Hpc Consultant

HPC Consultant

This role has been designated as ‘Edge’, which means you will primarily work outside of an HPE office.

**Job Definition**:
An account dedicated support consultant, focused on deployment and support of onsite and / or remote delivery of software services and support, installation and configuration for customer environments. Deliver reactive and proactive activities according to contract/Scope of Work and Service Level Agreement to ensure customer satisfaction and loyalty. The position maintains a high level of customer satisfaction by ensuring clear business and technical solution alignment, clarifying customer needs and ensuring those needs are met. Capable of communicating with customers at all levels. Consistently and continually maintaining technical knowledge based on the sold solution. Responsible for HPE Total Customer Experience.

**The role**:
Accountable for Technical Team guidance for Hardware and Software direction and coordination. Works closely with District Service Manager (DSM) and provides the technical guidance, input and oversite to the site deliverables.

Running and maintaining daily/weekly/monthly site team meetings in order to plan and assure all services are delivered according to the contract.

Being the technical communication point of contact to the site and team.

Provides a back-up to the DSM by providing site leadership when the DSM is not available or on-site.

**Management Level Definition**:
**Additional guidance/criteria**:

- Mechanical aptitude
- Strong problem-solving mindset
- Case management processes
- Collaboration with internal and external partners
- Logical approach to cause and effect

**Responsibilities**:

- Maintain the Supercomputer systems availability to the customer
- Create and document site procedures, system diagrams, and other configuration or support documents
- Maintain system software and firmware revisions, including patches, updates and OS upgrades, including all associated future planning and based on workload changes
- Solve system hardware, software, and third-party software issues, and provide detailed and thoughtful analysis of problem and solution, according to case management processes
- Gather data, perform analysis, and escalate problems to higher-level product support groups and appropriate management when necessary to ensure timely resolution of system or customer issues, according to Service level agreement, and following internal processes.
- Maintains a high level of customer satisfaction by clarifying customer needs and communicating the needs to HPE.
- Responsible for software support deliverables and acts as collaborator with the Account Support Manager (where applicable) for the technical deliverables.
- Performs all types of software related tasks including installation and configuration in full partnership with the customer.
- Escalate issues as needed to HPE account and according to established procedures.
- Integrate technical knowledge and business understanding to create solutions for customers.
- Resolve most technical incidents independently within specified technical area.
- Work with team members to resolve more complex or cross-technology incidents
- Identify potential escalations and alert management proactively. Reactively provide solutions to prevent problems from re-occurring in area of responsibility.
- Identify additional services that could lead to future service revenue growth.
- Build strong relationship with customer in assigned accounts.
- Build strong relationship with internal senior technical teams such as ERT and R&D where applicable.

**Education and Experience Required**:

- Bachelor’s degree in Computer Science, Engineering, or related area of study and/or
- 3+ years’ Linux HPC-related experience, ideally with large-scale HPC and parallel file system
- **Knowledge and Skills**:

- 3+ years’ Linux HPC-related experience, ideally with large-scale HPC and parallel file system administration and support Linux+ and Security+
- Extensive knowledge and experience with Linux operating systems (RHEL or SLES), workload management systems, parallel file systems, networking and security Direct experience and demonstrated proficiency with multiple programming and scripting languages (e.g. Perl, Python, C, FORTRAN, etc.)
- Ability to maintain system software, utilizing debugging tools for problem isolation; will perform software builds, software upgrades, and patch installation as needed
- Ability to lead and work effectively in a team environment. Excellent interpersonal, customer relations and problem management skills, with the ability to stay calm and professional under pressure while working to strict deadlines
- Experience with project planning and management, process management, and team or project leadership preferred
- Able to clearly document processes and procedures with a focus toward mentoring and knowledge sharing
- Provide solutions and implement repair or workarounds when p