The Systems Engineer is responsible to provide all 2nd and 3rd level operational support tasks that fall into (not confined) the areas of incident, change, request, release and problem management. The role also provides, on a global scale, proactive and reactive support for systems and storage related services.
Provides Customer orientated services that contribute to the growth of the account.
Develops and prepares work instructions to completion with formal sign-off to be used with incident/change/request management activities thus abiding with T-Systems’ operational excellence requirements.
Prepare root cause analysis and reporting to identify and document the root cause of a problem in order to create effective corrective actions that will prevent that problem from re-occurring.
Participate in major Incident Technical Meetings to provide feedback/updates/technical consultation to the manager-on-duty, including the customer.
The administration and troubleshooting of complex infrastructure (hardware/software) that may fall outside of problem management such as task forces with the aim to develop or identify sustainable solutions.
Provide 2nd level support: Investigate, diagnose and resolve problems and facilitate customer problem resolution with optimum speed and efficiency.
Plan, schedule, and coordinate activities related to service/systems/process development to ensure constant improvement in operations
Implements Change Management requirements, and completes on a global basis if necessary.
Primary technical resource for operation tools and automation engineering to lower manual intervention in daily operation tasks
Ensure consistent and effective processes are in place, ensuring the smooth day-to-day operation of the service. This is to ensure consistent delivery of service in accordance to service description
Responsible primarily for scoping, design and testing of new application and interfaces to ensure operation team is able to maintain support structure to fulfil SLA obligation.
Provide primary technical advice and support to operation on change and request implementation to ensure impact assessment is accurate and to ensure service landscape availability is as expected.
Resolves new and previously unknown operational issues independently.
University degree in IT or equivalent technical or professional qualification with:
4-7 years of experience in a relevant field of activity for Intermediate Level.
Good technical knowledge of VMware, AIX, Unix, Linux or NetApp Storage.
Good knowledge of Memory Dump, Windows Performance Monitor, Wireshark, Powershell Scripting and IIS.
Minimum 2-7 years hands on experience on VMware, AIX, Unix, Linux or NetApp Storage.
ITIL Certification is required for Intermediate Level
Knowledge of Internet, Networking, Ethernet, VLAN and Clustering concept
Good technical knowledge of Windows OS (Win2k3 and Win2k8) and VMware related.
Hands on experience on Windows OS and VMware related.
Exposure in configuring and administering NFS storage appliance is a plus, but not required
Technical knowledge of Linux administration, configuration and troubleshooting experiences.
Troubleshooting skills for storage, network and servers (Linux)
Basic to intermediate knowledge in networking, Ethernet, VLAN concepts, etc.
Experience in administration of Linux in Virtual Environment
Intermediate to advanced troubleshooting and diagnostic skills for Intermediate Level.
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases