Role Purpose :Linux
Technical Tasks
- Handle known issues using the Linux support scripts provided by Linux team.
- Align all Linux clients with network and security rules.
- Troubleshoot and fix client incidents
- Work with local IT to resolve connection problems to the WinMagic server.
- Be familiar with image content and how to fix known issues.
- Use the automation scripts to run updates manually.
- Closely collaborate with the Linux expert team at SAP.
Process Expectations
- Follow agreed processes and procedures for ticket resolution.
- Have a pro-active approach to identify, co-ordinate and resolve tickets
- Be a team player and interact/help team members/cross functional teams to achieve faster issue resolution
- Follow/improve SLA resolution timings.
- Adhere to incident, problem and change management processes.
- Participate in team meetings as per the agreed governance model.
- Engage SAP CTW experts, if required as per service catalog RACI. Work to reduce the ticket assignment to Experts group
- Participate and contribute in continual service initiatives/improvements.
- Assist operation line manager in meeting program objectives.
- Contribute to create and update the knowledge articles. Update documents and share them with the operation line manager for review and approval.
- Keep updated on new technologies and request training if needed.
- Communicate with identified users appropriately via all approved media.
- Adhere to shift timings and complete the assigned tasks
- Hand-off pending issues/tasks to in-coming shift with all details, as per the defined process
- Act as a backup resource, as/when needed
EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES
- University degree or equivalent work experience
- Required:
- Good knowledge of fixing known issues
- Good knowledge of Linux client configurations.
- Practical knowledge of Linux clients.
- Open to work in 16/5 support shifts and on-call during off-business hours
- Willingness to learn new skills and technologies.
- Ability to make quick decisions, assume leadership without supervision, able to assume a role of authority as necessary.
- Ability to think independently and have ability to find solutions to complex issues from different sources
- A keen eye for detail and a result driven approach
- Effective analysis: Ability to listen, analyze and summarize.
- Ability to work in stressful situations. Conflict management skills is a plus.
- Customer and team-work oriented.
- Outstanding communication skills. Excellent English written and oral communication skills
WORK EXPERIENCE
- More than 3 years of experience with LINUX operating systems.
- Experience in working in a large organization with globally distributed personnel, functions and operations.
- Software industry experience strongly preferred.
LOCATION
Bangalore, SRJ Park, India
EXPECTED TRAVEL
Travel up to 10 days a year if required, but not compulsory
Do- Ensure timely response of all the tickets raised by the client end user
- Service requests solutioning by maintaining quality parameters
- Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep
- Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe
- Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction
- Provide an acceptance and immediate resolution to the high priority tickets/ service
- Installing and configuring software/ hardware requirements based on service requests
- 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations
- Provide application/ user access as per client requirements and requests to ensure timely solutioning
- Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer
- Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction
- Coordinate with on-site team for complex problem resolution and ensure timely client servicing
- Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely mannerMandatory Skills: Desktop Support .Experience: 3-5 Years .
