Managed Services Compute L-2 Engineer

Role:

Managed Services Compute Level 2 engineer

Job Description:

·       Provide remote support for Compute infrastructure, Oneview application throughout the lifecycle of a deal in accordance with contractually established terms and conditions and established technical standards.

·       Provides technical input, solutions, and recommendations to deal pursuit.

·       Engaged in and provides support for transition/ transformation efforts.

·       Monitors service delivery compliance to budget, quality standards, and customers and/ or internal businesses/ end user requirements.

·       Provides IT infrastructure and/ or application infrastructure lifecycle technical support, including planning, project management, installation, on- going management/ monitoring/ troubleshooting, and de- installation, following operational policies and processes that are compliant with industry standards (e.g. Information Technology Infrastructure Library (ITIL)).

·       Manages the technical/ service relationship between the company and the customer, and between the company and subcontractors/ vendors.

·       Works with the key customers and/ or internal businesses/ end user representatives (Infrastructure Support Managers, Client Manager and the Account Delivery Manager) to retain customers and build the business.

Responsibilities: 

Apply technical knowledge to perform Operate and admin tasks on Compute hardware

Integrate technical knowledge and business understanding to create superior solutions for the company and for customers. 

Incident Management: 

Resolve most technical incidents independently within your technical area.

Work with team members/vendors to resolve more complex or cross- technology incidents. 

Escalation Management: 

Identify potential escalations and alert management proactively. 

Problem Management: 

Begin to proactively and reactively provide solutions to prevent problems from occurring in area of responsibility. 

Change Management/ Implementation: 

Independently reviews, implements, and verifies changes/ solutions of moderate complexity and risk to meet customer and/or IT infrastructure needs within area(s) of technical responsibility. 

Configuration Management: 

Ensure Configuration Management Database (CMDB) entries are complete and accurate. 

Technical & Business Skills

4+ years of demonstrated experience in service and support of Server/Storage/VMware/Hyper-V/Linux products.

§  Broad technical knowledge on ISS solutions – Installing, Configuring & Troubleshooting of C7000 enclosures, Virtual Connects, Blade Switches- SAS,Ethernet & FC, ProLiant Blades & Storage Blades

§  Knowledge on SAN, NAS technologies ( Ethernet / iSCSI, FC, FCOE)

§  Knowledge on DAS Storage & HBAs – Smart Array /RAID, SSDs SAS, SATA etc

§  Basics of Networking (Vlan concepts, Analyzing switch logs, Jumbo frames, flow control etc)

§  Basic Operating Systems Knowledge – Install & Configuring VMware, Windows HyperV, RHEL, SUSE(as Bare-Metal OS & as VMs on Hypervisors)

§  Troubleshooting OS logs for hardware issues from VM-support, HPSreport, SOSreport, Support-Config etc

§  Should be ready to work in rotational shifts and on weekends.

§  Good written and verbal communication skills (Mandatory).

§  Zeal for going the extra mile to solve customer issues.

§  Working knowledge on PXE, NTP, DNS, AD/LDAP, SMTP, FTP/SFTP

§  Understanding of Rest API, Powershell, databases like SQL/Postgress, etc.

§  Linux/Microsoft/VMware VCP or equivalent experience/certification will be an added advantage

§  Knowledge in Oneview 1.0 to 4.X & Global Dashboard - Installing, Configuring & Troubleshooting its Dumps

§  Educational Qualification – Bachelor/Masters in technical field or equivalent experience.

§  ITIL certification is an added advantage