BIG DATA - 2ND LINE SUPPORT ENGINEERING

Job Description

Atos SE (Societas Europaea) is a leader in digital services with pro forma annual revenue of circa $ 6 billion and circa 100,000 employees in 72 countries. Serving a global client base, the Group provides Consulting & Systems Integration services, Managed Services & BPO, Cloud operations, Big Data & Cyber-security solutions, as well as transactional services through Worldline, the European leader in the payments and transactional services industry. With its deep technology expertise and industry knowledge, the Group works with clients across different business sectors: Defense, Financial Services, Health, Manufacturing, Media, Utilities, Public sector, Retail, Telecommunications, and Transportation.

Atos is focused on business technology that powers progress and helps organizations to create their firm of the future. The Group is the Worldwide Information Technology Partner for the Olympic & Paralympic Games and is listed on the Euronext Paris market. Atos operates under the brands Atos, Atos Consulting, Atos Worldgrid, Bull, Canopy, Unify and Worldline.

Job Title

BIG DATA - 2ND LINE SUPPORT ENGINEERING

Location:

US Wide

Description: High-End Platforms & Appliances Global Support Engineer L2/L3 Core Responsibilities

1. Processing of service requests in different systems according to defined workflows even in non-standardized environments and responsibility for compliance with service levels
2. Coordination and control of external service partners
3. Solution of complex incidents -with remote take over- even in non-standard environments and responsibility for service level compliance as well as technical issues
4. Investigation of the incidents underlying the root causes and development of solutions or workarounds even in non-standardized environments
5. Advising users on systems, products and services provided in non-standard environments
6. Regular monitoring of incidents, status and duration for resolving requests or problems; Proactive optimization and modification suggestions regarding the systems, products or services
7. Support on quality assurance and process improvement
8. Coordination, mentoring and training of support and field engineers
9. Participation in sub-projects (e.g. transition and migration projects) and change requests; autonomous implementation of change requests within the specifications
10. Participation in the L2 / L3 standby on-duty support group for 24/7 service contracts.
11. Problem management:

• Interface to change management in production, development and validation as well as external development teams of channel partners.
• Recognizing problems (recurring incidents) and carrying out problem management or forwarding to change management (R&D teams) for resolution.
• Development of workarounds or review of workarounds provided from other teams on efficiency and provide feedback to problem and change management
• Documentation of known errors, standard solutions and workarounds in a knowledge database
• Responsible for investigating and solving problems with the available diagnostic data and tools
• Classification and prioritization of unresolved incidents; Initiate and coordinate investigations with other support teams to identify root causes and apply resolutions; Documentation of the investigations
• Investigation of the root cause of problems and build associated documentation as well as communication of the root cause analysis; Communication at the employee / user level with customer, at the management level internally as well as providing information to 1st level support teams

12. Creation, maintenance and further development of training documentation, e-learning and webinars for MESCA HEP solutions

13. Delivery and organization of intl. trainings, train-the-trainer courses and webinars for partners, internal and external customers

14. Level 2/3 Hardware Support with focus on High End Platforms (HEP) and technologies:

• bullion 1st gen (32 / 64Dimm) (MESCA1)
• bullion S (MESCA2)
• BullSequana S (MESCA3)

15. Level2 / 3 software support with focus on hardware specific OS functions:

• RHEL / SLES and other Linux distributions
• VMware ESXi on MESCA technology
• Bullion Appliances: Datalake, database for bullion / BullSequana S and future appliances
• Resolution of hardware related issues and platform support of SAP HANA solutions based on MESCA technology

Minimum Qualifications

1. Education At least 3 years of completed vocational training or equivalentWork Experience extensive work experience in the IT environment
2. Skills Very good interpersonal skills in english, optionally in additional languages;
3. Very good knowledge of infrastructure / data center, bullion 1st gen (32 / 64Dimm) / MESCA 1, bullion S / MESCA2, MESCA3, RHEL / SLES and other Linux distributions, VMware ESXi, HEP appliances: Datalake, database for bullion, SAP -HANA.
4. MS Office, Advanced Networking (TCP / IP); Service and customer orientation; very good analytical skills; technical leadership skills
5. Leadership technical leadership in a homogeneous environment and community of professionals (no direct leadership)

Your Application

If you wish to apply for this position, please click below to complete our online application form and attach your CV in either Word, RTFM or text format. Atos is an EEOC employer and does not discriminate on the basis of race, religion, color, sex, age, disability, veteran status or sexual orientation. All recruitment decisions are based solely on qualifications, skills, knowledge and experience and significant business requirements. We are committed to making reasonable adjustments to the applications process for people with disabilities.