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Senior Engineer

2 months ago

pune, India Sungard Availability Services Full time

Description

Sungard Availability Services (Sungard AS) is an industry-recognized leader in delivering resilient and recoverable production environments for global enterprises through managed IT, cloud and recovery services.

Our diverse, global team of “Sungardians” are passionate about applying their insight and deep expertise in production and recovery to Lead with Resilience. We work to understand our customers’ business goals, tailor services that align with their desired business outcomes, and deliver the right environments for managing their critical IT systems. Every Sungard AS employee makes a meaningful contribution to delivering on our mission to transform IT for resilient business. We want to add outstanding talent to our team. If you want to become an integral part of a collaborative organization that offers industry-leading benefits and a commitment to employee advancement, we’d be excited to speak with you

Title:  Senior Engineer - Systems

Years of experience:  4-6 Years

Location:  Pune / Bangalore

Job Purpose Statement

This position will handle incidents, requests, and changes as per ITIL framework for the managed Sungard AS customers for their Windows and VMware systems. As a Senior member of the team, Engineer is expected to function with minimal supervision. This is a full-time position reporting to our Manager Service Operations. This team provides 24 x 7 support to Global Customer base. This is a phenomenal opportunity for professional individuals with at least six to eight years of hands-on network work experience to take their careers to the next level with the latest in cloud infrastructure technologies. Through extensive hands-on and classroom training with the goal of attaining a variety of certifications, SgAS provides a fast-track career path for talented individuals in the fields of virtualization, networking, and systems administration.

  Key Responsibilities

1. Troubleshoot and resolve issues such as server performance, server down, Blue Dump, PSOD, ESXi host hardware issues etc.

2. Plan, Review and Execute Change Requests making sure there is no policy or change failure

3. Perform Root Cause Analysis and if required escalate and work with the Tier 3 support

4. Independently handle simple to complex difficulty level issues along with customers, vendors and other internal teams over conference calls

5. Conduct KT sessions and mentor junior resources in the team

6. Monitor the Change, Incident & Request queues and make sure tickets are being resolved within the defined SLA

7. Should be well versed with the ticketing, SNOW and responsible to generate reports as required by the higher level management

8. Work with the Compute Manager to identify and prepare Service Improvement Plan

9. Understand and provide suggestions on Automation Initiatives

10. Work supportively with colleagues, operating in a collegiate manner at all times and in line with the Company’s values

11. Work with internal teams and vendor to resolve customer reported issues. Provide workarounds whenever possible

12. Independently handle simple to complex difficulty level issues along with customers, vendors, and other internal teams over conference calls

13. Collaborate and communicate with internal/external teams until an event is closed

14. Own and drive the customer Experience throughout the lifecycle of the Incident to resolution

15. Work on escalated issues to support Tier 1 team

16. Plan and execute changes to support customer and internal network environment

17. Work on escalated change and provide support to Tier 1 team for change planning

18. Work with problem management team to identify potential issues within the environment and provide a fix

19. Provide trainings to members of internal teams and to external teams

20. Support scheduled customer DR tests in Recover to Cloud environment

21. Participate in working Technical Projects, in addition to working day to day task

22. Represent SgAS by being the initial point of contact for our customers while ensuring they feel supported and valued

23. Independently handle simple to complex difficulty level changes in coordination with internal teams & customers, over conference calls

24. Analyze and suggest solutions for customer requirements in stipulated SLA timelines and earn customers trust

25. Work on multiple Compte changes / technologies simultaneously

26. Responsible for developing & maintain relevant technical documentation

27. Work supportively with colleagues, operating in a collegiate manner at all times and in line with the Company’s values

28. Work in a 24 x 7 environment

29. Work in 12-hour shifts (For the first week, one will work 3 days and 4 days off and the following week, work 4 days and 3 days off. This cycle will continue)

30. Function efficiently in a highly dynamic environment while delivering superior customer service and maintaining professional relationship

31. Provide accurate, satisfactory answers to customer queries by collaborating with other teams escalate concerns as necessary to ensure customer satisfaction

32. Fully document customer issue highlighted with the solution provided and ask clarifying questions to get more details about the issue raised by the customer as and when necessary to get the right solution in the shortest possible time

33. De-escalate situations involving dissatisfied customers, offering patient assistance and support using necessary resources including involving other team members or management

34. Guide callers through troubleshooting by navigating the company site, knowledge base, or by using the products or services to demonstrate features to the customer

35. Practice extreme ownership of tickets and chats within area of responsibility and maintain follow-up

36. Follow SgAS best practices for service management

37. Can work under pressure to deliver a high standard of service, thereby consistently achieving high-performance target

38. Any other duties deemed required as part of the day-to-day role and to be able to work across departments within the account when required

39. Adhere to individual / Teams KPIs

  Technical Competencies (Experience and Knowledge)

Bachelor's degree, technical or computer-related degree preferred with 5+ years in the IT field with at least 4 years of good experience on Window and VMware Administration recent hands on experience as a Network Engineer, external customer facing support specialist

Perform Patch management tasks include: maintaining current knowledge of available patches, deciding what patches are appropriate for particular systems, ensuring that patches are installed properly, testing systems after installation, and documenting all associated procedures

Troubleshooting Experience on VMware virtualization technologies (vCenter, vSphere, ESXi, DRS, vMotion, HA, FT, DRS)

Knowledge of DR environments and DR Tests

Work on multiple network changes / technologies simultaneously

Experience in hardware replacements

Multi-vendor experience

Excellent written / oral communication skills

Excellent communicator with a high energy, positive attitude and an aptitude for professional growth

Detail and goal-oriented with demonstrated technical knowledge and consultative skills

Ability to pursue positive outcomes for assigned tasks independently while managing multiple issues simultaneously

Strong time management and decision-making skills in conjunction with adaptability and accountability for both

Responsible for identifying areas of improvement in the process

Skills and Behavioral Competencies

Strong problem solving and analytical skills

Excellent interpersonal, verbal, written and presentation skills

Not afraid to recommend solutions and services to customer (increase MRR)

Ability to lead effectively and calmly internal and customer technical staff through crisis events and escalations

Skilled in MS Office products

Ability to take a leading role in managing customer relationships

Very strong customer service and communications skills (written and verbal)

Quick learner with Strong time management and organizational skill are required

Must have the ability to effectively work in a team environment, as well as independently or as a self-starter

Work alongside senior members in the team and provide assistance as required

Strong network problem isolation and resolutions skills


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