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For your reference, we have included the original job posting below.
DESKTOP SUPPORT - TOOLS MANAGMENT SPECIALISTS
Job Number:
22174148
Company Name:
Hewlett-Packard Company
Job Category:
Information Technology
DESKTOP SUPPORT - TOOLS MANAGMENT SPECIALISTS
Title: DESKTOP SUPPORT - TOOLS MANAGMENT SPECIALISTS Location: United Kingdom-CHELTENHAM Desktop Support - Tools Management Specialist Based in Cheltenham, Gloucestershire and required to travel as appropriate We provide a 24x7x365 desktop managed service, both on-site and remote, to the Ministry of Defence comprising 2nd and 3rd level support of the implemented management tools infrastructure components and interfacing with appropriate third parties for any fourth level support issues. This also involves implementing changes as the service evolves during the life of the Contract. This role sits within a secure site working on Defence related projects; thereforecandidates must hold, or be able to obtain, Defence Vetting Agency Security Clearance. The Tools Management Specialist provides the highest level of subject matter expertise to the Desktop Managed Service covering Tools Management, Service Provision and Operational Support including Level 2 expertise. Areas of responsibility include:- Tools Management · Centre of expertise on HP Software products including Operations Manager (Windows), Performance manager and Reporter, plus associated Smart Plug-Ins (SPIs) for Active Directory, Exchange, SQL Server and Virtual Infrastructure · Centre of expertise on HP Business Availability Centre (BAC) · Centre of expertise on HP Systems Insight Manager · Manage the Desktop Services Tools infrastructure to ensure all Service Level Agreements are met · Participation in support pager-rotas as required · Monitor Tools server environment and suggest timely recommendations to operational problems · Proactive Delivery against defined Mission Critical deliverables. This will include working closely with the Account Delivery Manager and members of the Delivery Team to provide Change Management, responses to customer's technical questions, firmware/ software management and documentation. Service Provision · Delivery of Service as per Contract Schedules · Integration with and use of the Customer's Service Desk, event Management and Performance tools to assist in the root cause analysis and resolution of Incidents and Problems · Where required, supporting Agents and other Specialists in performing their tasks, including remapping existing drives to applications, reviewing error log information, hardware and software configuration reporting and helping to resolve complex Incidents and Problems · Performance Analysis and Tuning/Optimization as part of Availability and Capacity Management · Operations Review and Problem Resolution Procedures · Provide Availability Management, Capacity Management, Patch Management, System Management, Reporting · Suggest improvements to business and technical practices Operational Support · Development of the Team Operating Manual · Joint ownership of the Tools Management Administration and Monitoring Sections in the Team Operating Manual · Planning and coordination of upgrades and growth · Interfacing with the customer partners for incident, problem, change and escalation management · Engaging with application development teams for project integration and problem resolution tasks · Conducting Implementations as a result of Change Request Notices, which include all aspects of the installation and deployment of systems. · Liaising with Security with regard to security Incidents · Technical sign-off for acceptance into production of Server related services and tools Qualifications required:- · Knowledge and experience with ITIL/ITSM Reference models. · Proven experience of HP system tools including HPSIM, BAC, OMW, HPPM, OVR, OVPA. · Experience of system integration/implementation · Minimum of 5 years previous Technical Support or similar experience. · At least 2 years hands-on tools management experience at a senior position within the team · Knowledge and experience including job scheduling, patch management, user administration, usage performance and trends · Very strong problem solving and resolution experience with strong troubleshoot skills -- must be able to solve technical problems that are complex in nature and be able to use independent judgment to solve complex technical problems. · Experience in installation and configuration of Linux servers
Personal Competancies required:- · Excellent verbal and written communication skills · Strongly customer oriented and focused on meeting customer's needs. · Drive and commitment · Adaptability and flexibility · Ability to cope with pressures of peak workloads, short deadlines, call-out and shift working · Quality focus and ability to write and execute processes using appropriate methodology · Ability and willingness to motivate and support other team members
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