Principal Technology Consultant - OpsRamp

Principal Technology Consultant - OpsRamp

  

This role has been designated as ‘Remote/Teleworker’, which means you will primarily work from home.

Who We Are:

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. We know diverse backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

Job Description:

   

OpsRamp enables IT to control the chaos of managing their hybrid IT operations and act as a service provider back to the business. Built in the cloud, the OpsRamp service-centric AIOps platform drives total visibility across hybrid infrastructures, offers complete multi-cloud infrastructure monitoring and management of business-critical services, and optimizes services through automation and integration with ITSM and DevOps tools. 

What are we looking for:

• A true customer advocate who can help our customers succeed with our platform.

• An expert at researching, troubleshooting, and resolving complex system issues.

• Excellent written and verbal communication skills and confidence sufficient to gain our customers’ trust.

• A self-starter with excellent time management skills and the ability to multi-task.

• Someone who cares deeply about continuous improvement, with the drive to proactively identify opportunities to refine processes and deepen technical knowledge on the team.

What you will do at OpsRamp:

• Provide enterprise-level assistance to our customers using the IT operations platform. 

• Help implement/enforce a system of continuous improvement to strengthen and deepen both the technical expertise and soft skills of the team.

• Serve as an escalation point for complex issues.

• Work closely with strategic partners, join regularly-scheduled ticket review meetings with customers/partners to help ensure overall customer satisfaction and reduce executive-level escalations.

• Be the person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems, especially when the stakes are high.

• Work closely with internal teams to identify focus areas for improvement.

• Contribute to internal and external technical knowledge base to provide accurate technical solutions.

Requirements:

Do you have

• At least 10 years of experience in any Enterprise IT Infrastructure Monitoring, Systems Administration, SaaS Operations, or DevOps

• A degree in Computer Science, IT or Software Engineering or equivalent experience in excess of the previously-stated 10 years

• Excellent problem-solving and communication skills.

• Microsoft, Linux, Cloud, Networking or similar certifications are a plus.

• Previous experience as a Senior/Lead Technical Support Engineer, Help Desk Technician, or a similar role.

• Expert knowledge on Enterprise Windows / Linux / Virtualization / Cloud platforms.

• Ability to diagnose and troubleshoot technical issues, including setup and configuration.

• Ability to prioritize and manage several open issues at one time.

• Willingness to work in shifts.

Do you also have

• Experience coaching and mentoring junior engineers on complex technical issues.

• Experience providing technical training/instruction to junior engineers.

• Strong technical documentation skills, ability to proof-read and validate technical documentation prior to publication.

• Ability to diagnose and troubleshoot complex technical issues.

• Strong familiarity with the IT Operations Management / Monitoring space.

• Basic understanding of one or more modern programming languages (Java / Python / JavaScript / Go)

• Deep experience with one or more scripting language (Bash / PowerShell / Python)

Additional Skills:

Accountability, Accountability, Active Learning (Inactive), Active Listening, Bias, Business Growth, Client Expectations Management, Coaching, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Centric Solutions, Custome