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Sr Systems Engineer Intuitor Softech Services

3 months ago

Bengaluru Bangalore, India timesjobs Full time

Position: Sr. Systems Engineer
Ref. Code: IIS/AC-C/IN-GD/SSE1122
Job Summary:
Configure, deploy, troubleshoot and provide ongoing operations and maintenance support for client and Clients infrastructures (OS: e.g., Windows, Linux, VMware): primarily post-implementation support. Work as part of a 24/7 team to ensure secure and stable environment and to keep operations running smoothly and effectively for customers. Serve as escalation for Systems Engineer I and II and provide coaching for team.
Knowledge and Skill Requirements:

Monitor emails for incoming issues, updates on issues, or questions from customers/colleagues.
Monitor ticket management system (including incoming tickets and ticket updates).
Advise and provide information to team regarding tickets in queue.
Issue and Incident Management Accountabilities.
Manage escalated/assigned/selected tickets to ensure SLA compliance and customer satisfaction (juggling multiple tickets as necessary); respond quickly/effectively to issues and take responsibility for seeing through to complete resolution.
Manage complex issues escalated from less experienced engineers or major incidents with little or no guidance.
Prioritize tickets based on severity/urgency, breadth of impact, time in queue, and specific customer, providing guidance to others on priorities and what constitutes a major issue.
Deliver customer-focused support via phone calls and ticket-based communications.
Update tickets.
Follow up on assigned/selected tickets/issues that remain open, intervening as needed to direct/guide less experienced engineers.
Route issues to appropriate group outside of Systems as needed with high degree of mastery with cross-functional or vendor escalations.
Diagnose, trouble shoot and resolve external customer and Systems issues.
Research issues using multiple sources as needed.

Immediate team colleagues, tech leads, colleagues in other (engineering and non-engineering) areas, vendors, managers, external network and/or customers.
Other Requirements:

Linux/Unix RHCE / SCSA / SCNA / LPIC
Microsoft Certified Solutions Expert (MCSE)
Microsoft Certified IT Professional (MCITP)
VCP, VCAP certification

Job Location: Bangalore
Email: careers@intuitorit.com
Education and Experience Requirements
Must Haves

Bachelors degree in related field and 7-10 years of system engineering experience or commensurate (at least 10 years) experience
Experience with specified OS systems (Linux and/or Windows) and virtualization tools/technologies (VMware) only OS or systems virtualization technology
General Microsoft Office and Visio experience

Other Accountabilities

Attend meetings as required.
Adhere to Clients Engineering and Architecture standards and industry best practices.
Provide 24x7 support of customers and customer operating system infrastructure, up to and including on-call rotation.

Documentation
Review and manage increasingly complex team documentation activities, including:

Systems documentation/diagrams.
MOPs.
Run Books.
Known issues, solutions, and workarounds.
Reports.
Write/update Knowledge Base articles.

Coaching and Mentoring
Apply broad knowledge to consistently coach and mentor other engineers. Serve as go to resource within team and outside areas of responsibility as needed. Communicate (as needed to accomplish job accountabilities) clearly and professionally with technical and non-technical audiences through e-mail, phone conversations, or in person. Convey technical information at the right level, always keeping the customer (internal and external) experience in mind.