Technical Specialist

Job Title: Specialist - Systems

Job Summary:

Sungard Availability Services (Sungard AS) is a leading provider of resilient and recoverable production environments for global enterprises. We are seeking a highly skilled Specialist - Systems to join our team.

Key Responsibilities:

1. Provide technical expertise for small to large complex customer environments.
2. Act as a technical subject matter expert for complex customer environments.
3. Build customer relationships to understand unique customer needs and provide technical expertise.
4. Provide world-class customer support and technical expertise for Sungard AS customer environments.
5. Primary responsibility is to provide Tier III level break/fix Incident Management support for escalated customer outages.
6. Assemble and update the documentation in the form of Incident, Change and Problem Management tickets.
7. Verify the validity of alarms and follow triage/resolve troubleshooting procedures as outlined.
8. Work with remote locations on verification and resolution of alerts/alarms.
9. Follow outlined procedures for customer notification and escalation.
10. Identify chronic problems and take action to identify and resolve the root causes.
11. Review logs and performance reports for emerging problems and initiate preventive action.
12. Perform root cause analysis on systems-related problems.
13. Perform changes on managed customer-dedicated environments to restore service or provide problem resolution.
14. Manage incidents and engage additional internal teams and external vendors as required.
15. Review systems requirements and engineering concerns associated with customer requests.
16. Maintain technical expertise and required industry certifications and stay current with new and emerging technologies.
17. Understand and discuss solutions with customer and internal technical Teams.
18. Build customer relationships to gain a deep understanding of business and technical requirements.
19. Provide customers with technical guidance that is based on strong technical skills and informed by the customer's needs.
20. Act as a technical advisor and mentor for operational support staff.
21. Communicate the customer's needs and expectations to internal Sungard AS teams.
22. Assist in architecting solutions, documenting complex procedures and planning maintenance activities.
23. Act as an escalation point to lead troubleshooting and problem remediation activities.
24. Mentor, own technical document creation for technical teams.
25. Validate the documentation created by senior engineers/trainees.
26. Participate in Disaster Recovery activities.
27. Work with the Manager to identify and prepare Service Improvement Plan.
28. Work with internal teams and vendors to resolve customer-reported issues.
29. Provide workarounds whenever possible.
30. Independently handle simple to complex difficulty level issues along with customers, vendors, and other internal teams over conference calls.
31. Collaborate and communicate with internal/external teams until an event is closed.
32. Own and drive the customer Experience throughout the lifecycle of the Incident to resolution.
33. Work with problem management team to identify potential issues within the environment and provide a fix.
34. Participate in working Technical Projects, in addition to working day to day tasks.
35. Represent Sungard AS by being the escalation point of contact for our customers while ensuring they feel supported and valued.
36. Independently handle simple to complex difficulty level changes in coordination with internal teams & customers, over conference calls.
37. Work on multiple Compute changes/technologies simultaneously.
38. Responsible for developing & maintain relevant technical documentation.
39. Work in a 24 x 7 environment.
40. Work in 12-hour shifts.
41. Function efficiently in a highly dynamic environment while delivering superior customer service and maintaining professional relationships.
42. Provide accurate, satisfactory answers to customer queries by collaborating with other teams escalate concerns as necessary to ensure customer satisfaction.
43. 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.
44. De-escalate situations involving dissatisfied customers, offering patient assistance and support using necessary resources including involving other team members or management.
45. Guide callers through troubleshooting by navigating the company site, knowledge base, or by using the products or services to demonstrate features to the customer.
46. Practice extreme ownership of tickets and chats within area of responsibility and maintain follow-up.
47. Follow Sungard AS best practices for service management.
48. Can work under pressure to deliver a high standard of service, thereby consistently achieving high-performance targets.
49. 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.
50. Adhere to individual/Teams KPIs.

Requirements:

Bachelor's degree, technical or computer-related degree preferred with 5 to 11+ years of experience supporting enterprise-scale environments.

5-10 years of Windows Server operating systems, including the following:

Windows Server

ESX/VMware

Windows Clusters

Active Directory

Network configuration -

IP addressing

Routing

DNS

Teaming

SAN Connectivity

Citrix

Experience with scripting and automation (sh/bash/ksh/python/etc)

Strong Working knowledge of storage and backup technologies (EMC, Netapp, NetBackup).

SNMP and monitoring tools experience (HP OMI, SystemEdge, Netsnmp)

Working knowledge of other Unix based operating systems (Solaris, RHEL, AIX)

Working knowledge of ESX/VMWare

VSphere vCenter

ESXi

DRS

VMotion

Site Recovery Manager

Ability to facilitate discussions to resolve technical issues with multiple teams.

Strong customer service and communications skills (written and oral) are required.

Solid operational support experience and technical troubleshooting skills.

Working knowledge of networking standards and device connection troubleshooting.

Working knowledge of Symantec End-Point Protection and ability to troubleshoot and remove a virus.

Ability to effectively use diagnostic tools.

Ability to learn and respond to demands in a fast-paced, highly technical environment and to manage multiple projects and responsibilities.

Senior skill set including design, implementation and support of highly available solutions.

Experience troubleshooting complex issues across application, OS, hardware, network, storage.

Proficient in use of ITIL based incident & change management system.

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.