Linux Engineer

hpe

Bangalore NM Years Exp Posted 557d ago

Job Description

  • 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 outside the team/technology area.

 

What you need to bring:

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

  • Experience: Minimum 8 years of experience in Enterprise technical support environment

  • Relevant certification on the latest track like CCNA / RHCE will be an added advantage.

  • Flexible to work in 24X7 support environment

 

Technical Skills:

  • Strong Knowledge in installing, configuring, troubleshooting and Administration of all flavors of Linux.

  • Troubleshooting networking issues.

  • Strong understanding of Cluster Services

  • Good knowledge on SAN technologies and converged solutions

  • Good knowledge on HP Servers Blade, 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 RHEL

  • Knowledge on Patch deployment solutions – Redhat Satellite

  • Working knowledge on 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

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