Lead Support Analyst

Corporate Title

Associate

Functional Title

SrSupport Analyst/Lead Support Analyst

Experience

48 years

Qualification

B.E/B.Tech/MCA/M.Tech in Computer Science or another such quantitative field. Ideally a Master s degree or above.

Requisition No

Role & Responsibilities:

As a part of TOC (Technical Operations Center) team candidate will play a vital role in ensuring the stability and performance of multiple infrastructure services such as UNIX, Networks, Storage and backup. Team member would also be responsible to deal with level 1 and 2 tasks, troubleshoot and resolve issues. Crossfunctional skills are desired in managing multiple infrastructure equipment s such as servers, network devices in disciplines of Unix/Linux, Networks Storage and backup This will include ensuring operations run consistently in a standard way across all regions and that data is appropriately stored, protected or archived within agreed service levels. As part of the 24/7 service, you will be responsible for incident and change management and provide technical guidance to other members of the team or other infrastructure teams.

Detailed role and responsibilities are as follows:

• UNIX/Linux

  :
  • Level 1 Support: Serve as the initial point of contact for Level 1 operational issues, addressing and resolving them in a timely and effective manner.
  • Linux System Administration: Assist in the setup, configuration, and maintenance of Linux servers, ensuring their availability, performance, and security.
  • Participate in Storage Operations: Engage in tasks related to the setup, configuration, and maintenance of SAN/NAS systems, ensuring their availability, performance, and security.
  • Troubleshooting: Diagnose and resolve basic hardware, software, and network issues, escalating more complex problems as needed.
  • Monitoring: Participate in the setup and maintenance of system monitoring tools to detect and report operational issues.
  • Security: Contribute to security best practices and assist in implementing security measures.
  • Documentation: Maintain accurate and uptodate system documentation.
  • Collaboration: Collaborate with senior Linux administrators and other departments to provide Level 1 support and contribute to technical initiatives.

• Storage:

  • Update and maintain standard operating procedures for SAN, NAS, Backup & Archive and ensure processes are followed. Maintain the health of the storage systems ensuring hardware faults and resolved by the vendor in a timely manner.
  • Monitor performance of storage environments and the systems that rely on them. Perform emergency and planned maintenance of storagebased systems.
  • Create and execute storagebased change, Work on projects as assigned and work on other duties as assigned.
  • Maintain standard documentation and ensure adherence to the global standard is followed and build productive working relationships with peer teams.

• Shifts (subject to change as per business needs):
  • 24*7 shifts covering all regions (Global Support)

Key Skills:

Mandatory

Desirable

Domain

• Infrastructure Domain

Technical

UNIX/LINUX:

• Linux Proficiency: A solid understanding of Linux operating systems, including experience with installations, configurations and troubleshooting.
• Troubleshooting skills: The ability to diagnose and resolve technical issues efficiently, with a keen eye for detail and problemsolving.
• Basic SAN/NAS Knowledge: Familiarity with Storage Area Networks (SAN) and NetworkAttached Storage (NAS) concepts is a plus.
• Knowledge of Linux OS, Scripting, automation tooling such as Python or Ansible (desirable)
• AD, DNS, DHCP & WINS integration, Group Policy, Security (including SID, GUID, permissions & NTFS), TCP/IP, SNMP, LDAP & Metadirectory technologies

Miscellaneous Skills

• Experience of using JIRA and ServiceNow tools.
• Security Awareness: An understanding of security best practices and a commitment to maintaining system security.
• Documentation: Proficiency in maintaining accurate and uptodate system documentation.
• Collaboration: Strong teamwork and communication skills to work effectively with colleagues and other departments.
• Team Player with excellent verbal and written communications required
• Ability to work independently with minimal supervision
• Quick learner
• Highly proactive and takes initiative to identify problem areas and evolve solutions.

Storage:

• Good experience of administrating one or more enterprise storage and backup solutions with one or more Cloud providers
• Good experience of Hitachi storage solutions, with an exposure other storage solution
• Proficient in administrating a Veritas backup solution
• Familiar with LTO, S3 object storage, shared filesystems and block storage
• Basic SAN/NAS Knowledge: Familiarity with storage and switches

Networks:

• Basic Network Knowledge (LAN, WAN, Telecom/Voice) troubleshooting & Monitoring

• Must have good critical thinking skills and be able to collect and analyse evidence from logs, monitoring and other

Certified:

• Red hat Certified,
• CCNA/CCNP/CCIE
• ITIL/ITSM Certified