CPQ Systems Engineer
hace 3 semanas
We are seeking a highly motivated and detail-oriented CPQ DevOps Engineer to join our team at Hewlett Packard. As a key member of our dynamic team, you will play a vital role in ensuring efficient ticket management and rapid resolution of issues. Your expertise in Level 2 operations will be instrumental in building strong relationships between our regional business teams and technical support.
Job Summary:
This is an exciting opportunity to oversee market deployments, handle customer escalations, and maintain ownership of the end-to-end ticket lifecycle while adhering to Service Level Agreement (SLA) commitments. You will work closely with regional teams to plan and execute market deployments, ensuring proper configuration and testing of CPQ systems in alignment with regional requirements.
Responsibilities:
- Ticket Management: Monitor, prioritize, and manage incoming tickets from regional business teams. Ensure timely resolution of support requests while adhering to defined SLA metrics.
- Market Deployment Support: Collaborate with regional teams to plan and execute market deployments. Ensure proper configuration and testing of CPQ systems in alignment with regional requirements.
- Customer Escalation Handling: Serve as the primary point of contact for escalated customer issues. Engage with relevant stakeholders to facilitate swift resolutions for critical escalations.
- End-to-End Ticket Ownership: Take full ownership of tickets from inception to resolution, ensuring clear communication with stakeholders throughout the process. Document all relevant details and solutions in the ticketing system for future reference.
- Performance Monitoring and Reporting: Track and analyze ticket resolution times and other key performance indicators. Provide regular reports to management on ticket trends, SLA compliance, and areas for improvement.
- Collaboration with Cross-Functional Teams: Work closely with development, QA, and business teams to resolve complex issues and enhance system performance. Act as a liaison between regional teams and technical teams to facilitate knowledge sharing.
- Continuous Improvement Initiatives: Identify recurring issues and collaborate with the development team to implement long-term solutions. Participate in post-mortem analyses of escalated issues to drive process improvements.
- Training and Knowledge Sharing: Assist in training regional business teams on CPQ functionalities and best practices. Maintain and update internal documentation to support knowledge sharing and onboarding.
- Incident Response and Problem Management: Participate in incident response activities, ensuring effective communication during critical outages or issues. Conduct root cause analysis to prevent future occurrences and improve service reliability.
- Technical Support and Troubleshooting: Provide technical assistance and troubleshooting for CPQ-related issues reported by business teams. Stay updated on system changes and enhancements to provide informed support.
Requirements:
To be successful in this role, you will require:
- Education: Bachelor's degree in Computer Science, Information Technology, Software Engineering, or a related field. Relevant certifications in CPQ systems or DevOps methodologies are a plus.
- Experience: 3-5 years of experience in a DevOps or technical support role, preferably in CPQ environments. Proven experience in managing ticketing systems and handling L2 operations. Familiarity with cloud technologies and CI/CD pipelines. Experience working with regional business teams in a multinational environment is highly desirable. Strong understanding of SLAs and experience in escalation management.
- Skills: Excellent problem-solving and analytical skills. Proficiency in troubleshooting CPQ-related issues. Strong communication skills in both English and Spanish. Ability to work collaboratively in cross-functional teams.
Preferred Certifications: SAFe 5 DevOps Practitioner with focus on IT Operations management
Estimated Salary: $120,000 - $150,000 per annum, depending on experience and qualifications.
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