Job Description

L3 Support Engineer (Infra) Includes Bare Metal, VMware and OpenStack, backup and archival and compliance in production Expert in troubleshooting issues/incidents related to Virtualization and Storage across VMware, OpenStack and backup & archival. Perform Incident management, Problem management and capacity management tasks. Devops, Kubernetes (K8) terraform, Ansible, CI/CD, OpenStack (Nova, Ceilometer, Neutronand ceph etc.,) Maintain knowledge base for alert handling, and where possible integrate this directly into monitoring or ticketing tools/ assist in alerts fine tuning. Maintain and contribute to Standard Operating Procedures for common operational tasks. Storage Management Tasks such as monitoring, backup and archival, creation and modifications of LUNs, Snapshots, Data Replication, Reporting and analysis. Storage, Backup, DR, Availability Management. Scripting and Automating tasks and processes. Troubleshoot Backup devices including Commvault, networker devices and manage backup polices including full, incremental, differential, and various other backups. Responsible for Service request management, Incident Management, Change Management and problem resolution for all critical incidents. Be the focal point while leading a Major incident up to & including interacting with Sr. IT Leadership as needed to help expedite incident resolution. Provide support and participate in the CAB and change control process. Provide appropriate inputs to the Problem management process, RCA preparation. Drive timely resolution of service requests, incidents and periodically communicate status. Liaise with the Business and Application owner for major activities like Integrated Business continuity exercise/ DR, application migration and other major incidents/ changes. Assist in integrating processes into Service management tools (BMC ITSM). Identify and recommend improvements to existing processes. Notify, escalate, and communicate to senior management on status of critical service requests, major incidents and changes as necessary Experience in OS platforms (windows, linux, centos, ubuntu etc.,) • Experience in Cloud technologies (VMware suite) and open stack. Hands on experience in ticketing and monitoring systems ( Ex BMC suite- ITSM, TSSA, REMEDY etc.,). Ability to prioritize and multitask. Excellent communication and interpersonal skills..