Job Description

- Linux Admin with Monitoring tools (like Dynatrace/Splunk/Kubernetes etc..)

This role provides quality solutions by supporting a variety of professional, technical and analytical duties in the operation of enterprise, client/server and networks. Assignments include work in the areas of user and systems requirements and analysis, computer systems, network support, system maintenance, and data/database analysis/administration. 

Responsibility Summary: 

• Analyze, detect, identify and correct technical problems and deficiencies by supporting
• Monitor and collect data on systems performance.
• Schedule and coordinate vendor maintenance and repair activities
• Perform Change functions to assure maximum performance and reliability
• Develop, enhance and maintain documentation for Command Center
• Facilitate bridge/war rooms for incident triage resolution
• Provide voice technical support

Skills:

• Operating Systems knowledge:  Windows, RedHat
• Networking Technologies knowledge: LAN/WAN, DNS, TCP/IP
• Experience working on ITSM tool like ServiceNow
• Understanding of technology monitoring concepts
• Exposure to monitoring tools like Dynatrace, Splunk, Grafana, Vsphere
• Kubernetes knowledge (Good to have)

Qualifications Required in the Job:

• Minimum of 2 to 4 years of Analytical and Technical Experience
• Bachelor’s degree in Information Technology is preferred or equivalent related work experience.
• Must have strong English written and verbal communication skills
• Shift: Day time
• Ability to relate technical issues to business operations and impact
• Relies on experience and judgment to plan and accomplish responsibilities
• Spends significant time interfacing with support teams, technical associates, and vendors
• Ability to efficiently prioritize and organize competing work demands with little oversigh

Guadalajara Hybrid  location 

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Do

• Ensure timely response of all the tickets raised by the client end user
• Service requests solutioning by maintaining quality parameters
• Act as a custodian of client’s network/ server/ system/ storage/ platform/ infrastructure and other equipment’s to keep track of each of their proper functioning and upkeep
• Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe
• Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction
• Provide an acceptance and immediate resolution to the high priority tickets/ service
• Installing and configuring software/ hardware requirements based on service requests
• 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations
• Provide application/ user access as per client requirements and requests to ensure timely solutioning
• Track all the tickets from acceptance to resolution stage as per the resolution time defined     by the customer
• Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction
• Coordinate with on-site team for complex problem resolution and ensure timely client servicing
• Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner

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Deliver

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