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 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.

What You Need to Bring :

Eligibility & Qualification:

- Bachelor’s degree in Engineering (or Equivalent).
- Experience: Minimum 5 years of experience in Enterprise technical support

environment

- Relevant certification on the latest track like CCNA / RHCE will be an added

advantage.

- Versatile 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

📌 Linux Administrator (Bengaluru)
🏢 Talworx Solutions
📍 Bengaluru