Key Responsibilities:
Resolve customers 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 setting for patch compliance. Analyze patches for compatibility with each

customer or

internal infrastructure workplace.
Configuration Management: Ensure Configuration Management Database (CMDB)

entries are

complete and accurate.

What You Need to Bring :

Eligibility & Qualification:
Bachelor’s degree in Engineering (or Equivalent).
Experience: Minimum 5 years of exp

📌 Linux Administrator Bengaluru
🏢 Talworx Solutions
📍 Bengaluru