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    Specialist - Systems - Pune, India - Sungard Availability Services

    Sungard Availability Services
    Sungard Availability Services Pune, India

    2 weeks ago

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    Description


    Sungard Availability Services (Sungard AS) is an industry-recognized leader in delivering resilient and recoverable production environments for global enterprises through managed IT, cloud and recovery services.

    Our diverse, global team of "Sungardians" are passionate about applying their insight and deep expertise in production and recovery to Lead with Resilience.

    We work to understand our customers' business goals, tailor services that align with their desired business outcomes, and deliver the right environments for managing their critical IT systems.

    Every Sungard AS employee makes a meaningful contribution to delivering on our mission to transform IT for resilient business. We want to add outstanding talent to our team.

    If you want to become an integral part of a collaborative organization that offers industry-leading benefits and a commitment to employee advancement, we'd be excited to speak with youTitle:


    Specialist - SystemsYears of experience:

    7-9 YearsLocation:
    Pune / BangaloreJob Purpose StatementSpecialist-Compute that provides technical expertise for small to large complex customer environments.
    They act as technical subject matter experts for complex customer environments.

    Build customer relationships in order to understand unique customer needs and provide technical expertise and a comprehensive understanding of customer environments.

    A key driver of increased customer satisfaction and opens the door to new business opportunities. This is a full-time position reporting to our Manager Service Operations. This team provides 24 x 7 support to the Global Customer base.

    This is a phenomenal opportunity for professional individuals with at least six to eight years of hands-on network work experience to take their careers to the next level with the latest in cloud infrastructure technologies.

    Through extensive hands-on and classroom training to attain a variety of certifications, SgAS provides a fast-track career path for talented individuals in the fields of virtualization, networking, and systems administration.

    Key Responsibilities1.Provide world-class customer support and technical expertise for SgAS customer environments, including administration and support for operating systems, virtualization platforms, tape backup, and disk storage2.Primary responsibility is to provide Tier III level break/fix Incident Management support for escalated customer outages by utilizing experience, skills, education, and training to provide timely restoration of services3.Assemble and update the documentation in the form of Incident, Change and Problem Management tickets4.Verify the validity of alarms and follow triage/resolve troubleshooting procedures as outlined5.Work with remote locations on verification and resolution of alerts/alarms6.Follow outlined procedures for customer notification and escalation7.Identify chronic problems and take action to identify and resolve the root causes8.Review logs and performance reports for emerging problems and initiate preventive action9.Perform root cause analysis on systems-related problems10.Perform changes on managed customer-dedicated environments to restore service or provide problem resolution11.Manage incidents and engage additional internal teams and external vendors as required12.Review systems requirements and engineering concerns associated with customer requests such as equipment configuration and operational impact13.Maintain technical expertise and required industry certifications and stay current with new and emerging technologies14.Understand / discuss solutions with customer and internal technical Teams15.Build customer relationships to gain a deep understanding of business and technical requirements16.Provide customers with technical guidance that is based on strong technical skills and informed by the customer's needs17.Act as a technical advisor and mentor for operational support staff18.Communicate the customer's needs and expectations to internal SgAS teams, assist in architecting solutions, documenting complex procedures and planning maintenance activities19.Act as an escalation point to lead troubleshooting and problem remediation activities20.Mentor, own technical document creation for technical teams21.Validate the documentation created by senior engineers / trainees22.Participate in Disaster Recovery activities23.Work with the Manager to identify and prepare Service Improvement Plan24.Work with internal teams and vendors to resolve customer-reported issues.

    Provide workarounds whenever possible.25.Independently handle simple to complex difficulty level issues along with customers, vendors, and other internal teams over conference calls26.Collaborate and communicate with internal / external teams until an event is closed27.Own and drive the customer Experience throughout the lifecycle of the Incident to resolution28.Work with problem management team to identify potential issues within the environment and provide a fix29.Participate in working Technical Projects, in addition to working day to day tasks30.Represent SgAS by being the escalation point of contact for our customers while ensuring they feel supported and valued31.Independently handle simple to complex difficulty level changes in coordination with internal teams & customers, over conference calls32.Work on multiple Compute changes / technologies simultaneously33.Responsible for developing & maintain relevant technical documentation34.Work in a 24 x 7 environment35.Work in 12-hour shifts (For the first week, one will work 3 days and 4 days off and the following week, work 4 days and 3 days off. This cycle will continue)36.Function efficiently in a highly dynamic environment while delivering superior customer service and maintaining professional relationship37.Provide accurate, satisfactory answers to customer queries by collaborating with other teams escalate concerns as necessary to ensure customer satisfaction38.Fully document customer issue highlighted with the solution provided and ask clarifying questions to get more details about the issue raised by the customer as and when necessary to get the right solution in the shortest possible time39.De-escalate situations involving dissatisfied customers, offering patient assistance and support using necessary resources including involving other team members or management40.Guide callers through troubleshooting by navigating the company site, knowledge base, or by using the products or services to demonstrate features to the customer41.Practice extreme ownership of tickets and chats within area of responsibility and maintain follow-up42.Follow SgAS best practices for service management43.Can work under pressure to deliver a high standard of service, thereby consistently achieving high-performance target44.Any other duties deemed required as part of the day-to-day role and to be able to work across departments within the account when required45.Adhere to individual / Teams KPIsTechnical Competencies (Experience and Knowledge)

    Bachelor's degree, technical or computer-related degree preferred with 5 to 11+ years of experience supporting enterprise-scale environments5-10 years of Windows Server operating systems, including the following:

    Windows ServerESX/VMwareWindows ClustersActive DirectoryNetwork configuration -IP addressingRoutingDNSTeamingSAN ConnectivityCitrixExperience with scripting and automation (sh/bash/ksh/python/etc)Strong Working knowledge of storage and backup technologies (EMC, Netapp, NetBackup).

    SNMP and monitoring tools experience (HP OMI, SystemEdge, Netsnmp)Working knowledge of other Unix based operating systems (Solaris, RHEL, AIX)Working knowledge of ESX/VMWareVSphere vCenterESXiDRSVMotionSite Recovery ManagerAbility to facilitate discussions to resolve technical issues with multiple teamsStrong customer service and communications skills (written and oral) are requiredSolid operational support experience and technical troubleshooting skillsWorking knowledge of networking standards and device connection troubleshootingWorking knowledge of Symantec End-Point Protection and ability to troubleshoot and remove a virusAbility to effectively use diagnostic toolsAbility to learn and respond to demands in a fast-paced, highly technical environment and to manage multiple projects and responsibilitiesSenior skill set including design, implementation and support of highly available solutionsExperience troubleshooting complex issues across application, OS, hardware, network, storageProficient in use of ITIL based incident & change management systemExperience in hardware replacementsMulti-vendor experienceExcellent written / oral communication skillsExcellent communicator with a high energy, positive attitude and an aptitude for professional growthDetail and goal-oriented with demonstrated technical knowledge and consultative skillsAbility to pursue positive outcomes for assigned tasks independently while managing multiple issues simultaneouslyStrong time management and decision-making skills in conjunction with adaptability and accountability for bothResponsible for identifying areas of improvement in the processSkills and Behavioral CompetenciesStrong problem solving and analytical skillsExcellent interpersonal, verbal, written and presentation skillsNot afraid to recommend solutions and services to customer (increase MRR)Ability to lead effectively and calmly internal and customer technical staff through crisis events and escalationsSkilled in MS Office productsAbility to take a leading role in managing customer relationshipsVery strong customer service and communications skills (written and verbal)Quick learner with Strong time management and organizational skill are requiredMust have the ability to effectively work in a team environment, as well as independently or as a self-starterWork alongside senior members in the team and provide assistance as required

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