Required Skills
Technology | (Operating) System Administration|Windows Server Administration
Technology | Operating System|Working knowledge on multiple Windows OS platforms, OS configuration on different roles - Domain, WINS, DNS, DHCP, IIS, WSUS
Technology | Operating System | Knowledge on performance management for OS
Education Qualification :
Any Graduate (Engineering / Science)
Certification Mandatory / Desirable :
Technology | Unix Administration
Delivery Skills:
1. Proactive monitoring and investigation of logs: Initiate Unix and Linux, AIX,troubleshooting, investigate to identify the possible issues, locate the device,service causing the issue. Record the findings and analysis in to the ticket
2. Restoration and Resolution: Identify the issue based on troubleshooting and decide on the actions required to be implemented for resolving the issue. Refer to required KEDB or Knowledge bases for known issues/repetitive issues and resolution steps. Implement the resolution steps, execute, validate and update ticket with steps taken and outcome
3.Triage: Once the resolution steps are completed if the issue is still not resolved or if it s an unknown issue and standard troubleshooting methods did not resolve the issue, escalate the ticket to L3 SME and support the troubleshooting process, if there is a bridge, continue on the bridge along with the SME
4.Process Compliance:
- Gather information from vendor, customer, analysis from the troubleshooting/investigation, resolution steps implemented etc. and update the tickets regularly, as per the defined process
- Prepare a detailed report on the plan of action for the existing tickets for the next shift engineer (Shift Handover Report)
- Followthrough and execute the various Escalation Matrix (Vendor , Internal and Customer defined)
- Ensure tickets are closed post user/customer communication
- Constantly track tickets for SLA adherence and escalate on deviations as defined in the process
