SDL-PLC Hiring Cloud support Engineer

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Cloud Support Engineer

Job Type : Full Time

Category : IT/Systems/Networking/Support

Job Description :

The Role

SDL is seeking a technical support Engineer to join our Cloud Services team in Bangalore.  We are looking for people who are customer service focused, analytical and articulate individuals to work in a busy team providing high-quality technical support for our hosted and SaaS (Software-as-a-Service) hosting infrastructure.  The successful candidate will thrive in a challenging environment, have excellent written and verbal English communication skills and have the ability to balance/prioritise maintenance tasks on servers along with providing excellent 1st line support to SDL’s internal customers. This role is infrastructure focused and compliments our team of engineers who are supporting both the application and data layers. This is a fun and interesting role due to the number of technologies involved, your exposure to them and because it involves public cloud, private cloud and colocation locations.

Key Responsibilities:

o   Provide fast value-add responses to inbound tickets from customers, acknowledging receipt and providing next steps to the customer through both written and verbal channels.
o   Manage the vast majority of communication between SDL’s 2nd and 3rd line Cloud Hosting engineers worldwide and our internal customer base.
o   Troubleshooting and performance maintenance virtual and physical servers in several geographically dispersed hosted data centres.
o   Managed and follow up on tickets which have gone ‘stale” to reduce TTR (time to resolution)
o   Manage inbound automatically and human generated alerts relating to service status, acknowledge them, undertake initial troubleshooting and escalate to an appropraite engineer as appropraite.
o   Monitor infrastructure proactively to react to alerts prior to them becoming critical or service impacting.
o   Provide proactive communication to the customer base for wide scale service affecting problems.
o   Managed and execute the forward schedule of change for changes which are both approved and documented.
o   Maintain high quality of service desk entries including timely, accurate and detailed notes.
o   Ensure Windows patching and Anti-virus are up to date and servers backed up and tested.
o   Ensure server/process documentation is up to date and appropriate or create documentation where none may exist.
o   Document and share knowledge within the team.
o   Communicate effectively with the SDL customer facing Support teams, escalating issues appropriately.
o   Maintain a good knowledge of IT technologies and developments.
o   This role may occasionally require you to work from a different SDL office or client site and may involve some international travel.

Skills & Experience

General Skills and Experience

o   Excellent verbal and written communication skills in English.
o   Experience working in a commercial hosted/data centre environment.
o   Phoenominal customer handling skills.
o   Experience of working in an ITIL environment desirable.

Technical Skills and Experience

The ideal candidate would have experience with the following:

o   Understanding of VMWare and public cloud.
o   ITIL exposure and understanding.
o   Have worked in a customer facing environment with a focus on high quality of customer service.
o   Windows Server 2012/2008/2003 administration/configuration knowledge including:

●   Active Directory

●   Group Policy

●   DFS

●   DNS

●   WSUS

●   Backup technologies

OR
o   Linux Server experience.

●   Understanding of Sudo & centralised user account administration

●   Understand the file structure, package managers and kernal principles

●   Know and be able to undertake basic administrative tasks on a minimum of a LAMP technology stack.

●   Hadoop experience preferable.

●   Understanding of the priciples behind source control and configuration management.

o   Working knowledge of networking principles: TCP/IP, Firewalls, Switches, & Load Balancers.
o   Basic MS SQL Server (2008/2012) Administrative skills.
o   Understanding of the advantages of SAN technology.
o   Working knowledge of Backup Exec or similar backup software.
o   Ability to scipt with Powershell, .NET, ASP with VBScript or Java preferable.
o   BMC Remedy/Service Now (or similar ticketing/IT Management application).

Location : India - Bangalore, Bangalore Karnataka IN 560008

Job Code : 6753

Salary : From 6000 To 8000 GBP Per Year

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