BCS HPUX HP9K Engineer

Job description

Job Description
- BCS Profile
The Customer Solution Center engineer is responsible for the complete resolution of complex problems in large enterprise level, mission critical storage environments.
 
Must Have 
HPUX 11iv3
HP Integrity Servers
HP Integrity Blades
HP 9000 PA-RISC
HP Superdome 2 servers
Serviceguard / HPUX vPar / Integrity VM products
HP software products  LVM / Ignite
 
Qualifications
Technical Diploma only (10 2 3) , Bachelor’s degree or Master's Degree in Technical Discipline
 
Experience Required:
3-5 Years hands on experience in Service & Support on Low end, Mid-Range and Higher Cell Based HP PARISC, Integrity Servers, Superdome 2 and Blade Servers.
1-2 years of Field support experience preferred.
Troubleshooting experience on Blade enclosures and Blade networking
Troubleshooting experience on HPUX up to 11iv3 and Linux flavors
Troubleshooting experience on HPUX software’s such as LVM and Ignite UX
Troubleshooting experience on High Availability products such as HP Serviceguard and Linux cluster.
Troubleshooting experience of Virtual Partitions and HPVM
 
Responsibilities
Provide Remote Storage Hardware & Software support to MC Customers, Field CE's, Escalation Engineers, Reseller/VAR as well as L1 Engineers, Diagnose and solve the Incidents/Issues via phone and email.
Candidate should perform the Problem resolution, Interface with Onsite Engineers, Account Support Managers, Escalation and Elevation management
Understanding criticality of issue and business impact by demonstrating mission critical mindset & work to identify the cause of the issue in the shortest/quickest path.
Provide immediate technical response and expertise in restoration of customer High availability environments.
Applying systematic problem solving techniques, high quality call documentation, and superior can-do attitude.
Develop and document clear action plans to resolve issues even where information may be limited.
Be fully aware of the business impact of ongoing issues and thus keep customers/account team updated of all action plans and developments during the resolution process.
Delivers timely solutions to customer issues and meets the defined SLAs for response and resolution time and other Performance metrics are met /exceeded.
Collaboration with other cross functional groups – i.e. L2, L3 , Labs , Call Management, Resource control to ensure timely resolution of issues
Participate / prepare Post Incident Reviews with ASM/Account Team as required.
Aptitude towards problem solving and Troubleshooting skills on Tape Libraries, Library Management software, SAN connectivity, backup software etc., including log analysis.

Desired profile

Experience:
·         Qualified candidates will need BE/BCA/B.sc in Computer Science or Electronics 
·         Preferred: BE in Electronics or Computer Science.
·         Ideally 6-7 years’ experience in service and support on Server products.  
·         Experience and/or training in customer service, and the ability to multi-task.
 
 
Qualifications:
·         Exceptional customer management and communication skills, both verbal and written, as required understanding customer needs and ensuring clarity on status of technical problems. Experience with a Case Management  system is a plus. (Ideally GCSS/Clarify
- OPT)
·         Good English skills (90-100% of the communication inside the team and to outside is English).
·         Further European language fluency would be seen as a bonus.
Flexible to changes of processes and products to support.
 
Not Applicable