Data Centre Engineer at Sabenza IT

Key Roles and Responsibilities:

• Proactively monitors the work queues.
• Performs operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA
• Updates tickets with resolution tasks performed.
• Identifies, investigates, analyses issues and errors prior to or when they occur, and logs all such incidents in a timely manner.
• Captures all required and relevant information for immediate resolution.
• Provides second level support to all incidents, requests, and identifies the root cause of incidents and problems.
• Communicates with other teams and clients for extending support.
• Executes changes with clear identification of risks and mitigation plans to be captured into the change record.
• Follows the handover process highlighting any key tickets to be focussed on along with a handover of upcoming critical tasks to be carried out.
• Escalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management
• Ability to work across various other resolver groups (internal and external) like Service Provider, TAC, etc
• Identifies problems and errors before they impact a client’s service.
• Manages all initial client escalation or operational issues.
• Contributes to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items
• Ensures all changes are carried out with proper change approvals.
• Plans and executes approved maintenance activities.
• Audits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articles.
• Produces monthly and ad-hoc reports for datacentre environment.
• May also contribute to / support on project work as and when required.
• May work on implementing and delivering Disaster Recovery functions and tests.

 Academic Qualifications and Certifications:

• Certifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role)

Relevant certifications include:

• VMware Certified Professional: Data Centre Virtualization
•  A+ certifications
•  HP Proliant support certification (advantageous)
•  ITIL certification
•  Powershell and Javascript (advantageous)
•  Automation and orchestration (advantageous)

 Required Experience:

• Moderate-level 2 years of relevant managed services experience handling cross-technology infrastructure.
• Moderate level knowledge in ticketing tools preferably Service Now
• Moderate level working knowledge of ITIL processes.
• Moderate level experience working with vendors and/or 3rd parties.