Own and lead the actions necessary to manage a case according to the committed SLO. Act as HPE technical interface and problem handling focus point for the support delivery team, and the R&D team Participate in problem diagnosis or isolation (use available analysis tools and KM materials, capture information in log file) Interact with next level of support (portfolio R&D at L3 or CPE) Raise escalation as required and participate in escalation resolution Facilitate with R&D team with date for Root Cause Analysis when needed Coordinate with other local HPE resources (e.g. 9W support teams) when necessary Demonstrate high customer facing skills and the ability to work under pressure Inform customers about support case survey, proactively trigger the survey when the system is enable to support this and encourage the customer to respond. Manage cases in call handling system as defined by the CMS support processes Participate to queue monitoring, stand-by duty, follow the sun teams. Act as the Customer Support Technical Lead (CSTL) when this is sold to the customer Proactively acquire and maintain in-depth technical knowledge of the products in scope of the teams responsibility to enable troubleshooting of complex problems Capture solutions to issues to enhance the CMS Support knowledge bases (KM) Ensure compliance with HPE policies (including SBC, travel and GDPR requirements) Ensure that assets are maintained and used in accordance to HPE policies On exceptional basis, validate patches and changes from R&D prior to officially releasing them to customers Work with a continuous focus on the customer and take the appropriate actions to keep Customer satisfaction high. Propose improvement to software quality and support processes working with Quality representative for the aligned part of the portfolio and where appropriate participate in the agile cycle for product releases. If you have: Education and Experience Required: Holding a Bachelor?s engineering degree or equivalent experience and a minimum of 5 years of experience or a Master?s degree and 3 years of experience. At least 5 years of experience in software support, especially for telecommunication customers Primary skills: Java based telecommunications software troubleshooting skills Secondary skills: OpenShift, containers, database troubleshooting skills Analytical problem solving skills Problem reproduction skills on lab setup Fluent in English Strong interpersonal and communication skills achieving personal and group productivity through networking and teamwork. Customer interaction to promote customer-oriented responsiveness Microsoft Office tools end-user knowledge, for technical writing and reportsKnowledge and Skills: Telecommunications market knowledge Customer first acumen and drive Intense technical curiosity
HEWLETT-PACKARD (M) SDN BHD
Bachelor's or Equivalent