Senior Systems Engineer

3 weeks ago

Pune, Maharashtra, India Sungard Availability Services Full time

Job Description: We are seeking a skilled Senior Systems Engineer to join our team at Sungard Availability Services. As a Senior Systems Engineer, you will be responsible for handling incidents, requests, and changes for our managed customers for their Windows and VMware systems.

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.

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.

What We Offer:

A fast-paced and dynamic work environment with opportunities to learn and grow with a global leader in IT services.

A competitive salary and benefits package.

The opportunity to work with a talented and diverse team of professionals.

A comprehensive training program to help you develop your skills and expertise.

A recognition and reward program to recognize your achievements and contributions.

How to Apply:

Please submit your resume and a cover letter explaining why you are the ideal candidate for this role.

We thank all applicants for their interest; however, only those selected for an interview will be contacted.

Sungard Availability Services is an equal opportunities employer and welcomes applications from diverse candidates.

Contact Us:

Please contact us at [insert contact information] for more information about this role.

We look forward to hearing from you

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