the CAB and TAB Meetings wherever required.
Use and Update the tickets in the Workflow Tools like Torque, SM9, OVSC etc. on the status of the Server Builds
Create / Update each change in 4-Eye portal.
Coordinating with customer and engaging Hardware CE to fix faulty Hardware
Attending Internal Delivery Meetings between L2 and L3 conducted by DL / TL
Incident Management: Resolve most technical incidents independently within your technical area. Work with team members to resolve more complex or cross-technology incidents.
Escalation Management: identify potential escalations and alert management proactively.
Problem Management: Begin to proactively and reactively provide solutions to prevent problems from occurring in area of responsibility.
Change Management/Implementation: Independently review, implement, and verify changes/solutions of moderate complexity and risk to meet customer and/or trade/HP Information Technology (HPIT) infrastructure needs within area(s) of technical responsibility.
Patch and Security Management: Apply patch and security changes per policy. Proactively monitor the environment for patch compliance.
Configuration Management: Ensure Configuration Management Database (CMDB) entries are complete and accurate.
Solution Design: Apply HP solutions to meet moderately complex customer and/or trade/HPIT infrastructure needs within area(s) of technical responsibility.
Quality: Provide continual improvement recommendations/direction setting advice within work team.
Project Management: Participate in customer and internal projects, including transformation. Lead projects from own responsibility area.
Customer Relationship Management: Balance internal needs with customers and/or internal businesses/end users needs within defined parameters.
Teamwork: Work as part of a team, which may be virtual, global, and/or multi-functional. Seen as a resource to the team within area of technical responsibility. Typically advises or sets direction for:
Must be a Service and Customer orientated team player. Flexible, self-motivated with the ability to work under pressure in an International and culturally diverse organization.
Must possess the ability to prioritize and perform multiple tasks.
Good motivational skills plus verbal and written communication skills, strong command of English Language. Must be additionally fluent in at least one of the common languages of the supported customer (dependant on region). Fluent in local languages advantageous.