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Hewlett Packard Enterprise · 2 months ago

Federal Cloud Services Engineer, (Clearance Required - Secret), On-Site AL, UT, PA, OK

All, Pennsylvania, United States of America

Full-time

Onsite

Mid, Senior Level

$106K/yr - $243K/yr

6+ years exp

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. They are seeking a Federal Cloud Services Engineer to solve technical issues across a broad range of technologies while providing Cloud Services solutions for customers. The role requires end-to-end ownership of solutions, ensuring the health, capacity, and performance of Cloud Services while advising on best practices and compliance management.

Data CenterEnterprise SoftwareInformation TechnologyIT ManagementNetwork Security

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Incident Management: Responding to customer support tickets and incidents related to cloud services. Troubleshooting technical issues and providing timely resolutions

Problem Diagnosis: Analyzing customer configurations, logs, and metrics to identify root causes of problems and provide effective solutions

Technical Guidance: Providing expert technical guidance to customers on best practices, configurations, and troubleshooting techniques for cloud services

Case Management: Managing customer support cases through their lifecycle, ensuring timely communication and resolution

Escalation Management: Escalating complex technical issues to higher-level support teams or engineering as needed

Deep Product Knowledge: Maintaining in-depth knowledge of the cloud provider's services, features, and functionalities. Staying up-to-date with new releases and updates

Cross-Service Expertise: Developing expertise across multiple cloud services to effectively support diverse customer use cases

Documentation and Knowledge Base: Contributing to internal and external documentation, knowledge bases, and troubleshooting guides

Excellent Communication: Communicating clearly and effectively with customers via phone, email, chat, and other channels. Maintaining a professional and empathetic demeanor

Customer Advocacy: Acting as a customer advocate within the organization, ensuring customer needs are met and feedback is addressed

Collaboration with Internal Teams: Collaborate with engineering, product management, and other internal team to deliver a defined solution to an HPE Customer and resolve complex issues

Process Improvement: Identifying opportunities to improve support processes, tools, and documentation

Mentoring and Training: Mentoring and training junior support engineers on technical skills and customer service best practices

Qualification

Cloud Services SolutionsTechnical TroubleshootingBackupRecoveryContainerizationAutomation ToolsVMware TechnologiesCloud ManagementIT Service ManagementNetworking ConceptsScripting LanguagesDevOps PrinciplesCommunicationCollaboration Skills

Required

US Citizenship Required

Clearance Required: Secret

Flexible Hybrid Role with requirement to work onsite at customer location as necessary, employees will be expected to be on-site 25% or more

Certifications Required: DD8750 -Security Plus or higher Security Certification (CISSP, CASP, etc)

6–8 years of hands-on experience in IT systems, cloud services, and technical troubleshooting

Advanced expertise in at least two of the following core technology areas: Backup and Recovery Solutions, Operating Systems, Containerization and Orchestration, Automation and Configuration Management, Virtualization Technologies, Cloud Management and Orchestration, IT Service Management (ITSM), Networking and Software-Defined Networking (SDN)

Preferred

One or more of the following preferred: AWS Certified Solution Architect, Microsoft Certified Azure Solution Architect, Google Certified Professional Cloud Architect, VMware Certified Professional

OS Level certifications are a plus

Bachelor's degree preferred or Associate degree holder (technical field) with 6-8 years working experience in related fields desired

Experience with Cohesity, Zerto, and VMware DRS

Experience with storage solutions like Alletra MP

Experience with Operating system-level security hardening and compliance frameworks

Hands-on experience with modern container platforms such as OpenShift, Kubernetes (K8s), and Docker

Experience with Rancher for orchestration

Strong background in automating infrastructure tasks using tools like Ansible, Chef, or Puppet

Experience in developing and managing Infrastructure-as-Code (IaC)

Extensive knowledge of VMware technologies, including vSAN, vSphere, and ESXi

Proficiency in KVM (Kernel-based Virtual Machine)

Expertise with cloud management platforms like Morpheus

Familiarity with multi-cloud and hybrid-cloud architectures

Strong understanding of ITSM frameworks, with proficiency in using tools like ServiceNow

Experience in creating automated workflows and integrations within ITSM platforms

Deep understanding of SDN concepts, including the configuration and troubleshooting of solutions like Aruba NSX, Juniper QFX10k, and PCE Control Plane

Familiarity with network routing, switching, and firewalls in hybrid cloud environments

Experience integrating the above technologies into secure environments following DoD standards and compliance requirements

Proficiency in scripting languages (e.g., Python, PowerShell)

Understanding of DevOps principles, including CI/CD pipelines and tools like Jenkins or Git