As part of your responsibilities, you will be required to:
- Have 1-2 years of experience in maintaining essential IT operations, including operating systems, security tools, applications, servers, laptops, desktops, software, and hardware, while interacting with various Lab teams
- Provide 24/7 on-call support in rotational shifts
- Ensure SLA compliance for all tickets
- Follow up on escalated issues
- Classify incidents to support system uptime
- Collaborate with engineers to resolve or escalate issues
- Deliver technical support for issue resolution
- Communicate ticket status to engineers and managers
- Utilize the IT knowledge base and best practices
- Stay updated through technical articles
- Monitor systems to prevent downtime
- Improve support processes for recurring issues
- Provide day-to-day technology direction across Linux and Windows hosts in Lab, Data Center, and Cloud environments
- Troubleshoot operational issues, handle escalations, and resolve business partner issues in a timely manner with strong collaboration and attention to business priorities
- Maintain global collaboration with other IT and Engineering teams
- Offer operational support, handle escalations, and execute projects
- Manage incident and problem resolution
- Identify scalable technologies to enhance support for engineering tools and services
- Continuously improve operations through routine monitoring of system performance metrics and proactive actions
- Review system logs, perform trend analysis, and manage configuration, incident, and problem processes
- Identify, design, and implement solutions for new and improved processes, providing a clear picture of possible outcomes
- Interact with the help desk and other teams to assist in troubleshooting, identify root causes, and provide technical support when needed
- Own and support continuous improvement plans for solution health and operational health
Technical Skills & Tools:
· Ansible, Kubernetes / OpenShift, RH Satellite, Zabbix
· Virtual Machines, Containers, Cloud (AWS / Azure / GCP)
· CI / CD (Jenkins)
. Ability to learn and use multiple utilities and tools that support operations monitoring and alerting
· Participate in and learn new solutions through condensed knowledge transfer sessions
Education: BTech, MCA
Years of experience: 1-2 years
