Senior Administrator - Wintel & Virtualization (WV1)

System Monitoring and Troubleshooting: Proactively monitor logs and identify issues in Windows, VMware, and Hyper-V environments Investigate root causes of system malfunctions and troubleshoot devices/services causing issues Collaborate with internal teams and third-party vendors for resolution if issues remain unresolved Issue Resolution and Restoration: Troubleshoot and resolve system problems by referencing Knowledge Databases (KEDB) and known issue resolutions Implement resolution steps, validate fixes, and document troubleshooting outcomes Escalate unresolved issues to L3 SME, providing ongoing support in troubleshooting efforts Maintain detailed records of actions taken and updates in ticketing systems Process Compliance and Documentation: Regularly update tickets with troubleshooting details, resolution steps, and status of ongoing issues Prepare shift handover reports for the next engineer to ensure continuity of work Execute escalations as defined in SLA and escalation matrices, ensuring resolution timelines are met Ensure tickets are closed post-user communication and ensure effective follow-ups System Updates and Maintenance: Apply kernel patching, software updates, and configure additional storage as needed per database requirements Manage antivirus tools, update virus definitions, and implement signature updates to ensure system security Automate certain monitoring tasks using scripting to improve efficiency and reduce manual interventions Vendor Coordination and Escalation: Follow escalation protocols for vendor support when necessary, ensuring all parties are aligned on resolutions Track and manage tickets to ensure SLA compliance and minimize delays in incident resolution