Title: Account Security
Location: India-Andhra Pradesh-Hyderabad
Job Number: 1546098
Job Summary/Scope:
Hewlett Packard Enterprise is an industry leading technology company that enables customers to go further, faster. With the industry’s most comprehensive portfolio, spanning the cloud to the data center to workplace applications, our technology and services help customers around the world make IT more efficient, more productive and more secure.
We’re solving the world’s most complex challenges, and our people are at the forefront of progress. In a Sales role at HPE, you’ll play a part in building the future – one big idea at a time. You’ll be selling HPE products, services, software, or solutions to customers, both directly and indirectly. Working at HPE, you’ll have the resources to develop your talent and creativity. Are you ready to unleash your potential?
HPE's Enterprise Security Services division is experiencing significant growth. Strategically important, the focus of the team is to manage risk and provide security intelligence to our customers. Whether the customer is looking to extend their capabilities through Managed Security Services, manage risk and compliance, or to implement HPE's leading Security Software solutions, the ESS team is a trusted advisor and prime security integrator. Offering 'Best-in-class' security services, HPE ESS presents an outstanding opportunity to develop your career.
ASO support L1 engineer: - This person is expected to do security metric reporting around incident and problem management and network related activities. As part of BAU operations he should be able to work with various technical team to resolve the issue, should have knowledge of SharePoint and work in US shift. Sending communication mail on alerting customer, if there is any scheduled outage/activities. Should be able to independently manage access review activities around network and logical access. Keeping track of all incident report and maintain in a centralized location.
Work Responsibilities:
Key responsibilities
Part of Incident Management for almost three years(40 months), gained experience in handling Critical/High scenarios and also in Client interaction calls for trend analysis.
· Incident Report: Business critical incidents impacting multiple users or particular region/site are initially reported to help desk.
· Capturing Incident Information: Incident Management desk captures the basic information that is available from the user’s reporting the issue.
· Escalation: Initiating a bridge call and engaging the support teams and management at the initial stage.
· Bridge Handling: Driving the bridge call from a helpdesk perspective by ensuring the presence of support teams on time to handle the scenario thus reducing the impact at initial stages.
· Outage Management: As part of Outage management, we analyse the impact of the incident and update the business with the current status by sending updated outage mails thus ensuring the customers are aware of the crisis and also avoiding the call/web/email volumes for the helpdesk department.
· Business Communication: As part of business communication, we work with MIO(Major Incident Operator, who drives the call with the technical teams to resolve the issue), and get Two sets of communications rolled out.
· Business Communication: Brief communication rolled out to business leadership with brief impact and not much technical information.
· Technical Communication: Brief communication rolled out to support teams with technical description.
· Incident Ownership: Taken the ownership of the incident from the time of reporting during an Outage/Breakdown to closure of the incident and ensuring the SOP is followed.
· SLA(Service level)Maintenance: Ensuring the service levels are maintained for the High/Critical incidents. Coordinating with support teams for incidents breaching SLA’S.
· Problem Management: Ensuring problem tickets are generated for High/Critical incidents that would be helpful for the RCA (Root cause analysis) later.
Following up with support teams for incidents having less information to troubleshoot, thus ensuring the incidents are not neglected and resolution being provided for every incident reported
Qualifications:
Minimum Qualifications
BE / B-Tech / MCA /MS in Electronics / Computers / Software / Communications or equivalent qualifications. Diplomas and other bachelor degrees can be considered where adequate knowledge and experience can be exhibited.
Experience:
L1 engineer
Total years of Experience (Range)
3 years and above
Relevant years of experience (Range)
2 years & above of work experience in a handling servers on Incident management and security matrices
Job Skills Required:
Technical Skills
· Should have experience in troubleshooting on the following.
Security administering in client location, flexibility to work in US shift.
o Software Update Categories and Deployment Procedures
·
Soft Skills / Professional Skills and Competencies
· Good communication skills in English
· Should display mastery over written and oral English communication.
· Should have good analytical and troubleshooting skills
· Proactive thinking.
· Ability to meet deadlines and work well under pressure.
· Strong motivation to learn new technologies.
Other Job Requirements
· Flexibility to work on non-traditional hours/shifts
· Adherence to shift timings.
· Quality and time conscious.
· Respects and follow company’s values and business guide lines
Qualifications:
Qualifications:
Minimum Qualifications
BE / B-Tech / MCA /MS in Electronics / Computers / Software / Communications or equivalent qualifications. Diplomas and other bachelor degrees can be considered where adequate knowledge and experience can be exhibited.
Experience:
L1 engineer
Total years of Experience (Range)
3 years and above
Relevant years of experience (Range)
2 years & above of work experience in a handling servers on Incident management and security matrices
Job Skills Required:
Technical Skills
· Should have experience in troubleshooting on the following.
Security administering in client location, flexibility to work in US shift.
o Software Update Categories and Deployment Procedures
·
Soft Skills / Professional Skills and Competencies
· Good communication skills in English
· Should display mastery over written and oral English communication.
· Should have good analytical and troubleshooting skills
· Proactive thinking.
· Ability to meet deadlines and work well under pressure.
· Strong motivation to learn new technologies.
Other Job Requirements
· Flexibility to work on non-traditional hours/shifts
· Adherence to shift timings.
· Quality and time conscious.
· Respects and follow company’s values and business guide lines
Job: Services