Primary Mandatory Skills
- Linux Administration (RHEL / SUSE / CentOS)
- Enterprise Linux Support Experience (5+ Years)
- Red Hat Cluster / SUSE Cluster
- Veritas Cluster Server (VCS)
- Linux Troubleshooting (L2 / L2+ Support)
- Linux Networking Troubleshooting
- Patch Management & Security Management
- Red Hat Satellite / SUSE Manager
- Linux Vulnerability Assessment & Mitigation
- Disaster Recovery (DR) Planning & Testing
- VMware / RHVM Virtualization
- Shell Scripting
- Incident & Change Management
- Performance & Capacity Monitoring
- SLA Based Support Environment
- 24x7 Production Support Experience
Key Responsibilities:
- Resolve customer’s issues via the telephone, email or remote sessions.
- 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.
- 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.
- 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 Change Advisory Board.
- Patch and Security Management: Apply patch and security changes per policy. Proactively monitor the environment for patch compliance. Analyse patches for compatibility with each customer or internal infrastructure environment.
- Configuration Management: Ensure Configuration Management Database (CMDB) entries are complete and accurate.
- Quality: May provide feedback/influence change in internal and/or vendor-provided products/service offerings.
- Project / Account Management: Participate and propose in internal projects across technology customers, including Knowledge Transfer (KT) and Transition. Create Standard
Operating Procedure (SOP)
- Reproducing issues in-house and responding back in a timely manner.
- Leverage internal technical expertise, including peers, mentors, knowledge base, community
forums and other internal tools, to provide the most effective solutions to customer issues.
- 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 outside the team/technology area.
Exp: 7+yrs
Pay: ₹1,200,000.00 - ₹1,400,000.00 per year
Work Location: In person
