No experience
Employment Type:
Full time
Job Category:
Information Services
Ops/Support Analyst
(This job is no longer available)
Hewlett-Packard (HP) | Houston, TX
Grad Date

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Job Description

The Technical Support Analyst position is with the ITIO Deep Support Windows Platform Service's Global Team for High Availability and Mission Critical services. This position is responsible for the platform infrastructure environment, for Intranet and Internet applications for the HP customer. This position would be the delivery expert for this environment. The Technical Support Specialist position is responsible for deliverables ranging from technical roadmaps coordination, change management, the maintaining of hosting standards, and application outage restoration and problem resolution.
-Manage business unit application hosting integration activities. -Engage with application development teams and or project management and support teams for problem resolution tasks -Provide expertise in application hosting technologies with emphasis on Microsoft Windows and VERITAS Cluster based products Act as a technical leader within the High Availability and Mission Critical environment -Willingness to participate in non-standard work hours if requested -Works in partnership with the Technical Leads as a primary focus on the High Availability/Mission Critical segment of the customer's business Incident and Escalation Management support for the Web Hosting environment supporting multiple technologies

Education and Experience Required:
Undergraduate degree in Information Systems or equivalent experience Formal technical training and industry certifications (Microsoft, Other)
Knowledge and Skills Required:

Take ownership of all L3 un-assigned tickets working Mission Critical/TOP priorities first.
Perform Hardware break fix repairs when necessary on all NGDC supported platform models.
Perform firmware updates where necessary on all NGDC supported platforms models.
Perform Site to Site failovers for applications as requested.
Support escalation team during crisis events
Participate in approved change requests (eRFC's) spanning Hardware repair/application changes/Platform changes/etc.
Support the Global technical project managers and Technical Leads by driving all technical pre-scoping setup and integration activities
Provide technical leadership to the business unit application teams, and ADMs regarding High Availability/Mission Critical application implementation projects.
Manage the integration life cycle of a customer's application integration project
Ensure the solution delivered meets the expected level of quality for HA/MC
Manage technical escalations and perform outage resolution and recovery in partnership with the HP Operations Bridges around the world as necessary
Provide application ownership for all technical issues, and outages for the HA/MC applications.
Planning and coordination of upgrades and growth and technology changes.
Responsible for positive Total Customer Experience in the HA space
Provides technical consulting, recommendations, etc to the HA AST
Works with QA Lead to determine appropriate test and acceptance criteria, etc for the HA space
Assists in developing an annual technology plan
Communication point between the HA delivery tower and the account team
Delivering support using ITSM methodologies
Citrix knowledge for 4.5 and 5.0 would be a great advantage
Strong skills using Microsoft Office products
Strong knowledge of application hosting technologies including: Windows 2003, & 2008, 2012, Operating Systems, all versions of IIS, HTTP, HTTPS and content load balancing TCP/IP, DNS, HTTP, FTP, SMTP, SSL, PKI, SAN storage and Cluster Technologies, firewalls, load balancers, and website monitoring
Active Directory, Enterprise Directory, LDAP knowledge is a significant advantage.

About Hewlett-Packard (HP)

Hewlett-Packard Company is a provider of products, technologies, software, solutions and services to individual consumers, small- and medium-sized businesses (SMBs) and large enterprises, including the public and education sectors. Its offerings span personal computing and other access devices; imaging and printing-related products and services; enterprise information technology infrastructure, including enterprise storage and server technology and software that optimizes business technology investments, and multi-vendor customer services, including technology support and maintenance, consulting and integration and outsourcing services, as well as application services and business process outsourcing. During the fiscal year ended October 31, 2008, its operations were organized into seven business segments: Enterprise Storage and Servers, HP Services, HP Software, the Personal Systems Group, the Imaging and Printing Group, HP Financial Services and Corporate Investments.