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L1 Server Support Analyst

Location Chennai, India
Posted 12-March-2021
Description
What We Need:

Have proficiency in handling incidents with various devices and appliances in the infrastructure (Physical / Virtual / Linux / Windows / Cloud / Storage / GPFS / NFS / RAID, etc.).
Ability to interpret critical alerts from infra systems and monitoring tools / dashboards (TrueSight, SCOM, Splunk, VSphere, etc.).
Working knowledge of AWS and Azure.
Have high sense of urgency.
Possess the ability to quickly identify & articulate the service disruptive condition.
Ensure escalation to appropriate support resources when required.
Have the drive to perform restoral activities with high sense of urgency followed by prompt validations.
Ensure all tickets remain up to date with relevant information and in appropriate status.
Possess ability to think clearly under pressure and remain calm and composed.
Very good verbal and written communication skills.


How Youll Contribute:

In this critical role, you will maintain Trans Unions operational readiness by working with the facilities, hardware and software vendors as well as internal teams to ensure timely incident resolution.

As L1 Server Support Analyst, youll need to manage multiple tasks simultaneously, with occasionally conflicting priorities. Key responsibilities include but, not limited to:

Performs initial Tier 1 troubleshooting in attempt to resolve incidents and escalates using standard escalation procedures when appropriate.
Participates in incident calls and actively assists involved in troubleshooting by working with internal and external technology support organizations.
L1 Server Support Analyst is accountable for owning the incident and driving it through to resolution.
Performs daily environmental health check and generate daily health reports.
Responsible for managing service requests and executing standard changes with minimal supervision.
Responsible for ticket management, including creating, updating, tracking, escalating and closing incidents. Communicates relevant status to relevant teams, peers and management via approved communication processes.
Recommends actions to improve internal processes and automate tasks.
Collaborates with internal business units and vendors to perform root cause analysis for high impacting incidents. Employs critical thinking during incident situations.
Monitor the health of environment through various dashboards.


Important Note:

Willingness to participate in 7/24/365 shift rotation, including nights and holidays.


What Youll Bring:

As a L1 Server Support Analyst, you should have 2-3 years of experience in an operations center supporting enterprise infrastructure systems and platforms. You should also have a Bachelors Degree in a related technical field, or demonstrated real world experience.

Technical Skills

2- 3 years of experience with troubleshooting and maintaining Redhat and Windows platforms.
2-3 years of hands-on experience with troubleshooting VMware in Cisco UCS and Dell environments.
2-3 years of hands-on experience with AWS and Azure
Solid experience using Splunk for troubleshooting and monitoring.
Familiar with environment monitoring and troubleshooting tools such as BMC TrueSight/Entuity, SCCM/SCOM, and Wireshark.

Professional Skills

Highly motivated individual.
Ability to instill quality in every aspect of the job function.
Strong written and verbal communications skills.
Possess a high sense of urgency and know when to escalate.
Demonstrate analytical and problem solving skills.

Drive to acquire more knowledge and employ newly acquired skills to better support TU infrastructure.

Impact Youll Make:
Experience
Min 2 to 3 Years.

 
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