BIG DATA - 2ND LINE SUPPORT ENGINEER

Job Description

About Atos

Atos is a global leader in digital transformation with over 110,000 employees in 73 countries and annual revenue of over € 11 billion. European number one in Cloud, Cybersecurity and High-Performance Computing, the Group provides end-to-end Orchestrated Hybrid Cloud, Big Data, Business Applications and Digital Workplace solutions. The group is the Worldwide Information Technology Partner for the Olympic & Paralympic Games and operates under the brands Atos, Atos Syntel, and Unify. Atos is a SE (Societas Europaea), listed on the CAC40 Paris stock index.

The purpose of Atos is to help design the future of the information technology space. Its expertise and services support the development of knowledge, education as well as multicultural and pluralistic approaches to research that contribute to scientific and technological excellence. Across the world, the group enables its customers, employees and collaborators, and members of societies at large to live, work and develop sustainably and confidently in the information technology space.

Position Title:

BIG DATA - 2ND LINE SUPPORT ENGINEER

Location:

Rochester, NY

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 escalations
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;
7. Proactive optimization and modification suggestions regarding the systems, products or services
8. Support on quality assurance and process improvement
9. Coordination, coaching and training of support and field engineers
10. Participation in sub-projects (e.g. transition and migration projects) and change requests; autonomous implementation of change requests within the specifications
11. Participation in the L2 / L3 standby on-duty support group for 24/7 service contracts.
12. Problem management:
    a) Interface to change management in production, development and validation as well as

external development teams of channel partners.

b) Recognizing problems (recurring incidents) and carrying out problem management or

forwarding to change management (R&D teams) for resolution.

c) Development of workarounds or review of workarounds provided from other teams on

effectiveness and provide feedback to problem and change management
d) Documentation of known errors, standard solutions and workarounds in a knowledge

database
e) Responsible for investigating and solving problems with the available diagnostic data and

tools
f) 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
g) Investigation of the root cause of problems and create 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 .

1. Creation, maintenance and further development of training documentation, e-learning and webinars for MESCA HEP solutions
2. Delivery and organization of intl. trainings, train-the-trainer courses and webinars for partners, internal and external customers
3. Level 2/3 Hardware Support with focus on High End Platforms (HEP) and technologies:
   a) bullion 1st gen (32 / 64Dimm) (MESCA1)
   b) bullion S (MESCA2)
   c) BullSequana S (MESCA3)
4. Level2 / 3 software support with focus on hardware specific OS functions:
   a) RHEL / SLES and other Linux distributions
   b) VMware ESXi on MESCA technology
   c) Bullion Appliances: Datalake, database for bullion / BullSequana S and future appliances
   d) Resolution of hardware related issues and platform support of SAP HANA solutions based

on MESCA technology

Minimum Qualifications

• Education At least 3 years of completed vocational training or equivalent
• Work Experience extensive work experience in the IT environment
• Skills Very good communication skills in english, optionally in additional languages;
• Solid 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.
• MS Office,
• Advanced Networking (TCP / IP); Service and customer orientation;
• Strong analytical skills;
• Technical leadership skills in a homogeneous environment and community of professionals (no direct leadership)
  

Here at Atos, we want all of our employees to feel valued, appreciated, and free to be who they are at work. Our employee lifecycle processes are designed to prevent discrimination against our people regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes them unique. Across the globe, we have created a variety of programs to embed our Atos culture of inclusivity, and work hard to ensure that all of our employees have an equal opportunity to contribute and feel that they are exactly where they belong.