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HP hiring Network Operations Engineer – September 01, 2014

Should be flexible to work in either APAC (early morning) & EU (afternoon) shifts on rotation. Should be available to work on weekend as per scheduled roster

Customer service responsibilities:
i. Receive calls from customers
ii. Understand and record customers issues
iii. Validate issues for genuineness and assign severity
iv. Log tickets for valid issues; set
v. Run initial troubleshooting
vi. Capture root cause if issue is resolved
vii. Escalate tickets as required if troubleshooting steps do not resolve issue
viii. Coordinate between customers, Client Services team, Operations team and Engineering for fast, clear and satisfactory resolution of customer issues.
ix. Provide feedback to process team (HP Enabling Services) to contribute to process improvement

b) Digital Safe monitoring responsibilities
i. Proactively monitor and troubleshoot system, application and network issues, making use of monitoring dashboard
ii. Conduct scheduled system health checks
iii. Monitor task status and provide periodic updates
iv. Validate automated alerts for genuineness and assign severity
v. Log issues into ticketing system
vi. Capture root cause if issue is resolved
vii. Escalate issues as required if troubleshooting steps do not resolve issue
viii. Prepare and send out issue reports
ix. Coordinate between Client Services team, Operations team and Engineering for fast, clear and satisfactory resolution of customer issues.
x. Provide feedback to process team (HP Enabling Services) to contribute to process improvement

Academic Qualifications:
Graduate degree in any discipline. Engineer/ MCA would be preferred

Technical Qualifications and Work Experience
0 – 3 years of prior experience in a similar role
Familiarity with SQL queries and RDBMS concepts
Familiarity with Linux commands and networking concepts, hands-on experience with shell scripting or other scripting will be a plus
Familiarity with ITIL Foundation

Required qualities:
Excellent verbal and written communication skills
Strong analytical and problem-solving skills

QUALIFICATION CRITERIA

Experience             : 0 to 3 yrs
Salary                      : Not specified
Job Location          : Bangalore
Qualification           : BE/B.Tech

COMPANY DETAILS

Company Name      : Hewlett-Packard India Pvt Ltd
Company Address : NA
Company Profile    : HP we believe technology can create new possibilities for people around the world??from high school students and soccer moms to budding entrepreneurs, government officials, and business executives. We??re the largest IT company on the planet, with 304,000 employees working in approximately 170 countries around the world. And we are able to leverage our size and scope to deliver real value in the products and services we offer. Our healthcare solutions are helping hospitals reduce errors and insurers bring down costs. Our TouchSmart products are helping individuals with autism communicate for the very first time.

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