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Senior Analyst IT Infrastructure

4 months ago

Sany, India Tekwissen India Full time
Overview TekWissen Group is a workforce managementprovider operating throughout India and several other countriesworldwide. The client below is a leading technology companyoffering a range of IT solutions to businesses and organizationsenabling them to transform their digital futures Position: Senior Analyst ITInfrastructure Location: Bangalore Duration: 12 Months Job Type: Contract Work Type: Hybrid Job Description:
  • Regularly provides technical supportexpertise in a complex cloud platform environment with the need tosupport the Client enterprise class mission critical productionenvironment for IaaS Portal software and other Client Products.
  • Ability to conveysophisticated ongoing technical system support is critical to andan essential component of both Client business operations and thebusiness operations of Client customers.
  • Apply technical support expertise to resolveand escalate customer issues.
  • Customer requests may be received by Support Centersthrough automated alerts voice initiated technical calls fromCustomers Partners remote maintenance calls internal and fieldClient employees Chat and Web support calls.
  • Works closely with peers andinternal SMEs to increase knowledge and resolve customer issues.
  • Identifies andprovides resolutions to technical problems.
  • Use troubleshooting tools contentand analytical practices to help determine best way to resolveidentified and unidentified problems.
  • This position requires interaction andcoordination among several different groups within the ProductDevelopment group including Operations Development QA and Support.
Key Responsibilities:
  • Respondto customerinitiated service and incident tickets for reportedproblems and queries.
  • Act as a customer liaison and point of contactthroughout the ticket lifecycle
  • Troubleshoot production problems with software productsfor and with customers.
  • Take initiative to accomplish tasks involvingcommunication/coordination with Operations Development and QAteams.
  • Improveexisting processes and/or develop new processes to improveefficiency where needed.
  • Partner with various engineering teams to troubleshootanalyze and resolve tickets
  • Ability to work well as a member of a large teamspanning multiple cultures and time zones.
  • Ability to read/write simple to complexPython Go PowerShell or similar scripts for system automation andconfiguration management.
  • High selfmotivation and ability to learn multipletechnologies and software applications with little supervision.
  • Ability to multitaskseveral projects at a time.
  • Ability to communicate clearly both verbally and inwritten form especially technical concepts.
  • Respond to customerinitiatedservice and incident tickets for reported problems and queries.
  • Act as a customerliaison and point of contact throughout the ticket lifecycle
  • Troubleshootproduction problems with Client software products for and withcustomers.
  • Takeinitiative to accomplish tasks involving communication/coordinationwith Operations Development and QA teams.
  • Improve existing processes and/or develop newprocesses to improve efficiency where needed.
  • Partner with various engineeringteams to troubleshoot analyze and resolve tickets
  • Ability to work well as a memberof a large team spanning multiple cultures and time zones.
  • Ability toread/write simple to complex Python Go PowerShell or similarscripts for system automation and configuration management.
  • High selfmotivationand ability to learn multiple technologies and softwareapplications with little supervision.
  • Ability to multitask several projects at atime.
  • Ability tocommunicate clearly both verbally and in written form; especiallytechnical concepts.
EssentialRequirements:
  • Customer Centric Focus
  • This role isresponsible for deploying configuring managing maintaining andtroubleshooting monitoring applications (System Pulse Red Alert andZabbix) that support Clients multitenant Advanced Managed Serviceofferings to Client customers.
  • This resource will also be expected to recommend bestpractices develop automation and recommend process improvement thatwill advance monitoring capabilities and reduce alert noise.
  • Coordination andclear communication with peer support teams is required to completeTasks and resolve issues that arise.
  • Install monitoring agents configuremonitoring probes validate monitoring alerts troubleshootmonitoring remove monitoring from decommissioned systems/devicesthroughout the multitenant environment update and resolve tasks andincidents as assigned in the ticket queue.
  • 3 years of experience with Zabbix
  • Experience withSystem Pulse and Red Alert monitoring applications is a plus
  • Comfortableadministrating both Linux and Windows Operating systems
  • Basic Understandingof Datacentre infrastructure (i.e. Compute Storage Backup Networkand Power Devices)
  • Basic understanding of ITIL standards and process
  • Knowledge onIncident Problem Service Requests and Change management
  • Experience inApplication Support/Product Support will be an added advantage
  • This is a 24/7remote team of monitoring engineers that are responsible forsupporting Managed Services teams by ensuring those teams arealerted to any issues as soon as possible ideally before thecustomer is impacted.
  • Planned upgrades and customer migrations may requireoffhour and weekend support.
  • Assigned work is managed through Service Now ticketingsystem.
  • Practicaldecision making and problem resolution
  • Good knowledge of Linux OS
  • Intermediate systems software andnetwork troubleshooting skills.
  • Strong virtualization knowledge and experience workingwith virtualization tools (e.g. VMware vCenter OpenStack orsimilar)
  • Experiencewith enterprise networking/storage/servers hardware; especially asit relates to virtualized environments.
  • This role is responsible for deployingconfiguring managing maintaining and troubleshooting monitoringapplications (System Pulse Red Alert and Zabbix) that supportmultitenant Advanced Managed Service offerings to our customers.
  • Excellent (writtenand spoken) communication and customer support skills.
  • Experience with databaseadministration preferred (e.g. MS SQL Server PostgreSQL MongoDB)
  • Experience withconfiguration and maintenance of web servers preferred (e.g. IIS7.0 NGINX Apache)
  • Familiarity with Multi/ TwoFactor Authenticationconcepts.
Desirable Requirements:
  • Certification: ITIL Foundations (preferred)RHEL (preferred)
TekWissen Group is an equalopportunity employer supporting workforce diversity.