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 high-risk. 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:

• Bachelor’s degree in Engineering (or Equivalent).

• Experience: Minimum 5+ years of experience in Enterprise Linux technical support environment

• Relevant certification on the latest track like HPUX / RHCSA / RHCE will be an added advantage.

• Flexible to work in 24X7 support environment

Key Responsibilities:

• Resolve customer’s issues via the telephone, email or remote sessions.

• Reproducing issues in-house 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 vendor-provided

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 multi-functional. 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.( Level 2 / Level 3)

• Troubleshooting networking issues in Linux environment.

• Strong understanding of Cluster Services in HPUX , Redhat and SUSE

• Good knowledge on SAN technologies and converged solutions

• Good knowledge on HP Servers Blade, SDFlex , 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

• Routine Performance Analysis, Capacity analysis, security audit analysis reports to customer for

necessary planned changes

• Linux Vulnerability assessment and Mitigation

• HPE Service Guard cluster on Linux and in Integrarion with Database and ERP Solution

• Knowledge on Patch deployment solutions – Redhat Satellite , SUSE Manager

• Working knowledge on AIX , Redhat , CenOS , SUSE Linux and HP UX

Non-Technical Skills:

• Excellent written and verbal communication skills Commitment to deliver high quality product and

solution support.

• Must achieve excellent customer satisfaction

• Take ownership and work with high productivity and efficiency.

• Support other team members and seek their advice to make decisions on complex issues.

• Deliver trainings when required.