Linux Engineer

Key Responsibilities:

• Resolve customer's issues via the telephone, email or remote sessions.
• Reproducing issues in-house and responding back in a timely manner.
• Regular follow ups with customers with recommendations, updates and action plans.
• Identify and escalate issues in a timely manner to vendor according to Standard Operating

Procedures.

• Leverage internal technical expertise, including peers, mentors, knowledge base, community

forums and other internal tools, to provide the most effective solutions to customer issues.

• Collaborate with other CoE/HW teams in diagnosing and isolating the cause of complex issues.
• Maintain quality on case documentation, SLA timeframes and operational metrics.
• Performs within the Productivity Measure of the team (scorecard)
• Incident Management: Resolve single and cross technology incidents independently. Lead the

team members to resolve complex or cross technology incidents.

• Escalation Management: Identify, manage, and lead technical escalations. Participate in formal

Escalation when required to support escalation especially during crisis.

• Problem Management: Proactively and reactively look for solutions to prevent problems from

occurring in team/technology area. Perform Trend and Root cause analysis.

• Change Management/Implementation: Independently prepare, review, implement, rollback and test

plan for change records. Perform risk and impact analysis for changes, May lead or participate in a Change Advisory Board.

• Patch and Security Management: Apply patch and security changes per policy. Proactively monitor

the environment for patch compliance. Analyze patches for compatibility with each customer or internal infrastructure environment.

• Configuration Management: Ensure Configuration Management Database (CMDB) entries are

complete and accurate.

What You Need to Bring : Eligibility & Qualification:

• Bachelor's degree in Engineering (or Equivalent).
• Experience: Minimum 5 years of experience in Enterprise technical support environment
• Relevant certification on the latest track like CCNA / RHCE will be an added advantage.
• Flexible to work in 24X7 support environment

Technical Skills:

• Strong Knowledge in installing, configuring, troubleshooting and Administration of all flavors of

Linux.

• Troubleshooting networking issues.
• Strong understanding of Cluster Services
• Good knowledge on SAN technologies and converged solutions
• Good knowledge on HP Servers Blade, Rackmount and Virtual Connect

OS/patch/security update/management.

• Disaster Recovery planning and conducting DR tests.
• Responsible for Standard Operating procedures issuance to incident management team.
• Prepare Service delivery reports and participate in customer meetings
• Routine Performance Analysis, Capacity analysis, security audit analysis reports to customer for

necessary planned changes

• Linux Vulnerability assessment and Mitigation
• HPE Service Guard cluster on RHEL
• Knowledge on Patch deployment solutions - Redhat Satellite
• Working knowledge on SUSE Linux and HP UX

Non-Technical Skills:

• Excellent written and verbal communication skills Commitment to deliver high quality product and

solution support.

• Must achieve excellent customer satisfaction
• Take ownership and work with high productivity and efficiency.
• Support other team members and seek their advice to make decisions on complex issues.
• Deliver trainings when required.