Federal Cloud Services Engineer - Secret Security Clearance Required - Hybrid (On-site)

Location: All, Oklahoma

Federal Cloud Services Engineer - Secret Security Clearance Required - Hybrid (On-site)This role has been designated as ‘Remote/Teleworker’, which means you will primarily work from home.

Job Description:

Works with a team to solve technical issues across a broad range of technologies (Servers, Storage, Network and SAN) providing Cloud Services solutions for customers. With in-depth engineering level technical product skills or skills across related technologies, applies advanced troubleshooting techniques and solution-oriented, data driven approaches to proactively identify and correct service degradation issues for customers. Beyond the break-fix model, takes end-to-end ownership and communication (internal and external) of the solution from deployment to end-of-life using established clusters of activities which produce a defined outcome. Responsible to monitor, manage and administer the health, capacity & performance of Cloud Services. Architects and develops tailored solutions through a variety of customer contact channels in a hybrid environment: on-site and remote. End-to-end ownership to advise & optimize (internal & external) on application best practices, infrastructure optimization & continuous improvement, compliance & security management, and new services. Typical tasks may include incident & problem resolution, and change, performance & capacity management.

• US Citizenship Required
• Clearance Required: Secret
• Flexible Hybrid Role with requirement to work onsite at customer location as necessary, employees will be expected to be on-site 25% or more

Schedule:

•  M-F 9-5, Candidate must be flexible to work evening and weekends if required, on-call work as needed.
• This role will require going on-site 2 or more days a week at one of the locations below:
  • Salt Lake City, UT
  • San Antonio, TX,
  • Columbus, OH
  • Mechanicsburg, PA
  • Oklahoma City, OK
  • Montgomery, AL
  • Fort Mead, Maryland

Responsibilities include:

Customer Support and Troubleshooting:

• Incident Management: Responding to customer support tickets and incidents related to cloud services. Troubleshooting technical issues and providing timely resolutions.
• Problem Diagnosis: Analyzing customer configurations, logs, and metrics to identify root causes of problems and provide effective solutions.
• Technical Guidance: Providing expert technical guidance to customers on best practices, configurations, and troubleshooting techniques for cloud services.
• Case Management: Managing customer support cases through their lifecycle, ensuring timely communication and resolution.
• Escalation Management: Escalating complex technical issues to higher-level support teams or engineering as needed.

Product Knowledge and Expertise:

• Deep Product Knowledge: Maintaining in-depth knowledge of the cloud provider's services, features, and functionalities. Staying up-to-date with new releases and updates.
• Cross-Service Expertise: Developing expertise across multiple cloud services to effectively support diverse customer use cases.
• Documentation and Knowledge Base: Contributing to internal and external documentation, knowledge bases, and troubleshooting guides.

Communication and Customer Interaction:

• Excellent Communication: Communicating clearly and effectively with customers via phone, email, chat, and other channels. Maintaining a professional and empathetic demeanor.
• Customer Advocacy: Acting as a customer advocate within the organization, ensuring customer needs are met and feedback is addressed.

Collaboration and Internal Processes:

• Collaboration with Internal Teams: Collaborate with engineering, product management, and other internal team to deliver a defined solution to an HPE Customer and resolve complex issues.
• Process Improvement: Identifying opportunities to improve support processes, tools, and documentation.
• Mentoring and Training: Mentoring and training junior support engineers on technical skills and customer service best practices.

Education and Experience Required:

•  M-F 9-5, Candidate must be flexible to work evening and weekends if required, on-call work as needed.
• This role will require going on-site 2 or more days a week at one of the locations below:
  • Salt Lake City, UT
  • San Antonio, TX,
  • Columbus, OH
  • Mechanicsburg, PA
  • Oklahoma City, OK
  • Montgomery, AL
  • Fort Mead, Maryland
• US Citizen, Secret Clearance Required
• Certifications Required
  • DD8750 -Security Plus or higher Security Certification (CISSP, CASP, etc)
• One or more of the following preferred:
  • AWS Certified Solution Architect
  • Microsoft Certified Azure Solution Architect
  • Google Certified Professional Cloud Architect
  • VMware Certified Professional
• OS Level certifications are a plus
• Bachelor's degree preferred or Associate degree holder (technical field) with 6- 8years working experience in related fields desired.

Knowledge and Skills:

• To excel in this role, candidates must have 6+ years of hands-on experience in IT systems, cloud services, and technical troubleshooting. Applicants should demonstrate advanced expertise in at least two of the following core technology areas, along with familiarity across several others:

Backup and Recovery Solutions:

• Expertise in configuring, managing, and troubleshooting backup and disaster recovery tools.
• Preferred technologies include Cohesity, Zerto, and VMware DRS. Experience with storage solutions like Alletra MP is highly desirable.

Operating Systems:

• In-depth knowledge of both Linux and Windows operating systems, including installation, configuration, administration, and performance tuning.
• Experience with Operating system-level security hardening and compliance frameworks is a plus.

Containerization and Orchestration:

• Hands-on experience with modern container platforms such as OpenShift, Kubernetes (K8s), and Docker.
• Proficiency in designing, deploying, and managing containerized applications in production environments. Experience with Rancher for orchestration is a bonus.

Automation and Configuration Management:

• Strong background in automating infrastructure tasks using tools like Ansible, Chef, or Puppet.
• Experience in developing and managing Infrastructure-as-Code (IaC) to improve scalability and reliability.

Virtualization Technologies:

• Extensive knowledge of VMware technologies, including vSAN, vSphere, and ESXi.
• Experience with virtual machine lifecycle management and migrating workloads across hybrid environments.
• Proficiency in KVM (Kernel-based Virtual Machine) for managing Linux-based virtualized environments, including setup, administration, and performance optimization.

Cloud Management and Orchestration:

• Expertise with cloud management platforms like Morpheus for provisioning, governance, and automation of cloud resources.
• Familiarity with multi-cloud and hybrid-cloud architectures is advantageous.

IT Service Management (ITSM):

• Strong understanding of ITSM frameworks, with proficiency in using tools like ServiceNow to manage incidents, changes, and problem tickets.
• Experience in creating automated workflows and integrations within ITSM platforms.

Networking and Software-Defined Networking (SDN):

• Deep understanding of SDN concepts, including the configuration and troubleshooting of solutions like VMware NSX, Juniper SRX, Aruba CX and BGP routing.
• Familiarity with network routing, switching, and firewalls in hybrid cloud environments.

Preferred Additional Skills:

• Experience integrating the above technologies into secure environments following DoD standards and compliance requirements.
• Proficiency in scripting languages (e.g., Python, PowerShell) to support automation and advanced troubleshooting tasks.
• Understanding of DevOps principles, including CI/CD pipelines and tools like Jenkins or Git.

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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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.

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