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
