Position: Automation Engineer

Location: Bengaluru, Karnataka, India

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Job Description

Qualification and Skills

• Bachelor’s degree in Computer Science, IT Service Management, Engineering, Business, or related field or equivalent work experience. May have Master’s degree in related field. Often holds entry-level certification(s) in work field.
• May hold intermediate-level certification(s) in work field. Typically 5+ years of relevant experience.
• (strong) understanding of applications technology in direct responsibility.
• ITIL Intermediate level Certified.
• Knowledge of ISO20000.
• (developing) understanding of other technology sub-areas.
• General understanding of related technologies.
• (strong) Customer Service General Project Management.
• (developing) Influencing Others.
• (developing) Customer/Vendor Management.
• (developing) Business Analysis.
• (developing) General Financial Management.
• Strong communications skills; good presentation skills.
• Client-facing interpersonal skills. Able to lead Applications Management delivery.

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Responsibilities

• Technical Knowledge: Apply advanced technical and business knowledge (e.g. SAP, Java, .NET) to solve application issues that are critical or high-risk. Independently integrate technical knowledge and business understanding to create superior solutions for HP and for customers.
• Incident Management: Resolve single- and cross technology/application incidents independently. Document known errors and work arounds Works with team members, delivery centers, and other HP organizations to resolve unusually complex or cross-technology incidents.
• Escalation Management: identify, manage, and lead escalations via established processes.
• Problem Management: Proactively and reactively look for solutions to prevent problems from occurring in team/technology area.
• Change Management/Implementation: Independently review, implement, and verify changes/solutions of high complexity and risk to meet customer needs. May lead or participate in a Change Advisory Board.
• Configuration Management: Oversee configuration management processes, resolve issues, and implement processes to improve efficiencies.
• Solution Design: Apply HP solutions to meet highly complex customer needs. The solution may include service delivery models for new services.
• Quality: May provide feedback/influence change in internal and/or vendor-providedproducts/service offerings.
• Project Management: Participate, propose, and/or lead customer and internal projects across technology customers and/or internal businesses/end users’ areas, including transformation.
• Customer Relationship Management: Influence with customers and/or internal businesses/end users regarding operational details, solutions, and proposals. Becoming a trusted advisor to the customer. Provides training to end users on applications in area of responsibility. Understands and manages to contract scope.
• Teamwork: Work as part of a global, and/or multi-functional team. Lead teams which address operational processes and policies in work area. Seen as a resource and may mentor less experienced team members within the team in one or more technical- /operational policies/standards or business areas. Is a trusted advisor inside and outside the team/technology area.
• Contract Knowledge: Demonstrates comprehensive understanding of contract obligations across business area. Provides guidance to others to meet contract obligations.
• Mentor less-experienced team members on all areas of Applications Management work.
• Capacity and Performance Ensures that the Capacity Management process and working practices are effective and efficient. Evaluates the impact of proposed changes on the capacity design and plan.
• Business Continuity Responsible for activities involving damage assessment, co- ordination with other recoveryteams, deciding on recovery steps to take, maintaining records, and providing recovery status reports.

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