Production Engineer

hace 2 semanas

San Francisco, Heredia, Costa Rica Digital Risk, Llc. A tiempo completo

Company Description
Mphasis applies next-generation technology to help enterprises transform businesses globally.
Customer centricity is foundational to Mphasis and is reflected in the Mphasis' Front2Back Transformation approach.
Front2Back uses the exponential power of cloud and cognitive to provide hyper-personalized (C=X2C2TM=1) digital experience to clients and their end customers.
**Job Description**:
As a Production Engineer you will be responsible for providing assistance to a global client base that will cover North America, Latin America, Europe and Asia Pacific.
In this position you will be responsible for administering technical setup, troubleshooting, diagnosing, and resolving technical customer issues.
Replicate issues and test customer configurations, recreate, track, and verify software defects in the field/ under lab conditions.
The role will also work in depth with solution architects, remote engineers, product managers and software engineers to develop cutting edge solutions.
You will be a member of a fast-paced, high performing global team that will demand your best and provide the most rewarding experience of your career.
**Main Responsibilities**:

- Leverage the HP TechPulse solution and modern PC management tools (Microsoft Intune, Azure and Config Manager experience required) to proactively manage the customers fleet and help the customer maintain the health of their end point devices.
- Provide remediation steps to the customer to fix performance, security, availability and capacity issues.
Provide recommendation to avoid future failures and poor device performance.
- Work with different groups within HP to provide the best solutions to the customer.
- Write scripts and develop remediation workflows to support the customer.
- Influence the HP TechPulse analytics product development team to continuously improve the solution.
- Stay current on, and maintain an in-depth knowledge of operating systems, hardware systems, peripheral products, modern PC management tools and PC industry trends.
- Create and maintain standard operating procedures for delivery.
- Train remote engineers and delivery teams on new features, procedures, workarounds and best practices.
- Maintain lab environment to replicate customer issues and test new features.
This will include environments consisting of components such as Microsoft Intune, Azure, SCCM, ServiceNOW, and Active Directory.
- Must be able to support US hours of operation.
**_Other Responsibilities: _**
- Incident Management: Resolve technical and business incidents independently coordinating multiple delivery organizations and other HP groups.
- Escalation Management: Identify, manage, and lead escalations through L5.
- Change Management: Independently review and verify changes/solutions of high complexity and risk to meet customer needs.
Lead or participate in a Change Advisory Board or Technical Advisory Board.
- Configuration Management: Oversee configuration management processes, resolve issues, and design configuration management solutions.
- Solution Design: When justified by business needs, customize or create HP solutions to meet highly complex customer needs across technology areas.
Provide feedback to create new HP solution sets.
The solutions include new service delivery models and quality management frameworks for new services/customers.
- Quality: Provide feedback/influence change in internal and/or vendor provided products/service offerings.
- Project Management: Participate, propose, and/or lead exceptionally complex customer and internal projects, including transformation, across technology customers and/or internal businesses/end user's areas.
Mentor/provide review/advice to other projects inside/outside responsibility areas.
- Teamwork: Lead or work as part of a team, which may be virtual, global, and/or multifunctional, and addressing highly complex issues.
Trusted advisor inside and outside team/technology area and across different polices/standards/delivery models.
- Contract Knowledge: Provides guidance to others to meet contract obligations, contributes to proposals, evaluates proposal risks.
Contributes industry or technology standards.Mentor less-experienced team members on all areas of Applications Management work.
- Capacity and Performance Advises on the capacity requirements of new standard services in relation to obtaining the proper cost and quality balance.
- Business Continuity Develop and manage the Application Service continuity management plan to ensure that, at all times, the recovery objectives of the business can be achieved.
Qualifications*_
Education and Experience Required: _*
- Bachelor's degree in Computer Science, IT Service Management, Engineering, Business, or related field or equivalent work experience.
- May have Master's degree in related field.
Often holds advanced-level certifications in work field.
- Typically 10+ years of relevant experience.
**_Knowledge and Skills: _**
**_Typical skills

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