Assistant Manager - Customer Service Operations (Cloud & Security) - B3101_2

Broad outline of the Role

• Responsible for Managing customer queries related to all services and solutions delivered, including diagnosing, and resolving complex technical issues in Cloud and Security domain. The role acts as a conduit between customers and other teams such as engineering, architecture etc. for any issue resolution. This is an operational role, responsible for delivering results that have a direct impact on day-to-day operations and capable of instructing professional or technical staff and reviewing the quality of the work undertaken by these roles.

Purpose - Broad objective of the role

Size and Scope of Role - No. of direct reports

Size and Scope of Role - Total team size

Minimum qualification & experience

• Graduate with 4-7 years of experience

Management and administration of multiple flavors of Unix Operating System (RHEL, CentOS, Ubuntu, SUSE & AIX).With a minimum of 5 years of experience in Unix Technical Support. Should be willing to work 24/7 rotational shift operations when business demands.

Other knowledge/skills

• Middleware Competency:

 Installation, Troubleshooting, Performance Fine tuning & Management on following Middleware systems would be a plus

o    JBOSS

o    Websphere

o    Weblogic

o    Tomcat

Key Responsibilities

Major Responsibilities:

1. Expertise in Linux Administration on Production Servers with performance tuning and maintenance with outstanding troubleshooting capabilities.
2. Level 3 Technical support / training to clients for resolving most critical technical issues Identifying performances bottlenecks and take adequate measures to rectify faults on huge environment.
3. OS Patch management of servers based on defined timelines.
4. Able to assist and fulfill customer escalations on Incidents and Service requests as per the SLA defined.
5. Process all Service requests via Change Management process.
6. Capable of identifying key issues and priorities and focusing on these to deliver required results with minimal direction and supervision.
7. Coordinate cross department communications when required to assist in resolution of Incidents
8. Demonstrate a level of flexibility in resolving problems/issues that at least to in-depth command of all techniques, processes, tools and standards, within the relevant field of specialization.

Technical Competencies

• Sound experience in Linux, & OS Cluster, Virtualizations.
• Ability to work under pressure and meet tight deadlines is required.
• Depth knowledge in ITIL Process (Incident, Change, Problem Management etc),Administering Linux Server High Availability and Disaster Recovery strategies
• Submitting timely RCA report to the management,Should possess analytical, technical, and problem-solving skills,Sound knowledge on automation using Ansible, bash script, etc
• Technical understanding of Hardware, Server Operating system and Networking.
• Excellent written and verbal communication skills are required,Communicates tactfully and effectively both verbally and in writing to customers.
• Flexibility and adaptability to new technologies as per the business demands. 

Knowledge / Skills