Job Description
Certification Mandatory / Desirable :
Technology | MCSE / VCP / GCP Cloud Platform / ITIL – Service Operations
Delivery Skills:
1. Troubleshooting and Management: WSUS, AV, DNS, related troubleshooting, GP Templates Creation, Adding or Removing of SPNS (Security Principle Names) OS Management – Windows server re-installation. Adding or Decommissioning domain, creating scripts for daily or weekly task, OS Booting issues, Configuring page file for memory dump file collection, Turning and tweaking OS to get optimal performance
2. Restoration and other responsibilities: Work on resolution of complex or escalated issues from L2 engineer. Preparing RCA for major incidents and problem tickets. IIS Server changes, NLB Configuration, SSL Configuration and Management, Providing access to the sites, IIS Troubleshooting
3. Triage: Generally the L3 is the final level of escalation for all Wintel and GCP related issues. However in the event of an un-resolved incident which is taking longer than expected, the L3 engineer is required to co-ordinate with the Data Center TDU COE team to get expert help and work towards the resolution of incidents. They will also engage and work with the respective TAC teams to resolve
4. Process Compliance:
-Prepare RFCs and represent RFC in the change advisory board for approval of changes. Assign approved changes to L2 group to implement them
– Conduct repeat incident analysis to identify proactive problem tickets and work on the permanent fix for the issues
– Gather information from vendor, customer, analysis from the troubleshooting, resolution steps implemented etc. and update the tickets regularly, as per the defined process
– Prepare a detailed report on the plan of action for the existing tickets for the next shift engineer
– Follow through and execute the various Escalation Matrix (Vendor , Internal and Customer defined)
– Ensure tickets are closed post user/customer communication
– Maintain inventory of Network equipment’s and links
– Constantly track tickets for SLA adherence and escalate on deviations as defined in the process
IT Cloud Operations \Details of Job Description – GCP Architecture, GCP Platform Support, Identity & Access Management, RBAC Implementation, MS Defender for Cloud, GCP Policies, Cost Optimization, Understanding and knowledge of Basic Operating system (Windows, Linux), Public Cloud Platform deployment, troubleshooting, monitoring (on GCP).
