Linux Engineer (L3) - Sr SME

Job Designation: Linux Engineer Senior SME
Job Description:
The Senior SME is a senior position supporting GreenLake Management Services customers and engineers for successful outcomes and contributes effectively towards process adherence, technical guidance, and service delivery support.
The Senior SME would be responsible for account KPI's and Continual Service Improvement leading to efficiency, optimization, and transformation of account experiences.
Eligibility
Bachelor's degree in Engineering (or Equivalent).
Experience: Above 8+ years of experience in Enterprise technical support environment for Linux server administration.
Must have any of Relevant certification on the latest track on Redhat.
ITIL certification is an added advantage
Flexible to work in 24X7 support environment

Key Responsibilities:

Lead the delivery outcomes for designated Accounts.
Lead, Own and Drive all Major incidents End-End and providing the RCAs.
Conduct / Participate regular customer meetings and provide regular status reports on Greenlake Managed Services performance.
Prepare / maintain the Technical Documentation Inventory, HLD/LLD, Run book, KB Article, KEDB and SOPs for all desired activity and work for the account.
Continuously review and improve existing processes to ensure operational efficiency and customer satisfaction.
Act as the primary point of contact for all Linux technology related Greenlake Managed Services inquiries and engagements.
Collaborate with Cross-Functional teams to develop and implement Greenlake Managed Services solutions that meet clients' Linux technology needs.
Maintain service level agreements (SLAs) and other key performance indicators (KPIs) for Greenlake Managed Services customer for the Client Linux Practice.
Develop and maintain a thorough understanding of emerging technologies, industry trends, and best practices in Linux technology.
Participate in regular in Cross Functional Services group meetings focused on Continual Service Improvement across all ITSM process areas
Identify and lead the execution of process improvement initiatives.
Participate and represent technology in transition and pursuit activities
Project Management: Participate, propose, and/or lead customer and internal projects across technology customers, including Knowledge Transfer (KT) and Transition.
Teamwork: Work as part of a team, which may be virtual, global, and/or multi-functional. Becoming a trusted advisor inside and outside the team/technology area.





Technical skills:

Strong System Admin experience in Linux Operating systems like Red Hat Enterprise Linux ,6/7/8 & should have administrative experience and hands-on managing Redhat Core OS.

• Strong System Admin experience in Linux Operating systems like in SUSE / Ubuntu /Centos

Strong understanding of Cluster and High Availability Services. ( SUSE Cluster / PCS cluster and SGeLx )
Good Knowledge on Linux Life cycle management, release management, Vulnerability assessment and Mitigation
Knowledge on Other technologies and converged solutions like Compute, VMware SAN & Cloud
Knowledge on Automation / Dev Ops practices such as Ansible & Big Fix.
Hands-on administration and operation of scalable IT infrastructures on both internal cloud, VMware, and physical environments.

• Good Knowledge on Configuration Management such as Redhat Satellite and SUSE Patching solution.
• Should understand Openstack concepts and able to manage Openstack VMs
• Knowledge on OCP & good understanding of Kubernetes / PODs
• Identify and understand complex problems across infrastructure related to VMs / Physical servers and isolate issues which needs good understanding of OCP / Openstack hypervisor and Linux knowledge.
• Troubleshooting OS logs for hardware issues from VM-support, HPSreport, SOSreport, Support-Config etc
• Broad technical knowledge on ISS solutions Installing, Configuring & Troubleshooting of C7000 enclosures, Virtual Connects, Blade Switches- SAS,Ethernet & FC, ProLiant Blades & Storage Blades
• Understanding of HPE DL Servers hardware and troubleshooting skills for any issue reported
• Ability to automate regular Day -2 -Day tasks and repetitive L1 / L2 tasks.

Install and set up Linux systems and servers, often for organization-wide deployment.
Configure specific applications in concordance with run book requirements.
Perform routine system maintenance and resolve server-side issues as they arise.
Perform OS and application upgrades and server migrations to new environment
Maintain security and OS patch management for linux based systems
Install and maintain agents on servers for centralized monitoring and management
Maintain inventory updates of system in centralized inventory and management systems
Update documentation on current environment
Experience with Ansible or similar tools is desired
Working both independently with little supervision as well as in a team environment.
Manage and maintain currently supported and subsequent Linux based Operating Systems (OS) on physical and virtual operating environments,
providing technical oversight and consultation services.
Utilize Linux scripting (Bourne, PERL, BASH, PowerShell, etc.) to optimize and automate system administrator tasks.
Provide technical support for disaster recovery efforts (actual or simulated).
Perform hardware and software technology refreshes, ensuring milestone compliance while coordinating with MPs to minimize disruptions.
Work with and manage Incident Management tickets within help desk ticketing system.
Perform back-up/recovery functions for Linux server environments.
Perform all security/compliance functions for Linux server environments.

• Ability to solve the complex incidents and participate in the RCA calls.
• Knowledge of network protocols and network security

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.
Self-Starter - Takes independent action to identify and solve problems. Seeks out relevant information needed to make decisions. Gets involved with new initiatives.
Exceptional Customer service skills, mindset & attitude.
Be professional in all modes of interaction with our internal & external customers.
Success/Achievement Orientation - Delivers quality results consistently. Targets, achieves (or exceeds) measurable results. Sets challenging goals, focuses on critical priorities, and is accountable.
Problem Solving - Recognizes problems and responds with a systematic assessment that identifies and addresses cause of issue. Practical, realistic, and resourceful.
The candidate must collaborate with other teams and individuals within the organization
Be capable of making well founded decisions in high pressure situations & exercising diplomacy when operating in politically charged environments.
Actively listen and confirm problem details showing empathy for urgent situations
Utilize effective negotiation skills which will lead to satisfactory issue resolutions.