Proactive monitoring and investigation of logs: Initiate Unix and Linux, administration, troubleshooting, investigate to identify the possible issues, locate the device/service causing the issue. Record the findings and analysis in to the ticket
Restoration and Resolution: Identify the issue based on troubleshooting and decide on the actions required to be implemented for resolving the issue. Refer to required KEDB or Knowledge bases for known issues/repetitive issues and resolution steps. Implement the resolution steps, execute, validate and update ticket with steps taken and outcome
Triage: Once the resolution steps are completed if the issue is still not resolved or if it s an unknown issue and standard troubleshooting methods did not resolve the issue, escalate the ticket to L3 SME and support the troubleshooting process, if there is a bridge, continue on the bridge along with the SME. This support includes coordination with 3rd party vendor technicians.
Process Compliance
- Gather information from vendor, customer,
analysis from the troubleshooting/investigation, resolution steps implemented etc. and update the tickets regularly, as per the defined process.
- Prepare a detailed report on the plan of action for the existing tickets for the next shift and nbsp; engineer (Shift Handover Report),
- Follow-through and execute the various Escalation Matrix (Vendor , Internal and Customer defined),
- Ensure tickets are closed post user/customer communication,
- Maintain inventory of Network equipment s and links,
- Constantly track tickets for SLA adherence and escalate on deviations as defined in the process.
Unix and Linux (RHEL, Centos, Ubuntu, OEL)
- Configure and manage user accounts and groups independently
- Install, configure, and manage software packages and services
- Implement and manage file system permissions and security
- Configure basic networking and firewall settings
- Perform system monitoring and basic performance tuning