Job Designation: Linux Engineer
Job Description:As a part of Linux Team support deliverables the engineer is required to possess strong knowledge ofLinux products and technologies and provide advanced level technical support to global HPEcustomers. Apply advanced technical knowledge to operate one or more technology areas (e.g. serveradministration, technical security management, Database management and performancemanagement) for customers that are critical or high-risk. Integrate technical knowledge and businessunderstanding to create superior solutions for customers and HPE. Have a strong customer focus andsensitivity in dealing with diverse cultures and ability to learn and adapt quickly.Eligibility & Qualification:
- Bachelor's degree in Engineering (or Equivalent)
- Experience: Minimum 5+ years of experience in Enterprise Linux technical support environment
- Relevant certification on the latest track like HPUX / RHCSA / RHCE will be an added advantage
- Flexible to work in 24X7 support environment
Key Responsibilities:
- Resolve customer's 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.
- Solution Design: Apply HPE solutions to meet highly complex customer and/or trade/HPE
infrastructure needs.
- Quality: May provide feedback/influence change in internal and/or vendor-provided
products/service offerings.
- Project Management: Participate, propose, and/or lead customer and internal projects across
technology customers, including Knowledge Transfer (KT) and Transition. Create Standard
Operating Procedure (SOP)
- Customer Relationship Management: Influence with customers and/or internal businesses/end
users regarding operational details, solutions, and proposals. Becoming a trusted advisor to the
customer.
- Teamwork: Work as part of a team, which may be virtual, global, and/or multi-functional. Lead
teams which address operational processes and policies in work area. Seen as a resource to the
team in one or more technical or business areas. Becoming a trusted advisor inside and outsidethe team/technology area.Technical Skills:
- Strong Knowledge in installing, configuring, troubleshooting and Administration of all flavors of
Linux.( Level 2 / Level 3)
- Troubleshooting networking issues in Linux environment
- Strong understanding of Cluster Services in HPUX , Redhat and SUSE
- Good knowledge on SAN technologies and converged solutions
- Good knowledge on HP Servers Blade, SDFlex , 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 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
Non-Technical Skills:
- Excellent written and verbal communication skills Commitment to deliver high quality product and
solution support.
- 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
