Data Center Engineer (Onsite)

Job Title : Data Centre Executive Engineer Location : Mumbai

Position Overview : The Data Centre (DC) Executive Engineer will play a crucial role in ensuring the smooth operations and maintenance of our DC facilities. This position requires a proactive and detail-oriented individual with strong technical skills and the ability to effectively troubleshoot and resolve technical issues physically or remotely. The ideal candidate will have experience in providing remote hands and eyes support, as well as familiarity with DC monitoring tools and incident management processes.

Responsibilities :

Remote Hands and Eyes Support :

Serve as the primary point of contact for remote hands and eyes support requests from internal teams and external clients.

Perform remote troubleshooting and diagnostics of hardware, network, and infrastructure issues within the data centre environment.

Execute hands-on tasks as directed by remote engineers, including server reboots, cable swaps, and equipment inspections.

Document all activities and interventions performed during remote hands and eyes support sessions, ensuring accuracy and completeness of records.

The suitable candidate should also be able to physically implement the connectivity, if required.

DC Monitoring :

Monitor data centre infrastructure and systems using monitoring tools and platforms, identifying potential issues or anomalies.

Respond promptly to alerts and notifications generated by monitoring systems, investigating root causes and determining appropriate actions.

Escalate critical incidents to Level 2 or Level 3 support teams as necessary, providing detailed information and context for expedited resolution.

Document incident details, resolutions, and follow-up actions in ticketing systems, maintaining a comprehensive record of all incidents and responses.

Incident Management :

Manage and prioritize incoming support tickets and incident reports, ensuring timely resolution and adherence to service level agreements (SLAs).

Assign tickets to appropriate teams or personnel based on skill set, workload, and availability, tracking progress and ensuring resolution within designated timeframes.

Communicate proactively with stakeholders and affected parties regarding incident status updates, resolution timelines, and any potential impacts on services.

Participate in incident post-mortems and root cause analysis sessions, contributing insights and recommendations for process improvements and preventative measures.

Qualifications :

Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent combination of education and experience.

Minimum of 1 year of experience in a data centre or IT support role, with hands-on experience in remote hands and eyes support.

Strong technical knowledge of data centre hardware, networking, and infrastructure components.

Familiarity with data centre monitoring tools and systems, such as Nagios, SolarWinds, or Zabbix.

Experience with ticketing systems and incident management processes.

Excellent communication skills, both written and verbal, with the ability to effectively convey technical information to non-technical stakeholders.

Proven ability to work effectively in a fast-paced environment, managing multiple tasks and priorities simultaneously.