Job Description: The candidate provides Operate and Admin support on Compute infrastructure and the Operating system in accordance with contractually established terms and conditions and established technical standards. Provides technical input, solutions, and recommendations to deal pursuit. Engaged in and provides support for transition/ transformation efforts. Provides IT infrastructure and/ or application infrastructure lifecycle technical support, including planning, project management, installation, on- going management/ monitoring/ troubleshooting, and de- installation, following operational policies and processes that are compliant with industry standards (e.g. Information Technology Infrastructure Library (ITIL)). Manages the technical/ service relationship between the company and the customer, and between the company and subcontractors/ vendors. Works with the key customers and/ or internal businesses/ end user representatives (Infrastructure Support Managers, Client Manager and the Account Delivery Manager) to retain customers and build the business. Eligibility & Qualification: Bachelors degree in Engineering (or Equivalent). Experience: Minimum 3+ years of experience in Enterprise Servers and Linux technical support Relevant certification on the latest track like HPUX / RHCSA / RHCE will be an added advantage. Flexible to work in 24X7 support environment ITIL certification is an added advantage Key Responsibilities: Resolve customers issues via the telephone, email or remote sessions. Reproduce 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. Must Have: Broad technical knowledge on ISS solutions – Installing, Configuring & Troubleshooting of C7000 enclosures, Virtual Connects, Blade Switches- SAS,Ethernet & FC, ProLiant Blades & Storage Blades Operating Systems Knowledge – Install, configure, administration and troubleshoot RHEL/SUSE(as Bare-Metal OS & as VMs on Hypervisors) Troubleshooting OS logs for hardware issues from VM-support, HPSreport, SOSreport, Support-Config etc Knowledge on SAN, NAS technologies ( Ethernet / iSCSI, FC, FCOE) Knowledge on DAS Storage & HBAs – Smart Array /RAID, SSDs SAS, SATA etc Disaster Recovery planning and conducting DR tests. Performed 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 Linux and in Integrarion with Database and ERP Solution Knowledge on Patch deployment solutions – Redhat Satellite , SUSE Manager Working knowledge on AIX , Redhat , CenOS , SUSE Linux and HP UX Basics of Networking (Vlan concepts, Analyzing switch logs, Jumbo frames, flow control etc) Should be ready to work in rotational shifts and on weekends. Good written and verbal communication skills (Mandatory). Zeal for going the extra mile to solve customer issues. Good to have: Understanding of Rest API, Powershell, databases like SQL/Postgress, etc. Operating Systems Knowledge – administration and support on VMware, Windows HyperV, Linux/Microsoft/VMware VCP or equivalent experience/certification will be an added advantage Must achieve excellent customer satisfaction Take ownership and work with high productivity and efficiency. Support other team members and seek their advice to make decisions on complex issues. Deliver trainings when required.
