Job Description
Key Responsibilities:
- Resolve customers issues via the telephone, email or remote sessions.
- Reproducing issues in-house and responding back in a timely manner.
- Regular follow ups with customers with recommendations, updates and action plans.
- Identify and escalate issues in a timely manner to vendor according to Standard
Operating
Procedures.
- Leverage internal technical expertise, including peers, mentors, knowledge base,
community
forums and other internal tools, to provide the most effective solutions to customer
issues.
- Collaborate with other CoE/HW teams in diagnosing and isolating the cause of
complex issues.
- Maintain quality on case documentation, SLA timeframes and operational metrics.
- Performs within the Productivity Measure of the team (scorecard)
- Incident Management: Resolve single and cross technology incidents independently.
Lead the
team members to resolve complex or cross technology incidents.
- Escalation Management: Identify, manage, and lead technical escalations. Participate
in formal
Escalation when required to support escalation especially during crisis.
- Problem Management: Proactively and reactively look for solutions to prevent
problems from
occurring in team/technology area. Perform Trend and Root cause analysis.
- Change Management/Implementation: Independently prepare, review, implement,
rollback and test
plan for change records. Perform risk and impact analysis for changes, May lead or
participate in
a Change Advisory Board.
- Patch and Security Management: Apply patch and security changes per policy.
Proactively monitor
the environment for patch compliance. Analyze patches for compatibility with each
customer or
internal infrastructure environment.
- Configuration Management: Ensure Configuration Management Database (CMDB)
entries are
complete and accurate.
What You Need to Bring :
Eligibility & Qualification:
- Bachelor’s degree in Engineering (or Equivalent).
- Experience: Minimum 5 years of experience in Enterprise technical support
environment
- Relevant certification on the latest track like CCNA / RHCE will be an added
advantage.
- Flexible to work in 24X7 support environment
Technical Skills:
- Strong Knowledge in installing, configuring, troubleshooting and Administration of all
flavors of
Linux.
- Troubleshooting networking issues.
- Strong understanding of Cluster Services
- Good knowledge on SAN technologies and converged solutions
- Good knowledge on HP Servers Blade, Rackmount and Virtual Connect
OS/patch/security update/management.
- Disaster Recovery planning and conducting DR tests.
- Responsible for Standard Operating procedures issuance to incident management
team.
- Prepare Service delivery reports and participate in customer meetings
- Routine Performance Analysis, Capacity analysis, security audit analysis reports to
customer for
necessary planned changes
- Linux Vulnerability assessment and Mitigation
- HPE Service Guard cluster on RHEL
- Knowledge on Patch deployment solutions – Redhat Satellite
- Working knowledge on SUSE Linux and HP UX