Support Engineer

3 weeks ago

India People Prime Worldwide Full time

Job Title: L2 Support Engineer – Unix Implementation & Maintenance

Experience Required: 10+ Years

Location: Pune

Shift Timing: 9 AM to 6 PM

About the Role

A short paragraph summarizing the key role responsibilities.

Responsibilities

  • Support & Operations
  • Provide L2 technical support across Unix/Linux platforms and CI/CD tools.
  • Handle incident resolution, change management, and problem management under ITIL guidelines.
  • Monitor and resolve issues within SLA timelines, maintain logs and documentation.
  • Use internal knowledge bases and update FAQs for self-service resources.
  • CI/CD & DevOps
  • Support and maintain CI/CD pipelines, primarily using Git, Git Bash, and Bitbucket.
  • Assist in pipeline automation, troubleshooting integration/deployment issues.
  • Work with Jenkins for job execution, monitoring, and scripting (if applicable).
  • Client & Stakeholder Communication
  • Manage incoming tickets and queries through calls and emails in a courteous, professional manner.
  • Provide step-by-step technical guidance to end-users.
  • Maintain high levels of customer satisfaction through effective communication and timely issue resolution.
  • Documentation & Quality
  • Log all cases, resolutions, and escalations accurately.
  • Analyze recurring issues to suggest improvements and reduce ticket volumes.
  • Follow and improve standard operating procedures (SOPs).

Performance Metrics

  • Category KPI Metrics
  • Process: Case resolution rate, SLA adherence, QA compliance, Pulse score, feedback
  • Self-Management: Productivity, absenteeism, training hours, technical certifications

Training & Continuous Learning

  • Participate in product and process training as per client and organizational needs.
  • Collaborate with team leads for capability building and upskilling.
  • Proactively contribute to internal knowledge sharing and process improvement.

Required Skills

  • Unix/Linux System Administration (Implementation & Maintenance)
  • CI/CD Pipeline Support (Git, Bitbucket, Git Bash)
  • Unix Shell Scripting
  • SQL Queries & Troubleshooting
  • ITSM / Change Management (ITIL Framework)
  • L2 Support Experience

Preferred Skills

  • Jenkins (Pipeline Management, Job Configuration)
  • Automation Tools / Scripting

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