take the lead in dealing with high priority case or escalation and manage
client facing technical calls. Owning a driving incidents whilst providing
constant updates until service restoration (end to end)
Be the last
point of escalation of SUSE LINUX and VMware ESX related issues
client and ticket is up to date at all times on incident progress.
troubleshoot and co-ordinate replacement of faulty hardware.
the planning and execution of Client Change Requests in a timely manner.
of critical issues/outages to Hosting Compute Management as per procedures.
feedback to other groups on all incident resolutions, ensuring full details are
entered into ticket case notes.
and action of open cases; updating Manager on current cases and their status as
comprehensive handovers to peers at the end of shift.
Operations and Change Review Meetings as required.
cases to 3rd party vendors requesting assistance on unresolved issues
Excellent knowledge in SUSE Linux administration
on VM’s and SUSE cluster
Excellent troubleshooting skills in networking and
OS trouble shooting
Having basic knowledge in RHEL and VMware
Excellent troubleshooting and configuration
experience of internet protocols which include and not limited to HTTP, TCP/IP,
SSH, SFTP, FTP, DNS, DHCP
Script writing experience, .e.g: Shell scripting,
Administration & comprehensive experience of
configuring HP servers, Blade technology
Communication Skills with clients provided throughout incident lifecycle.
networking concept which include static route, Firewall, VPN, load balancing
Working knowledge of Server monitoring
Should have good knowledge on SUSE Migrations and
Should possess skills on patching/installing and
removing of applications on SUSE Linux.
to work in 24/7 environment