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About this role

• Respond to customer-initiated service and incident tickets for reported problems and queries.
• Act as a customer liaison and point of contact throughout the ticket lifecycle
• Troubleshoot production problems with Dell hardware and software products for and with customers.
• Take initiative to accomplish tasks involving communication/coordination with Operations, Development and QA teams.
• Partner with various engineering teams to troubleshoot, analyse, and resolve tickets
• Ability to work well as a member of a large team spanning multiple cultures and time zones.
• Ability to read/write simple to complex Python, Go, PowerShell or similar scripts for system automation and configuration management.
• High self-motivation and ability to learn multiple technologies and software applications with little supervision.
• Ability to multi-task several activities at a time.
• Ability to communicate clearly both verbally and in written form, especially technical concepts.
• This is a 24/7 remote team of monitoring engineers that are responsible for supporting Managed Services teams by ensuring those teams are alerted to any issues as soon as possible, ideally before the customer is impacted.
• Assigned work is managed through Service Now ticketing system.
  
  

• Off-hour and weekend support is required every week.
• Excellent communication skills. Coordination and clear communication with peer support teams is required to complete Tasks and resolve issues that arise.
• Minimum 3 years of experience with IT operations and administration
• Comfortable administrating both Linux and Windows Operating systems
• Basic Understanding of Datacentre infrastructure (i.e., Compute, Storage, Backup, Network and Power Devices)
• Minimum 2 years? experience with ServiceNow Incident, Service Requests and Change management
  
  

• Experience with OpsRamp is a huge bonus
• Experience in Application Support/Product Support will be an added advantage
• Certification: ITIL Foundations (preferred), Virtualization and containerization administration experience with preferably VMware, Docker/Kubernetes certification
• Experience working with VMware vCenter
  
  

• Provide adequate support in architecture planning, migration& installation for new projects in own tower (platform/dbase/middleware/ backup)
• Lead the structural/ architectural design of a platform/middleware/ database/ back up etc. according to various systemrequirements to ensure a highly scalable and extensiblesolution
• Conduct technology capacity planning by reviewing the currentand future requirements
• Utilize and leverage the new features of all underlyingtechnologies to ensure smooth functioning of the installed databases andapplications/ platforms, as applicable
• Strategize & implement disaster recovery plans and createand implement backup and recovery plans
• Manage the day-to-day operations of the tower
• Manage day-to-day operations by troubleshooting any issues,conducting root cause analysis (RCA) and developing fixes to avoidsimilar issues.
• Plan for and manage upgradations, migration, maintenance,backup, installation and configuration functions for own tower
• Review the technical performance of own tower and deploy ways toimprove efficiency, fine tune performance and reduce performancechallenges
• Develop shift roster for the team to ensure no disruption in thetower
• Create and update SOPs, Data Responsibility Matrices, operationsmanuals, daily test plans, data architecture guidance etc.
• Provide weekly status reports to the client leadership team,internal stakeholders on database activities w.r.t. progress, updates,status, and next steps
• Leverage technology to develop Service Improvement Plan (SIP)through automation and other initiatives for higher efficiency andeffectiveness

• Team Management
• Resourcing
• Forecast talent requirements as per the current and future businessneeds
• Hire adequate and right resources for the team
• Train direct reportees to make right recruitment and selectiondecisions



• Talent Management
• Ensure 100% compliance to Wipro?s standards of adequateonboarding and training for team members to enhance capability &effectiveness
• Build an internal talent pool of HiPos and ensure their careerprogression within the organization
• Promote diversity in leadership positions

• Performance Management
• Set goals for direct reportees, conduct timely performance reviewsand appraisals, and give constructive feedback to direct reports.
• Ensure that organizational programs like Performance Nxt are wellunderstood and that the team is taking the opportunities presented bysuch programs to their and their levels below
• Employee Satisfaction and Engagement
• Lead and drive engagement initiatives for the team
• Track team satisfaction scores and identify initiatives to buildengagement within the team
• Proactively challenge the team with larger and enriching projects/initiatives for the organization or team
• Exercise employee recognition and appreciation
  
  


Stakeholder Interaction

Stakeholder Type

Stakeholder Identification

Purpose of Interaction

Internal

Technology Solutions Group, BU Teams, Different Infrastructureteams

Understanding requirements, planning and status updates,maintenance and back up, issue resolution etc.

IRMC, QA

Guidance on risk mitigation and quality standards

External

Clients

Understanding requirements, planning and status updates,maintenance and back up, issue resolution etc.

Vendors/ Manufacturers

Development and deployment of platforms, applications, databasesetc.





Display

Lists the competencies required to perform this role effectively:

• Functional Competencies/ Skill
• Technical Knowledge ? Knowledge of own tower (platform,application, database etc) - Expert
• Domain Knowledge ? Understanding of IT industry and itstrends ? Competent to Expert
  
  
Competency Levels

Foundation

Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance.

Competent

Consistently demonstrates the full range of the competencywithout guidance. Extends the competency to difficult and unknownsituations as well.

Expert

Applies the competency in all situations and is serves as a guideto others as well.

Master

Coaches others and builds organizational capability in thecompetency area. Serves as a key resource for that competency and isrecognised within the entire organization.




• Behavioral Competencies
• Managing Complexity
• Client centricity
• Execution Excellence
• Passion for Results
• Team Management
• Stakeholder Management
  
  
Deliver

No.

Performance Parameter

Measure


• 
  
  
Operations of the tower

SLA adherence

Knowledge management

CSAT/ Customer Experience

Identification of risk issues and mitigation plans

Knowledge management


• 
  
  
New projects

Timely delivery

Avoid unauthorised changes

No formal escalations

Windows and Vmware Implementation