Adaptive Device Management L3 Engineer
Santa Ana, San Jose, Costa Rica
hace 6 días

Responsibilities :

  • Technical Knowledge : Apply advanced technical and business knowledge (e.g. SAP, Java, .NET) to solve application issues that are critical or high-risk.
  • Independently integrate technical knowledge and business understanding to create superior solutions for HP and for customers.

  • Incident Management : Resolve single- and cross technology / application incidents independently. Document known errors and work arounds Works with team members, delivery centers, and other HP organizations to resolve unusually complex or cross-technology incidents.
  • Escalation Management : identify, manage, and lead escalations via established processes.
  • Problem Management : Proactively and reactively look for solutions to prevent problems from occurring in team / technology area.
  • Change Management / Implementation : Independently review, implement, and verify changes / solutions of high complexity and risk to meet customer needs.
  • May lead or participate in a Change Advisory Board.

  • Configuration Management : Oversee configuration management processes, resolve issues, and implement processes to improve efficiencies.
  • Solution Design : Apply HP solutions to meet highly complex customer needs. The solution may include service delivery models for new services.
  • Quality : May provide feedback / influence change in internal and / or vendor-providedproducts / service offerings.
  • Project Management : Participate, propose, and / or lead customer and internal projects across technology customers and / or internal businesses / end users' areas, including transformation.
  • Customer Relationship Management : Influence with customers and / or internal businesses / end users regarding operational details, solutions, and proposals.
  • Becoming a trusted advisor to the customer. Provides training to end users on applications in area of responsibility. Understands and manages to contract scope.

  • Teamwork : Work as part of a global, and / or multi-functional team. Lead teams which address operational processes and policies in work area.
  • Seen as a resource and may mentor less experienced team members within the team in one or more technical- / operational policies / standards or business areas.

    Is a trusted advisor inside and outside the team / technology area.

  • Contract Knowledge : Demonstrates comprehensive understanding of contract obligations across business area. Provides guidance to others to meet contract obligations.
  • Mentor less-experienced team members on all areas of Applications Management work.
  • Capacity and Performance Ensures that the Capacity Management process and working practices are effective and efficient.
  • Evaluates the impact of proposed changes on the capacity design and plan.

  • Business Continuity Responsible for activities involving damage assessment, co- ordination with other recoveryteams, deciding on recovery steps to take, maintaining records, and providing recovery status reports.
  • 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 entry-level certification(s) in work field.

  • May hold intermediate-level certification(s) in work field. Typically 5+ years of relevant experience.
  • Knowledge and Skills :

    Typical skills include :

    strong) understanding of applications technology in direct responsibility.

  • ITIL Intermediate level Certified.
  • Knowledge of ISO20000.
  • developing) understanding of other technology sub-areas.

  • General understanding of related technologies.
  • strong) Customer Service General Project Management.

    developing) Influencing Others.

    developing) Customer / Vendor Management.

    developing) Business Analysis.

    developing) General Financial Management.

  • Strong communications skills; good presentation skills.
  • Client-facing interpersonal skills. Able to lead Applications Management delivery.
  • Understanding of cloud computing platforms such Microsoft Azure, AWS is a plus.
  • Strong understanding of ITIL tools, processes and terminology a plus
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