At Hitachi Energy our purpose is advancing a sustainable energy future for all. We bring power to our homes, schools, hospitals and factories. Join us and work with fantastic people, while learning and developing yourself on projects that have a real impact to our communities and society. Bring your passion, bring your energy, and be part of a global team that appreciates a simple truth: Diversity + Collaboration = Great Innovation
Hitachi Energy is seeking a Senior Applications Administrator for its Houston, Texas location. This role is responsible for ensuring the availability and functionality of Hitachi Energy Enterprise Software Applications for Clients, Global Account Teams and Support Teams to facilitate the effective delivery of service through ongoing support and maintenance of applications related resources on the Clients behalf. This role is also responsible for ensuring that the applications, as managed on the Clients behalf, are working as designed and taking proactive measures to ensure any defects raised which are deemed appropriate by management are resolved. Primarily the focus of the role is to ensure customer service for Applications related Incidents and Service Request as they relate to Hitachi Energy contractual obligations with a key objective of the reduction of incidents raised, for Application instances managed on the Clients behalf. The position will operate in accordance with Cloud Services global guidelines, policies and process as defined by the Cloud Services global centers of service excellence.
Your responsibilities
- Service Level Management:
- Ensure the availability of managed Applications for use with regular customer and operational KPI adherence reviews as defined by the Cloud Services business.
- Provide ad hoc formal reporting for both internal and external audiences as required.
- Act as a key technical contact for customers and ability to manage customers and deliver to the contractual service level agreement.
- Service Operations:
- Review complex issues and determine action plans relating to managed Applications services
- Take ownership of Incidents and Service Requests within the managed group
- Perform all work assigned is performed in accordance with client SLAs and Cloud Services management priorities.
- Provide Level 2 support for managed Applications.
- Take responsibility for effective and timely delivery of managed Applications services including but not limited to:
- Manage application security framework and environmental configuration at an application layer.
- Act as the point of technical escalation for all significant application issues.
- Perform fault analysis and application log debugging to resolve complex issues.
- Perform Application monitoring and management tasks e.g. system monitoring, error detection scripts and procedures, database optimization and background job scheduling.
- Perform Application performance tuning and preventative maintenance.
- Ensure adherence to change management control procedures by gaining approval from the process management steering committee prior to implementation.
- Mentor team members that are junior and provide training as necessary to advance the level of skills within the team.
- Continual Service Improvement:
- Perform evaluation for root cause of Incidents and instigate actions to correct both the Incident and the underlying cause.
- Perform maintenance activities within an agreed life cycle for allocated resources maintenance including adherence to agreed design, implementation, testing and documentation standards.
- Proactively propose and implement improvement solutions to common problems.
- Service Transition:
- Adapt Cloud Services solutions to meet bespoke customer requirements as part of a Transition team.
- Maintain the documentation and processes of managed Applications Services for administration and support.
- Contribute to documentation relating to Cloud Services Account Management processes as impacted by managed Applications Services changes and development.
- Comply with existing Hitachi Energy Change Management procedures internally and provide where required management of external customer change management procedures as they apply to services performed. At a administrator level this will include performing and proposal of formally documented changes.
- Ensure all activities are in line with the Cloud Services business direction for Globalization and consistency between operational groups as defined by Cloud Services Management.
- Participate in the training plan arranged by the Administration Team Leader. Demonstrate self-motivation in managing self-training initiatives (self-study, use of sandpit environments, industry forum membership and participation etc)
- Build business relationships with customer stakeholders and develop a positive reputation for Hitachi Energy.
- Maintain currency of technical knowledge of Applications technology, support tools and techniques.
- Undertake other tasks as directed by Management.
Your background
- Bachelor degree in Information Technology, Business or Commerce with a focus on Application Architecture or IT Systems, or equivalent industry experience and a minimum of 5 -8 years’ experience in an IT Service Delivery Role.
- 1-3 years’ experience in supporting and/or administrating specialist mining applications in a medium to large enterprise environment.
- Candidate must already have a work authorization that would permit them to work for Hitachi Energy in the United States.
- Understanding of the ITIL framework, experience working in a mature change management process environment.
- Experienced in information technology service delivery
- Basic understanding of IT architecture, both infrastructure and application.
- Results driven orientation
- Committed to excellence in Customer Service
- Excellent knowledge of Windows Server Operating System or Unix system administration.
- Excellent knowledge of Database fundamentals (SQL, Oracle)
- Excellent knowledge in scripting (PowerShell, Batch, Shell tec)
- Excellent knowledge with enterprise monitoring system (OpenNMS, Prometheus)
- Good understanding of container (Kubernetes)
- Good understanding of Enterprise Application Architecture and Distributed Applications Architecture both on-premise and Cloud (Azure, AWS)
- Capacity to work with formal support documentation (user requirements, functional design, technical specifications, user guide, etc)
- Strong statistical analysis and problem-solving skills
- Ability to understand technical problems and capable of clearly explaining the problem and solution to non-technical staff
- Excellent written and oral communication skills.
- Ability to manage multiple priorities, projects and meet deadlines.
- Ability to plan activities and deliver to timelines.
- Ability to work under situations of time criticality
- ITIL Certification at Foundation level
More about us
Hitachi Energy is a global technology leader that is advancing a sustainable energy future for all. We serve customers in the utility, industry and infrastructure sectors with innovative solutions and services across the value chain. Together with customers and partners, we pioneer technologies and enable the digital transformation required to accelerate the energy transition towards a carbon-neutral future. We are advancing the world’s energy system to become more sustainable, flexible and secure whilst balancing social, environmental and economic value. Hitachi Energy has a proven track record and unparalleled installed base in more than 140 countries. Headquartered in Switzerland, we employ around 38,000 people in 90 countries and generate business volumes of approximately $10 billion USD. www.hitachienergy.com Hitachi Energy is an Equal Employment Opportunity (EEO) and Affirmative Action Employer encouraging diversity in the workplace. We welcome you to apply and want you to know that all qualified applicants will receive consideration for employment without regard to race, creed, color, ancestry, religion, sex, national origin, citizen status, age, sexual orientation, gender identity, disability, marital status, family medical leave status, protected veterans' status or any other legally protected characteristic. For more information regarding your EEO rights as an applicant, please visit the following websites: https://www.dol.go v/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf and https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/ posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf. Protected veterans and qualified individuals with a disability may request a reasonable accommodation if you are unable or limited in your ability to use or access Hitachi Energy career site as a result of your disability. You may request reasonable accommodations by calling a Hitachi Energy HR Representative at 1-888-504-2007 or by sending an email to: us-pg-askhr@abb.com. Resumes and applications will not be accepted in this manner. #LI-NAM1
Publication date
2022-02-18
Reference Number
US52845654_E1