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    System Specialist - Bengaluru, India - Wipro

    Wipro
    Wipro Bengaluru, India

    1 week ago

    Wipro background
    Technology / Internet
    Description

    Wintel - Wintel support includes 500+ physical servers and 2000+ VMs on Windows server operating system 2018, 2012/16/19 Beta, Linux & appliances. Windows servers which are deployed in the SAP- operations environment provide the following services, but are not limited to - PKI, BCM, Afaria, SCOM, SCCM, SLD, SAT, RMS, TLM, Direct Access, SiPort, Exchange.

    As a Wintel Engineer, you will be part of the IT CTW Backend Support Operations team supporting on a 24X7 basis.

    EXPECTATIONS AND TASKS

    Technical Tasks

    • Responsible for identifying, recording, registering and performing the correct troubleshooting of tickets as mentioned in the service catalog for Wintel service.
    • Install, de-install and refresh all CTW physical server equipment (IMAC Activities).
    • Perform any IMAC (Install, Move, Add, Change) relating to virtual servers.
    • Perform evaluation and testing of any new server image.
    • Maintain and support all CTW Servers.
    • Update server hardware firmware.
    • Perform virtualization layer upgrades.
    • Install, verify, support and repair any critical server agents.
    • Remediate CTW servers following issues found by SCOM monitoring services.
    • Advise end-users/ SAP about missing patches and hot-fixes or any opportunity to migrate a server to the latest standard.
    • Report server uptime and server availability to authorized users.
    • Report server patching status.
    • Inform users about backups schedules / volumes.
    • Maintain an up to date list of server owners.
    • Escalate relevant tickets to SAP SMEs and follow-up until closure.
    • Server patching using SCCM.
    • Handle all tickets escalated by Field IT or Service Desk or forwarded from other service teams.

    Process Expectations

    • Follow agreed processes and procedures for ticket resolution.
    • Have a pro-active approach to identify, co-ordinate and resolve tickets
    • Be a team player and interact/help team members/cross functional teams to achieve faster issue resolution
    • Follow/improve SLA resolution timings.
    • Adhere to incident, problem and change management processes.
    • Participate in team meetings as per the agreed governance model.
    • Engage SAP CTW experts, if required as per service catalog RACI. Work to reduce the ticket assignment to Experts group
    • Participate and contribute in continual service initiatives/improvements.
    • Assist operation line manager in meeting program objectives.
    • Contribute to create and update the knowledge articles. Update documents and share them with the operation line manager for review and approval.
    • Keep updated on new technologies and request training if needed.
    • Communicate with identified users appropriately via all approved media.
    • Adhere to shift timings and complete the assigned tasks
    • Hand-off pending issues/tasks to in-coming shift with all details, as per the defined process
    • Act as a backup resource, as/when needed.
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