As a part of Linux Team support deliverables, the engineer is required to possess strong knowledge of Linux products and technologies and provide advanced level technical support to global customers. Apply advanced technical knowledge to operate one or more technology areas (e.g. Linux server administration, technical security management, Database management and performance management) for customers that are critical or high-risk. Integrate technical knowledge and business

understanding to create superior solutions for customers . Have a strong customer focus and

sensitivity in dealing with diverse cultures and ability to learn and adapt quickly.

Eligibility & Qualification:

• Bachelor's degree in Engineering (or Equivalent)
• Experience: 5 to 7 years of total experience in IT and 5+ years of relevant experience in Enterprise
  
  
  

Linux technical support environment

• Relevant certification on the latest track like RHCSA / RHCE
• ITIL certification is an added advantage
• Flexible to work in 24X7 support environment and shared services
  
  

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.

Technical Skills:

• Strong Knowledge in installing, configuring, troubleshooting and Administration of all flavours of
  
  

Linux. (Level 2 / Level 2+)

• Troubleshooting networking issues in Linux environment
• Strong understanding and hands on of Cluster Services in Redhat /SUSE and veritas
• Actively participate in Disaster Recovery planning and conducting DR tests
• Responsible for Standard Operating procedures issuance to incident management team
• Routine Performance Analysis, Capacity analysis, security audit analysis reports to customer for
  
  

necessary planned changes

• Linux Vulnerability assessment and Mitigation
• Intermediate knowledge on shell script for automating the routine tasks
• Knowledge on Patch deployment solutions - Redhat Satellite, SUSE Manager
• Working knowledge on Redhat, CentOS, SUSE Linux, AIX, and HP-UX
• Experience in virtualization technologies like Vmware, RHVM
  
  

Non-Technical Skills:

• Excellent written and verbal communication skills Commitment to deliver high quality product and
  
  

solution support.

• 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