Technical Support Team Lead

  

This role has been designed as ‘’Onsite’ with an expectation that you will primarily work from an HPE partner/customer office.

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 varied 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:

   

HPE Operations is our innovative IT services organization. It provides the expertise to advise, integrate, and accelerate our customers’ outcomes from their digital transformation. Our teams collaborate to transform insight into innovation. In today’s fast paced, hybrid IT world, being at business speed means overcoming IT complexity to match the speed of actions to the speed of opportunities. Deploy the right technology to respond quickly to market possibilities. Join us and redefine what’s next for you

Technical skills

Strong hands-on experience with ManageEngine OpManager (OPM) and Applications Manager (APM), including configuration and management of agent-based and agentless monitoring in Central–Probe, distributed, and high-availability (HA) architectures.Hands-on experience in monitoring Windows and Linux servers, performing performance analysis of CPU, memory, disk, filesystem, and processes, along with log analysis and service monitoring.In-depth knowledge of SNMP, ICMP, WMI, SSH, and API-based monitoring, with hands-on experience in monitoring and troubleshooting network devices (routers, switches, firewalls), interface performance (bandwidth utilization, latency, packet loss, availability), and a strong understanding of NetFlow, QoS, and traffic analysis fundamentals.Experience in monitoring web servers (Apache, IIS, Tomcat etc), JVM-based applications, databases (Oracle, MS SQL, MySQL, PostgreSQL), URLs, APIs, and synthetic transactions, with strong knowledge of response time analysis, thread monitoring, and memory leak identification.Strong experience in alerting, thresholds, and automation, including configuration of thresholds, alert profiles, escalation rules, and maintenance windows, along with noise reduction, false alert suppression, alert correlation, and root cause identification.Ability to analyse performance trends and capacity utilization across servers, storage, applications, and backups, combined with strong knowledge of credential management, role-based access control, and secure communication mechanisms including SSL/TLS and certificate management.Strong knowledge of ITIL processes (Incident, Problem, and Change Management), with experience working in 24×7 production environments and proven expertise in documentation and Root Cause Analysis (RCA) preparation.Disaster Recovery (DR): Knowledge of implementing and maintaining DR plans and executing recovery procedures.Operating Systems: Experience with systems administration for both Unix/Linux and Windows.Scripting and Automation (Added Advantage)

Soft skills

Ability to monitor, analyse, and optimize the ITSM infrastructure implemented at DC/DR, including storage utilization, backup performance, and overall capacity planning, to ensure optimal system performance and availability.Documentation: Experience creating and maintaining technical documentation, Standard Operating Procedures (SOPs), RCA and reports.Problem-SolvingCommunicationTeamworkAttention to Detail

What you’ll do:

. Monitor Infrastructure Administration

Monitor and manage IT infrastructure and application performance using ManageEngine OpManager (OPM) and Applications Manager (APM) to ensure high availability and SLA adherence.Perform L2-level troubleshooting for alerts related to network, server, and application performance, availability, and capacity issues.Analyse logs, metrics, and alerts to identify root causes and provide timely resolution or escalation to L3 teams.Configure and fine-tune monitoring thresholds, alert profiles, escalation policies, and maintenance windows to reduce noise and false positives.Coordinate with Network, Server, Database, and Application teams during incidents, changes, and planned maintenance activities.Maintain accurate documentation, incident records, and Root Cause Analysis (RCA) reports while ensuring adherence to ITIL best practices and operational standards in a 24×7 production environment.

2. Performance and Capacity Management

Conduct performance tuning as recommended by OEM vendors.Perform trend analysis for performance and space utilization using OEM reporting tools.Update and maintain storage availability and capacity management records.Conduct risk assessments and develop mitigation plans.Plan and execute continual service improvement initiatives.

3. Incident, Problem, and Change Management

Manage incident, request fulfilment, and change management processes.Perform detailed incident analysis and prepare RCA (Root Cause Analysis) reports for major incidents.Conduct repeat incident and alert analysis to identify and address recurring issues.Prepare Major Incident Reports (MIR) and support post-incident reviews.Coordinate with vendors for issue escalation and resolution.

4. Preventive and Maintenance Activities

Prepare and maintain preventive maintenance calendars.Review and complete daily, weekly, and monthly operational checklists.Plan and execute Disaster Recovery (DR) drills in line with DR setup and recovery procedures.Maintain and update Standard Operating Procedures (SOPs) and Knowledge Base (KBase) documents.

5. Reporting and Governance

Perform monthly call and incident analysis to identify service improvement opportunities.Ensure adherence to service level targets for incident, problem, and change management.Support continual monitoring of service health and proactive problem resolution.

Monitoring L2 Responsibilities:

Perform Level 2 monitoring and troubleshooting for alerts related to network, server, application, and infrastructure performance and availability.Analyse monitoring alerts to differentiate between genuine incidents and false positives, applying corrective actions or tuning where required.Conduct in-depth log analysis and metric correlation to identify root causes and prevent recurring issues.Coordinate with internal teams and vendors for media requirements and resource availability.Configure and fine-tune thresholds, alert profiles, escalation rules, and maintenance windows to ensure accurate and actionable alerts.Manage and troubleshoot agent-based and agentless monitoring issues across distributed and HA monitoring environments.Validate alerts during planned maintenance activities and ensure suppression of unnecessary notifications.Coordinate with L1 support, L3 teams, and cross-functional teams for incident resolution and escalation.Prepare and maintain incident documentation, RCA reports, and operational runbooks.Ensure continuous monitoring coverage and compliance with SLA and ITIL operational standards in a 24×7 production environment.Participate in Incident, Request, and Change Management processes to ensure smooth backup operation

Other Responsibilities:

Back up ManagementBackup Policy CreationScheduling Backup on DC, DRResponsible for OEM Health check of Deployed Solution

Added Advantages:

Knowledge of Linux OS UbuntuKnowledge and experience of storage and backup toolsExperience in Banking infra.

People and Business Skills

Should be able to drive, motivate and elevate team performance through effective conflict resolution, developmental feedback and clear communication.Strong leadership in setting direction, goal setting, team dynamics and interpersonal skills, with the ability to inspire and motivate a team.Possess strong written and verbal communication skills, team player, knowledge sharing.Demonstrate, decision making skills, negotiating skills, time-resource management, teamwork, knowledge of quality processes.

What you need to bring:

Mandatory Skills:  

Strong hands-on experience with ManageEngine OpManager (OPM) and Applications Manager (APM).Expertise in agent-based and agentless monitoring, including Central–Probe, distributed, and HA architectures.In-depth knowledge of SNMP, ICMP, WMI, SSH, and API-based monitoring mechanisms.Proven experience in monitoring and troubleshooting network devices, servers (Windows/Linux), and applications.Solid understanding of application performance monitoring, including JVM, web servers, databases, URLs, and APIs.Strong experience in alert tuning, threshold configuration, escalation management, and noise reduction, with proven skills in log analysis, incident troubleshooting, and Root Cause Analysis (RCA), solid knowledge of ITIL processes (Incident, Problem, Change Management), and the ability to operate effectively in a 24×7 production environment while adhering to operational standards.Should be Science Graduate (IT/ Computer), preferably, BE/B. Tech/MCA with minimum 3 years of Compute/Servers, Linux, Storage, Backup solution, Tape Library and minimum 5 years’ total experience in the field of IT implementation / support of related solution.Should be certified in any 1 of the following certifications:

MCSA/CISA/CISM/ISO 27001/COBIT 5/ITIL

Mandatory knowledge & Experience (3 year out of overall 5 years) in Manage Engine, ITOM/OPM solution.

Additional Skills:

Accountability, Accountability, Action Planning, Active Learning, Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Customer Solutions, Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity {+ 5 more}

What We Can Offer You:

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Unconditional Inclusion

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied 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.

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Job:

Services

Job Level:

Specialist

    

    

HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity.

Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.

   

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.

   

No Fees Notice & Recruitment Fraud Disclaimer

 

It has come to HPE’s attention that there has been an increase in recruitment fraud whereby scammer impersonate HPE or HPE-authorized recruiting agencies and offer fake employment opportunities to candidates.  These scammers often seek to obtain personal information or money from candidates.

 

Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge any candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process.  The credentials of any hiring agency that claims to be working with HPE for recruitment of talent should be verified by candidates and candidates shall be solely responsible to conduct such verification. Any candidate/individual who relies on the erroneous representations made by fraudulent employment agencies does so at their own risk, and HPE disclaims liability for any damages or claims that may result from any such communication.