At Hewlett Packard Enterprise, we bring together the brightest minds to create breakthrough technology solutions that advance the way people live and work.
What sets us apart? Our people and our relentless dedication to helping our customers make their mark on the world.
We are a team of doers, dreamers and visionaries; inspired by our purpose and driven by our strategy. We live by our three values : partner, innovate and act.
Our legacy inspires us as we forge ahead, always pushing to discover what’s next. Every day is a new opportunity to advance and grow ourselves, our company and the industry.
Some people call it an obsession, we call it a way of life.
What you need to know about the job
Hewlett Packard Enterprise (HPE) advances the way people live and work. We bring together curious minds to create breakthrough technology solutions, helping our customers make their mark on the world.
Our Communications & Media Solutions (CMS) business brings digital transformation expertise of over 30 years to telecommunications and media companies.
We help communication service providers solve their most pressing business problems every day. We are driven to innovate, delivering solid solutions to an industry in constant transformation.
We believe in the power of collaboration and building long term relationships with our telecommunication customers and partners.
Act Innovate Partner are the values we live by.
Primarily responsible for the operation of CMS As a Service solutions according to Service Descriptions and Customer commitments during the period that they are on shift.
24x7 eyes on glass on Application / Cloud Monitoring
Proactive Monitoring and Management with Cases also received from Customer or Project Teams via standard Support Interfaces
Deploy Patches or Configuration Changes as per Support process and R&D recommendation
Owns the operational process and maintains up to date documentation
Responsible for all 3rd party application management that are part of CMS as a service’ product
Create and deliver to customers on a monthly basis, the performance, capacity and consumption reporting as part of the agreed governance, enabling proper customer invoicing
For all CMS products as a service’ hosted on the Public cloud (ie. AWS), the SaaS Operations engineer’s responsibility is to ensure the operations & monitoring of the Public Cloud to assure the SLOs committed to the customer, liaising all the necessary processes with the cloud provider.
Perform product SW upgrades to the latest version released by R&D seamless, automatic and with no service disruption to the customer, taking advantage of the CI / CD framework
Create Playbooks / Runbooks in close collaboration with R&D with required steps and actions to successfully respond to specific incidents, with a simple step-by-step, top-down approach to implement the appropriate response to incidents
Responsible for the Backup & Restore policy for both Public & Private cloud, ensuring periodic audits to the respective Runbooks
Education and Experience Required :
Bachelor's degree preferred or Associate degree holder (technical field) with 4-6 years working experience in related fields desired.
Knowledge and Skills :
Well versed in core technical competencies (OS, networking, Cloud technologies).
Experience in cyber security, being able to perform audits, implement detection measures and suggest improvements
Communicate effectively and tactfully to technical level, first- and middle-level management within an organization.
Excellent verbal and written communication skills in English and Portuguese is mandatory.
Experience in troubleshooting in a technical environment.
Excellent analytical and problem solving skills.
Familiar with cloud technologies (AWS ; Azure ; GCP)
Advanced proficiency with case management databases and tools.
Superior customer service skills.
Active listening skills and ability to adjust messages to audience level.
Problem-solving skills (proactive, reactive and creative).
Able to identify alternative actions, sets appropriate priorities and identifies creative and practical solutions.
Technical background or significant technical understanding to communicate with customers and technicians for problem determination and solution implementation.
Able to suggest operational efficiencies.
What we can offer you :
Extensive benefits, a competitive salary and participation in the shared values and purpose that make Hewlett Packard Enterprise one of the world s most attractive employers! At HPE, our goal is to provide equal opportunities, flexible work-life balance, and constantly evolving career growth.