Full Job Description
Our new innovative IT services organization is HPE Pointnext. We have the expertise to advise, integrate, and accelerate our customers’ outcomes from their digital transformation.
The Role:
Within the family there is a range of technical and managerial customer on-site functions. The family of jobs is focused on managing the onsite delivering of software services, pre-sales, post-sales or service delivery support, installation and configuration for customer environments. The jobs solve various business systems, networking and applications problems for standard industry servers, specialized or complex clustered environments. Deliver reactive and proactive activities according to Service Level Agreement to ensure customer satisfaction and loyalty. Provides direct post-sales systems onsite technical support for reactive and proactive customers. Each position maintains a high level of customer satisfaction by ensuring clear business and technical solution alignment, clarifying customer needs and ensuring that they are met. Jobs are responsible for company Total Customer Experience as well as the revenue growth, profitability, and account retention.
Key Responsibilities:
Manage SOW & SLA signed with customer
Proactive monitoring of SLA’s to avoid Penalty
Monthly customer reviews & Update on MOM’s
Tracking of S1 calls till closure to avoid impact on operations
Weekly Team calls to understand their challenges & action to resolve them
Support onsite L1 engineers for Redhat Virtulization, RHEL 7, Commvault backup & any other change requirements from customer
ITIL Based service operations
Vendor management for HPE Supplied products
Monitor & Review Daily Incident & Firewall reports
Criteria:
Graduate engineer (preferably Computer Science or Electronics & Telecommunications) from a recognized institute/university.
Experience of more than 5 years in supporting a multi-location IT/ICT infrastructure that has more than 1000 users.
Experience of working for 2 years on processes based on ITIL framework
Location – Within 20 KMs from Belapur, Navi Mumbai.
Join us and make your mark!
We offer:
Then let’s stay connected!
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HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT and Affirmative Action employer. We are committed to diversity and building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global diverse team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together.
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This role has been designated as ‘Edge’, which means you will primarily work outside of an HPE office