Cloud Customer Services

Cloud Customer Services This role has been designed as 'Hybrid' with a requirement that you will work on average 2 days per week from an HPE office.

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.

HPE Operations is our innovative IT services organization. It provides the expertise to advise, integrate, and accelerate our customers’ outcomes from their digital transformation. Our teams collaborate to transform insight into innovation. In today’s fast paced, hybrid IT world, being at business speed means overcoming IT complexity to match the speed of actions to the speed of opportunities. Deploy the right technology to respond quickly to market possibilities. Join us and redefine what’s next for you.   Job Family Definition: Solves technical issues across a broad range of technologies (Servers, Storage, Network and SAN) providing Cloud Services solutions for customers. With in-depth engineering level technical product skills or skills across related technologies, applies advanced troubleshooting techniques and solution-oriented, data driven approaches to proactively identify and correct service degradation issues for customers. Beyond the break-fix model, takes end-to-end ownership and communication (internal and external) of the solution from deployment to end-of-life using established clusters of activities which produce a defined outcome. Responsible to monitor, manage and administer the health, capacity & performance of Cloud Services. Architects and develops tailored solutions through a variety of customer contact channels in a hybrid environment: on-site and remote. End-to-end ownership to advise & optimize (internal & external) on application best practices, infrastructure optimization & continuous improvement, compliance & security management, and new services. Typical tasks may include incident & problem resolution, and change, performance & capacity management.

Provide enterprise-level assistance to our customers using the IT operations platform.  Diagnose and troubleshoot product issues/questions and help our customers leverage the product effectively. Resolve product issues and responding to any product questions from customers.  Use email and phone communication to provide clear, written instructions and technical manuals. Be the person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems. Ask customers targeted questions to quickly understand the root of the problem. Give walkthroughs to clients, either via phone, email, or chat, until resolution is achieved. Properly escalate unresolved issues to appropriate internal teams (e.g. software developers). Provide prompt and accurate feedback to customers. Refer to the internal database or external resources to provide accurate tech solutions. Ensure all issues are properly logged. Prepare accurate and timely reports. Document technical knowledge in the form of notes and manuals.

Required: Bachelor’s degree in a related area of study with typically 6+ years’ experience, master’s degree desirable. Relevant industry qualification where applicable. What you need to bring: Proficiency in Hybrid cloud platforms such as HPE Greenlake, Azure Stack HCI, as well as good knowledge of any of the