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    Incident and Problem Manager

    Full Time
    Contract Type - Permament Labor Contract
    Working Hours - 09:00 - 18:00
    Work Type - Remote
    Number of Employees - 1

    Website Hewlett Packard Enterprise

    Hewlett Packard Enterprise (HPE) creates new possibilities for technology to have a meaningful impact on people, businesses, governments, and society. HPE invents, engineers, and delivers technology solutions that drive business value, create social value, and improve the lives of our clients. Now we are looking for Incident and Problem Manager to join our dynamic and highly professional GreenLake Management Services (GMS) team.

     

    HPE GreenLake brings the cloud experience to apps and data everywhere, enabling customers to adopt transformative technology faster and simplify their operations. HPE GreenLake delivers public cloud services and infrastructure as-a-service for your workloads – on premises, fully managed in a pay-per-use model at the edge, in colocations, and in your data center. With HPE GreenLake, corporations will be able to transform their cloud-native and non-cloud native applications, create essential data and speed insights for teams to use effectively, and free up their staff to better address other business needs.

     

    How you will make your mark:

     

    Incident Management:

    Accountable for implementation and direct execution of the Incident Management process on a day-to-day basis in line with HPE GMS global standards.
    Entry Point for all process escalations.
    Ensures appropriate GMS ITOC Support Engineers are assigned and Drives incidents resolutions.
    Monitors and tracks an incident by making sure no incident gets trapped or bottlenecked in any area of the process.
    Analyzes existing process and identify opportunities for improvement to increase efficiencies, improve productivity or decrease costs.
    Manages relationship and interfaces with Third Party Suppliers and other processes.
    Initiates action to address issues and discrepancies.
    Aassigns incidents to relevant resolver groups as required.
    Assesses and escalates “at risk” incidents to the respective role for the relevant resolution team.
    Coordinates information collection on incident cases requiring escalation (i.e. dates, times, status, impact, reason for escalation etc.).
    Coordinates PIR (post Incident Review) document to be communicated as agreed and problem record to be created.
    Validates and analyzes the reported Aged, Major, Security incident and incident SLAs/KPIs for the Contract.
    Initiates and manages Internal and External Status Review Meetings.
     

    Problem Management:

    Accountable for implementation and direct execution of the Problem Management process on a day-to-day basis in line with HPE GMS Global Standards.
    Entry Point for all process escalations.
    Ensures appropriate GMS ITOC Support Engineers are assigned and drives problem investigations.
    Monitors and tracks problem tickets by making sure no problem ticket gets trapped or bottlenecked in any area of the process.
    Accountable for reporting account metrics for the process.
    Analyzes existing process and identify opportunities for improvement to increase efficiencies, improve productivity or decrease costs.
    Manages relationship and interfaces with Third Party Suppliers and other processes.
    Initiates action to address issues and discrepancies.
    Ensures dispatch of the problem cases/tasks to the relevant resolution team (including security related Problems) if no initial resolution is possible and coordinate inter HPE Vendors Resolver team communication.
    Coordinates information collection on problem cases requiring escalation (i.e., dates, times, status, impact, reason for escalation etc.).
    Accepts PIR (post incident Review) document for the created problem record.
    Reviews and approves Knowledge Articles created as output of the process.
    Responds to requests for assistance or collaboration, or as per situation alternatively routing enquires to the correct resolution team.
    Initiates and manages Internal and External Status Review Meetings.
     

    About you:

    Bachelor/master’s degree or relevant experience in customer support environment or relevant experience
    Fluent in written and verbal English and/or German
    ITIL certification
    Analytical skills, ability to isolate and solve problems and to create, maintain and follow processes
    Excellent communication skills (customer and internal HPE) – interact at all levels, across all geographic regions
    Be flexible, proactive in searching, analyzing, and solving process gaps and problems
    Ability to handle multiple tasks at the same time without supervision and ability to prioritize
    Ability to properly maintain technical and case documentation
    Time management skills and ability to work with tough deadlines
    Demonstrate strong written and verbal communication skills
     

    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!
     

    Join us and make your mark!

    Want to know more about it?

    Then let’s stay connected!

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    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.

     

    #HPEBulgaria

    To apply for this job please visit hpe.wd5.myworkdayjobs.com.

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