Linux Engineer L2

Job Designation: Linux Engineer

Job Description:

As a part of Linux Team support deliverables the engineer is required to possess strong knowledge of Linux products and technologies and provide advanced level technical support to global HPE customers. Apply advanced technical knowledge to operate one or more technology areas (e.g. server

administration technical security management Database management and performance management) for customers that are critical or highrisk. Integrate technical knowledge and business understanding to create superior solutions for customers and HPE. Have a strong customer focus and

sensitivity in dealing with diverse cultures and ability to learn and adapt quickly.

Eligibility & Qualification:

Bachelors degree in Engineering (or Equivalent).

Experience: 10 years of experience in Enterprise technical support environment

Relevant certification on the latest track like RHCE/Oracle Enterprise Linux /ITIL will be an added advantage.

Flexible to work in 24X7 support environment

Key Responsibilities:

Resolve customers issues via the telephone email or remote sessions.

Reproducing issues inhouse 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.

Solution Design: Apply HPE solutions to meet highly complex customer and/or trade/HPE infrastructure needs.

Quality: May provide feedback/influence change in internal and/or vendorprovided products/service offerings.

Project Management: Participate propose and/or lead customer and internal projects across technology customers including Knowledge Transfer (KT) and Transition. Create Standard Operating Procedure (SOP)

Customer Relationship Management: Influence with customers and/or internal businesses/end users regarding operational details solutions and proposals. Becoming a trusted advisor to the customer.

Teamwork: Work as part of a team which may be virtual global and/or multifunctional. Lead teams which address operational processes and policies in work area. Seen as a resource to the team in one or more technical or business areas. Becoming a trusted advisor inside and outside the team/technology area.

Technical Skills:

Strong Knowledge in installing configuring troubleshooting and Administration of all flavors of Linux.

Linux Vulnerability assessment and Mitigation

Knowledge on Patch deployment solutions Redhat Satellite / Oracle Linux Ksplice

Working knowledge on Redhat and Oracle Enterprise Linux

Troubleshooting networking issues.

Strong understanding of Cluster Services and Oracle RAC clusters

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