IT is a C2H Based opportunity with one of our esteemed clients

Indian multinational technology company that provides engineering research and development services

Job Description:

·        The candidate provides Operate and Admin support on Compute infrastructure and the Operating system in accordance with contractually established terms and conditions and established technical standards.

·        Provides technical input, solutions, and recommendations to deal pursuit.

·        Engaged in and provides support for transition/ transformation efforts.

·        Provides IT infrastructure and/ or application infrastructure lifecycle technical support, including planning, project management, installation, on- going management/ monitoring/ troubleshooting, and de- installation, following operational policies and processes that are compliant with industry standards (e.g. Information Technology Infrastructure Library (ITIL)).

·        Manages the technical/ service relationship between the company and the customer, and between the company and subcontractors/ vendors.

·        Works with the key customers and/ or internal businesses/ end user representatives (Infrastructure Support Managers, Client Manager and the Account Delivery Manager) to retain customers and build the business.

 Eligibility & Qualification:

·        Bachelor’s degree in Engineering (or Equivalent).

·        Experience: Minimum 3+ years of experience in Enterprise Servers and Linux technical support

·        Relevant certification on the latest track like HPUX / RHCSA / RHCE will be an added advantage.

·        Flexible to work in 24X7 support environment

·        ITIL certification is an added advantage

Key Responsibilities:

·        Resolve customer’s issues via the telephone, email or remote sessions.

·        Reproduce 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.

Must Have:

§ Broad technical knowledge on ISS solutions – Installing, Configuring & Troubleshooting of C7000 enclosures, Virtual Connects, Blade Switches- SAS,Ethernet & FC, ProLiant Blades & Storage Blades

§ Operating Systems Knowledge – Install, configure, administration and troubleshoot RHEL/SUSE(as Bare-Metal OS & as VMs on Hypervisors)

§ Troubleshooting OS logs for hardware issues from VM-support, HPSreport, SOSreport, Support-Config etc

§ Knowledge on SAN, NAS technologies ( Ethernet / iSCSI, FC, FCOE)

§ Knowledge on DAS Storage & HBAs – Smart Array /RAID, SSDs SAS, SATA etc

§ Disaster Recovery planning and conducting DR tests.

§ Performed 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

§ Basics of Networking (Vlan concepts, Analyzing switch logs, Jumbo frames, flow control etc)

§ Should be ready to work in rotational shifts and on weekends.

§ Good written and verbal communication skills (Mandatory).

§ Zeal for going the extra mile to solve customer issues.

Good to have:

§ Understanding of Rest API, Powershell, databases like SQL/Postgress, etc.

§ Operating Systems Knowledge – administration and support on VMware, Windows HyperV,

§ Linux/Microsoft/VMware VCP or equivalent experience/certification will be an added advantage

§ 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.