Solution Support Engineer / DPCE

CDS, an HPE company ,(CDS) is a wholly owned subsidiary of Hewlett Packard Enterprise (HPE), providing field service capabilities to HPE customers as well delivering the difference in business oriented services, such as development, support and maintenance of applications, virtualisation, automation, cloud and infrastructure administration.

CDS is present in 11 European countries with more than 1600 employees and embraces all of HPE’s values and commitments to employees and customers alike.

Job Description

• Handle and resolve Level 1 incidents across the entire infrastructure, following established procedures and runbooks.
• Contribute to the availability and smooth operation of the platforms.
• Classify, categorize, and track incidents in accordance with ITIL best practices.
• Escalate incidents to the L2/L3 teams, providing an initial diagnosis.

• Handle user incidents and requests through the designated channels (phone, ticketing system).
• Diagnose and resolve common incidents by following documented runbooks and procedures.
• Manage and track tickets using ServiceNow and Jira.
• Monitor alerts and monitoring metrics via OpsRamp.
• Enrich tickets with diagnostic information to facilitate L2/L3 escalation.
• Help update runbooks and technical documentation on Confluence.

• Ensure that L1 incidents are addressed promptly in strict compliance with SLAs.
• Ensure a structured and documented escalation to L2 when the incident exceeds the scope of L1.
• Maintaining compliance and security in a classified defense environment.

• L2/L3 Teams: Incident escalation, sharing of diagnostic information, feedback.
• L1 Team: daily collaboration, handoffs at each shift change.
• External technical support: communication with HPE CSP support, which is primarily based in India.
• End users: primary point of contact, handling requests, and providing updates on progress through various communication channels.
• Manager: Generate incident reports after each incident.

• Cloud & Virtualization: Basic knowledge of private cloud and VMware (ESXi, vCenter) – navigation and common operations.
• Systems: Basic administration of Windows Server and Linux (service management, log reading/retrieval).
• Storage & Backup: Basics of HPE Alletra MP, SAN, and CommVault.
• Networking: basic knowledge, NSX for beginners (understanding of network topologies, basic network troubleshooting).
• Tools & Monitoring: OpsRamp, ServiceNow, Jira, HPE OneView, ITIL (fundamentals).
• Security: raising awareness of confidentiality requirements and the constraints of an offline environment.
• Language: Technical English (B1/B2 level) (ability to understand technical documentation and communicate with HPE support).

Be challenged. Be inspired. Help us deliver the difference.

At CDS we are an equal opportunity employer. We attract and retain the best qualified individuals available, without regard to race/ethnicity, religion, gender, sexual orientation, age or disability.

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