Wintel and Active Directory Administrator (L2 Support )

Key Responsibilities :

• This is a key-requirement from an L2 / L3 engineer. A solid foundation in Computer Science principles in terms of filesystems, processes, network stack, protocols, etc. is necessary for a candidate to be able to perform as per expectations at senior position.
• Manage Microsoft Servers like Hyper V, Active Directory, DHCP, DNS, SQL etc
• Candidate is expected to know about all these servers or technologies before-hand along with quick learning ability is expected.
• Troubleshoot problems with deployed servers or perform new deployments from scratch. Both troubleshooting and bootstrapping require proper understanding of inter-dependencies between various services.
• Ability to understand client requirements, suggest possible issues with current setup, present new architectures, migrate from existing setup to new setup with minimum downtime and no loss of data is critical.
• Teamwork and leadership skills are required to work with team of L1 / L2 engineers to prepare them for L3 support activities in future.
• The task may require travel to different cities for days to a week’s duration to setup infrastructure, participate in meetings and discussions, etc. Later on, ability to support entire infrastructure remotely over VPN, SSH with just shell-commands without relying on GUI or direct access is necessary.
• Since root access and passwords or keys or various clients would be with L3 engineer. He / She is expected to keep confidential data securely and not disclose any private information to outsiders.
• Maintain documented (e.g. Disaster Recovery) procedures for OS Infrastructure. Collaborates and contributes with team members, software vendors, and other technical staff to develop, design, implement, and continuously improve systems.
• Ability to automate tasks with programming (Shell scripting) or configuration management tools (Ansilbe, puppet), etc. is preferred.
• Leverage internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools, to provide the most effective solutions to customer issues.
• Incident Management : Resolve single and cross technology incidents independently. Lead the team members to resolve complex or cross technology incidents.
• Escalation Management : Identify, manage, and lead technical escalations. Participate in formal Escalation when required to support escalation especially during crisis.
• Problem Management : Proactively and reactively look for solutions to prevent problems from occurring in team / technology area. Perform Trend and Root cause analysis.
• Change Management / Implementation : Independently prepare, review, implement, rollback and test plan for change records. Perform risk and impact analysis for changes, May lead or participate in a Change Advisory Board.
• Patch and Security Management : Apply patch and security changes per policy. Proactively monitor the environment for patch compliance. Analyze patches for compatibility with each customer or internal infrastructure environment.
• Configuration Management : Ensure Configuration Management Database (CMDB) entries are complete and accurate.
• Quality : May provide feedback / influence change in internal and / or vendor-provided products / service offerings.

Technical Skills :

Business Skills :

i.            Demonstrate strong written and verbal communication skills

ii.            Demonstrate business judgment, decision making skills, negotiating skills, time-resource management, complex problem solving, in-depth product knowledge, creativity, teamwork, knowledge of quality processes, political astuteness and sensitivity in dealing with diverse cultures and ability to learn quickly.

iii.            Experience in interacting / Supporting Level 1 Support teams and customers

iv.            Must be a team player and show ability and willingness to motivate and support other engineers