Description -

Job Summary
• This role is responsible for overseeing support-level employees and providing IT infrastructure expertise to ensure operational excellence and compliance with SLAs. The role acts as an escalation point for complex operational issues and maintains customer relationships, fostering client satisfaction. The role collaborates on scalable backup solutions and manages technical relationships with clients and vendors. The role also provides insights to management and peers on significant matters within its area of responsibility.

Responsibilities
• Ensures operational excellence by actively monitoring and guaranteeing the accomplishment of team objectives and critical contractual commitments, such as Service Level Agreements (SLAs) or service delivery targets.
• Provides expertise for IT infrastructure, application infrastructure, and related services throughout the lifecycle of a deal in accordance with contractually established terms, conditions and established technical standards.
• Oversees and manages the day-to-day activities of support-level employees, ensuring compliance with policies and guidelines, and prioritizing tasks to meet team objectives.
• Leads a team of non-exempt contributors, offering coaching and guidance to enhance task and skill proficiency.
• Provides advice and insights to both management and peers regarding matters of significance within the immediate area of responsibility.
• Collaborates closely on the development of scalable backup designs, solutions, and policy recommendations, contributing to operational resilience.
• Assumes a pivotal role as an escalation point for resolving complex operational issues, ensuring seamless service delivery, and fostering client satisfaction.
• Maintains and nurtures customer relationships while also engaging proactively with other functional managers.
• Manages the technical and service relationships between clients, customers, and subcontractors/vendors, ensuring seamless communication and satisfaction.
• Leads customer and internal projects, including transformation initiatives, across various technology customers, internal businesses, and end user areas.

Education & Experience Recommended
• Four-year Degree in Computer Science, Engineering, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 2-4 years of job-related experience and 0-2 years of management experience, preferably in maintenance, quality, or a related field.

Preferred Certifications
• ITIL Certifications
• Project Management Professional (PMP) Certification

Knowledge & Skills
• Agile Methodology
• Amazon Web Services
• Auditing
• Automation
• Business Process
• Business Requirements
• Change Management
• Computer Science
• Data Analysis
• DevOps
• Finance
• Information Systems
• Information Technology Infrastructure Library
• IT Service Management
• Linux
• Microsoft Azure
• Project Management
• SAP Applications
• Scrum (Software Development)
• Technical Support

Cross-Org Skills
• Customer Centricity
• Prioritization
• Resilience
• Team Management
• Strategic Thinking

Impact & Scope
• Impacts immediate team and requires basic understanding of the family group’s role in HP organization.

Complexity
• Applies company policies and procedures to resolve routine issues.

Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.
 

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Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"