Senior Analyst, IT Infrastructure

Role: Senior Analyst, IT Infrastructure

Location: Bangalore, India

Role Overview:

Regularly provides technical support expertise in a complex cloud platform environment with the need to support the Virtustream enterprise class, mission critical, production environment for IaaS Portal software and other Virtustream Products.

Ability to convey sophisticated ongoing technical system support is critical to, and an essential component of, both Virtustream business operations and the business operations of Virtustream customers. Apply technical support expertise to resolve and escalate customer issues. Customer requests may be received by Support Centers through automated alerts, voice initiated technical calls from Customers, Partners, remote maintenance calls, internal and field Virtustream employees, Chat and Web support calls. Works closely with peers and internal SMEs to increase knowledge and resolve customer issues. Identifies and provides resolutions to technical problems. Use troubleshooting tools, content, and analytical practices to help determine best way to resolve identified and unidentified problems.

This position requires interaction and coordination among several different groups within the Product Development group including Operations, Development, QA and Support.

Key Responsibilities:

• Respond to customer-initiated service and incident tickets for reported problems and queries.
• Act as a customer liaison and point of contact throughout the ticket lifecycle
• Troubleshoot production problems with software products for and with customers.
• Take initiative to accomplish tasks involving communication/coordination with Operations, Development and QA teams.
• Improve existing processes and/or develop new processes to improve efficiency where needed.
• Partner with various engineering teams to troubleshoot, analyze, and resolve tickets
• Ability to work well as a member of a large team spanning multiple cultures and time zones.
• Ability to read/write simple to complex Python, Go, PowerShell or similar scripts for system automation and configuration management.
• High self-motivation and ability to learn multiple technologies and software applications with little supervision.
• Ability to multi-task several projects at a time.
• Ability to communicate clearly both verbally and in written form, especially technical concepts.
• Respond to customer-initiated service and incident tickets for reported problems and queries.
• Act as a customer liaison and point of contact throughout the ticket lifecycle
• Troubleshoot production problems with Virtustream software products for and with customers.
• Take initiative to accomplish tasks involving communication/coordination with Operations, Development and QA teams.
• Improve existing processes and/or develop new processes to improve efficiency where needed.
• Partner with various engineering teams to troubleshoot, analyze, and resolve tickets
• Ability to work well as a member of a large team spanning multiple cultures and time zones.
• Ability to read/write simple to complex Python, Go, PowerShell or similar scripts for system automation and configuration management.
• High self-motivation and ability to learn multiple technologies and software applications with little supervision.
• Ability to multi-task several projects at a time.
• Ability to communicate clearly both verbally and in written form; especially technical concepts.

Essential Requirements:

• Customer Centric Focus
• This role is responsible for deploying, configuring, managing, maintaining, and troubleshooting monitoring applications (System Pulse, Red Alert, and Zabbix) that support Virtustream's multi-tenant Advanced Managed Service offerings to Virtustream customers.
• This resource will also be expected to recommend best practices, develop automation, and recommend process improvement that will advance monitoring capabilities and reduce alert noise.
• Coordination and clear communication with peer support teams is required to complete Tasks and resolve issues that arise.
• Install monitoring agents, configure monitoring probes, validate monitoring alerts, troubleshoot monitoring, remove monitoring from decommissioned systems/devices throughout the multi-tenant environment, update and resolve tasks and incidents as assigned in the ticket queue.
• 3+ years of experience with Zabbix
• Experience with System Pulse and Red Alert monitoring applications is a plus
• Comfortable administrating both Linux and Windows Operating systems
• Basic Understanding of Datacentre infrastructure (i.e. Compute, Storage, Backup, Network and Power Devices)
• Basic understanding of ITIL standards and process
• Knowledge on Incident, Problem, Service Requests and Change management
• Experience in Application Support/Product Support will be an added advantage
• This is a 24/7 remote team of monitoring engineers that are responsible for supporting Managed Services teams by ensuring those teams are alerted to any issues as soon as possible, ideally before the customer is impacted.
• Planned upgrades and customer migrations may require off-hour and weekend support.
• Assigned work is managed through Service Now ticketing system.
• Practical decision making and problem resolution
• Good knowledge of Linux OS
• Intermediate systems, software and network troubleshooting skills.
• Strong virtualization knowledge and experience working with virtualization tools (e.g. VMware vCenter, OpenStack or similar)
• Experience with enterprise networking/storage/servers hardware; especially as it relates to virtualized environments.
• This role is responsible for deploying, configuring, managing, maintaining, and troubleshooting monitoring applications (System Pulse, Red Alert, and Zabbix) that support multi-tenant Advanced Managed Service offerings to our customers.
• Excellent (written and spoken) communication and customer support skills.
• Experience with database administration preferred (e.g. MS SQL Server, PostgreSQL, MongoDB)
• Experience with configuration and maintenance of web servers preferred (e.g. IIS 7.0+, NGINX, Apache)
• Familiarity with Multi/ Two-Factor Authentication concepts.

Additional Responsibilities:

• Coordination and clear communication with peer support teams is required to complete Tasks and resolve issues that arise.
• Install monitoring agents, configure monitoring probes, validate monitoring alerts, troubleshoot monitoring, remove monitoring from decommissioned systems/devices throughout the multi-tenant environment, update and resolve tasks and incidents as assigned in the ticket queue.
• 2 to 3 years of experience with Zabbix preferred
• Comfortable administrating both Linux and Windows Operating systems
• Basic Understanding of Datacentre infrastructure (i.e. Compute, Storage, Backup, Network and Power Devices)
• Basic understanding of ITIL standards and process
• Knowledge on Incident, Problem, Service Requests and Change management
• Experience in Application Support/Product Support will be an added advantage
• This is a 24/7 remote team of monitoring engineers that are responsible for supporting Managed Services teams by ensuring those teams are alerted to any issues as soon as possible, ideally before the customer is impacted.
• Planned upgrades and customer migrations may require off-hour and weekend support

Desirable Requirements:

• Certification: ITIL Foundations (preferred), RHEL (preferred)