Technical Tasks / Activities
- Manage Firmware updates on Host hardware (HPE Proliant DL, Synergy Blade Servers, Cisco UCS)
- Management and configuration of VMWare vSphere Infrastructure
- Handle ESXi Servers, Virtual Machine Provisioning, HA/DRS Clusters
- Administration of Hyper-V Hosts and Clusters
- Responsible for identifying, recording, registering and performing the correct troubleshooting of tickets as mentioned in the service catalog for each service.
- Install, de-install and refresh all CTW Physical Server Equipment (IMAC Activities).
- Perform any IMAC (Install, Move, Add, Change) relating to Virtual Servers.
- Perform evaluation and testing of any new Server Image.
- Maintain and Support all CTW Servers.
- Proactively Monitor and resolve issues reported in vCenter Alarms, vROPS, vRealize LogInsight
- Remediate CTW servers following issues found by SCOM monitoring services.
- Administration of Microsoft Clusters
- Follow and perform Server Lifecycle management
- Report Server uptime and Server Availability to Authorized Users.
- Inform users about backups schedules / volumes.
- Maintain an up-to-date list of Server Owners/Inventory.
- Escalate relevant tickets to SAP SMEs and follow-up until closure.
- Windows Server OS patching using SCCM, Chef.
- Write automation workflow scripts using MS PowerShell
Process Expectations
- Follow agreed processes and procedures for ticket resolution.
- Have Pro-active approach to identify, co-ordinate and resolve tickets
- Be a team player and interact/help team members/cross functional teams to achieve faster issue resolution
- Follow/Improve SLA resolution timings.
- Adhere to incident, problem and change management processes.
- RCA Preparation on Major Incidents
- Participate in team meetings as per the agreed governance model.
- Engage SAP CTW Experts, if required as per service catalog RACI. Work to reduce the ticket assignment to Expert group
- Participate and contribute to continual service initiatives/improvements.
- Assist operation line manager in meeting program objectives.
- Contribute to create and update the knowledge articles. Update documents and share them with the operation line manager for review and approval.
- Keep updated on new technologies and request training if needed.
- Communicate with identified users appropriately via all approved media.
- Adhere to Shift timings and complete the assigned tasks
- Hand-off pending issues/tasks to in-coming shift with all details, as per the defined process
- Act as a backup resource, when in need.
Pre-requisites
Required Experience & Skillset:
- Skillset Required:
- Expert knowledge of maintenance & troubleshooting of physical or virtual servers
- Expert knowledge of Microsoft Hyper-V and VMWare
- Administration of MS Windows Servers with basics of Active Directory, DNS, DHCP
- Hands on experience on PowerShell Scripting
- Should be proficient in VMWare vSphere and hands on experience on ESXi 7 and later
- Troubleshooting ESXi issues related to storage, network and performance.
- Good knowledge on High Availability, DRS, V-Motion, Distribution Switch, Capacity planning, Storage Migration, Cross V-center Migration, and Upgrades.
- Experience with ITIL processes especially incident, change and service level management
- Need to be independent and coordinate with various teams for the daily operations, plan and execute scheduled activities.
- Willingness to learn new skills and technologies.
- Ability to make quick decisions, assume leadership without supervision, able to assume a role of authority as necessary.
- A keen eye for detail and a result driven approach
- Effective analysis: Ability to listen, analyze and summarize.
- Ability to work in stressful situations. Conflict management skills is a plus.
- Customer and team-work oriented.
- Desired:
- Experience in HPE ProLiant DL systems, Synergy Blades
- Firmware and Server Patch management
- Knowledge of Networking
- Knowledge of SQL
- SCCM/Chef knowledge
- Outstanding communication skills. Excellent English written and oral communication skills
- Good to have knowledge on Install, Configure and manage Linux Flavors (e.g Redhat, Ubuntu, CentOS)
- Good to have knowledge on managing linux based Cloud Management Platforms like Cloudstack, Openstack
- Work experience in an international environment. Software Industry experience strongly preferred.
- Good to have VMWare VCP Certification
