L3 Network Engineering (imac)

Job Description
Apply advanced technical knowledge to operate one or more technology areas (e.g. server administration, technical security management, performance management) or customer groups that are critical or high-risk. Integrate technical knowledge and business understanding to create superior solutions for HP and for customers.
Incident Management: Resolve single- and cross technology incidents independently. Work with team members to resolve unusually complex or cross technology incidents.
Escalation Management: identify, manage, and lead escalations through L3. Work with others to help manage escalations through L5.
Problem Management: Proactively and reactively look for solutions to prevent problems from occurring in team/technology area.
Change Management/Implementation: Independently review, implement, and verify changes/solutions of high complexity and risk to meet customer and/or trade/HP Information Technology (HPIT) infrastructure needs. May lead or participate in a Change Advisory Board.
Patch and Security Management: Apply patch and security changes per policy. Proactively monitor the environment for patch compliance. Analyze patches for compatibility with each customer or internal infrastructure environment.
Configuration Management: Ensure Configuration Management Database (CMDB) entries are complete and accurate.
Solution Design: Apply HP solutions to meet highly complex customer and/or trade/HPIT infrastructure needs.
Quality: May provide feedback/influence change in internal and/or vendor-provided products/service offerings.
Project Management: Participate, propose, and/or lead customer and internal projects across technology customers and/or internal businesses/end users areas, including transformation.
Customer Relationship Management: Influence with customers and/or internal businesses/end users regarding operational details, solutions, and proposals. Becoming a trusted advisor to the customer.
Teamwork: Work as part of a team, which may be virtual, global, and/or multi-functional. Lead teams which address operational processes and policies in work area. Seen as a resource to the team in one or more technical or business areas. Becoming a trusted advisor inside and outside the team/technology area. Typically advises or sets direction for:
Group(s) of customers with similar needs
Desired Profile Education and Experience Required:

Bachelors degree in Computer Science, Engineering, Business, or related field or equivalent work experience. May have Masters degree in related field. Often holds entry-level certification(s) in work field. May hold intermediate-level certification(s) in work field. Typically 5+ years of relevant experience

Knowledge and Skills Required:

Typical skills include:
(strong) understanding of technology in direct responsibility
(developing) understanding of other technology sub-areas
General understanding of related technologies
(strong) Customer Service
General Project Management
(developing) Influencing Others
(developing) Customer/Vendor Management
(developing) Business Analysis
(developing) General Financial Management
Experience 5 - 7 Years
Industry Type IT-Software / Software Services
Role Technical Support Engineer
Functional Area IT Software - Network Administration, Security
Education UG - B.Sc - Computers, B.Tech/B.E. - Any Specialization
PG - M.Tech - Any Specialization, M.Sc - Any Specialization, Computers
DOCTORATE - Doctorate Not Required
Location Bengaluru/Bangalore
Keywords L3 Network Engineering, Network Engineering, Customer Service, Project Management, Financial Management, Customer Relationship Management, Solution Design

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Hewlett-Packard India Pvt Ltd

Job Posted today