DC OSS - Network

Key Responsibilities

  • Provide HPE customers & Engineerstroubleshooting & support in the areas of HPE Networking andrelated areas.
  • Operate, Administer and Govern customer networksetup.
  • Specifically:
  • Provide leadership in technical problemmanagement and the resolution of all issues, working closely with end customersand HPE remote and field support staff.
  • Develop action plans to investigate and resolvecomplex issues/problems and clearly communicate these to engineers, customersand/or relevant managers;
  • Participate in after-hours remote supportrosters;
  • Identify and contribute to projects to improveproduct support, customer satisfaction and team efficiency;
  • Be aware of, and contribute to the improvementof, team performance as measured in the team Business Fundamentals Tables(BFT).
  • Technical writing skills will be required topublish Issue resolution documents (KM & KT)
  • Required to communicate effectively withTechnical and Non-Technical stakeholders and should have the ability to drivethe conversation/discussion
  • Must be able to interact with colleagues fromdifferent countries and background (own team, members of SC and Product Divisions)
  • Participate/Drive ITIL based change management,Problem management, incident management.

Technical Skills

  • Broad technical knowledge of Networking andNetworking Solutions
  • Core technical knowledge on HPN, Cisco, Arubaand related networking product and technologies
  • Deep technical understanding of Routing,Switching, Wireless, Security and Network management
  • Good Knowledge and understanding of networkinghardware and architecture
  • Understanding of Windows and other operatingsystems preferred
  • An up-to-date knowledge and understanding ofyour employer’s business and industry needs, as well as the technical demands;
  • To recognise the importance of customer focusand/or of serving the needs of the end user;
  • excellent communication skills, particularly theability to communicate with staff who are not technically trained;
  • The skill to take on a variety of tasks and payattention to detail;
  • analytical and problem-solving ability;
  • Teamwork skills and the ability to feelcomfortable working with different teams, clients and groups of staff across anorganisation;
  • Organisational skills and the ability toprioritise your workload.

Preferred

  • Good understanding of Networking Technologies, Service and Support of Networking products from:

HPN – Procure (Routing & Switching,Wireless, Network management (PCM IMC)

Cisco, Ruckus – Routing & Switching,Wireless, Security and Network management

Aruba – wireless devices, Airwave

  • ITIL V3 foundation certification

Experience /Knowledge

  • 2-5 years of demonstrated experience in Networktroubleshooting including service and support on networking products suchas routers, switches, wireless controllers, firewalls etc.
  • Ability to isolate and solve complextechnical/business problems with the ability to interact with people(customer and internal HPE) at all levels, across a geographic region.
  • Demonstrate strong written and verbalcommunication skills.

Education/ Certification

  • Good to have Certifications like: HPN AIS orATP/ASE, Cisco CCNA or similar level certification.
  • Preferred certifications like HP ATP, HP ASE,CCIE, CCNP, Any Aruba certification like ACMA/ACMP

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