Event Management Engineer

hace 2 semanas

San Francisco, Heredia, Costa Rica Hewlett Packard Enterprise A tiempo completo

Event Management Engineer

This role has been designated as 'Edge', which means you will primarily work outside of an HPE office.Our new innovative IT services organization is HPE Pointnext.
We have the expertise to advise, integrate, and accelerate our customers' outcomes from their digital transformation.
The Event Management Team is the first line of support for incoming issues in the customer's environment.
Prevents and remediates Potential Impact on Services Proactively before the customer is aware.
The Event Management Engineer provides proactive remote and onsite technical assistance through multiple tools including SalesForce, ServiceNow, Aruba Private Central, SolarWinds, Nagios, Sitescope among others in order to guarantee a proper Incident Management End to end process.
**In a typical day as an Event Management Engineer you would**:

- ** Monitoring** customers environment using all GMS available tools:

- ** SNOW**: Acknowledge alerts and incident creation based on Priority, Impact and Urgency
- ** PHONE**: Keep auto-in and Team's phone line available for the customers to directly reach us in case or urgent matters.
- ** ITSM**: Ensure functionality of working tools to allow proper work and task are done within business standards.
- Create Incident and SR based on event management needs
- Resolve Inc/SR within level of expertise
- Follow up cases to ensure SLAs are met within targets for each customer and avoid unnecessary backlogs.
- Deliver daily reports about certain technologies to the customer management.
- Follow up and adhere to ITIL processes for each customer

**If you have**:

- English level: Intermediate To advance.
- Experience in troubleshooting in a technical environment.
- Excellent analytical and problem-solving skills.
- Software and hardware knowledge of computing, storage and peripheral devices.
- Advanced proficiency with case management databases and tools.
- Superior customer service skills.
- Phone and remote support experience.
E-support experience and knowledge.
- Understand the customer to be an advocate for the customer.
**Work Schedule: Night shift**

Join us and make your mark
We offer:

- A competitive salary and extensive social benefits
- Diverse and dynamic work environment
- Work-life balance and support for career development
- An amazing life inside the element
Want to know more about it?
Then let's stay connected
HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT and Affirmative Action employer.
We are committed to diversity and building a team that represents a variety of backgrounds, perspectives, and skills.
We do not discriminate and all decisions we make are made on the basis of qualifications, merit, and business need.
Our goal is to be one global diverse team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together.
**Job**:
Services
**Job Level**:
Intermediate

**Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.
**

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.

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