Linux Engineer

Overview

Provide enterprise Linux technical support and operations services, resolving customer issues and managing incidents, escalations, problems, changes, patches, security, and configuration records.

What you'll do

• Resolve customer issues via telephone, email, or remote sessions.
• Reproduce issues in-house and respond in a timely manner.
• Follow up with customers with recommendations, updates, and action plans.
• Identify and escalate issues to vendors according to Standard Operating Procedures.
• Use internal technical expertise, peers, mentors, knowledge bases, community forums, and internal tools to provide effective solutions.
• Collaborate with CoE/HW teams to diagnose and isolate complex issues.
• Maintain case documentation, SLA timeframes, and operational metrics.
• Perform within the team’s Productivity Measure scorecard.
• Resolve single- and cross-technology incidents independently and lead team members in resolving complex or cross-technology incidents.
• Identify, manage, and lead technical escalations, including formal escalations during crises when required.
• Proactively and reactively develop solutions to prevent problems, and perform trend and root-cause analysis.
• Prepare, review, implement, roll back, and test change records; perform risk and impact analysis and lead or participate in a Change Advisory Board.
• Apply patch and security changes according to policy, monitor patch compliance, and analyze patch compatibility with customer or internal infrastructure.
• Ensure Configuration Management Database entries are complete and accurate.
• Prepare Standard Operating Procedures for the incident management team.
• Prepare service delivery, performance, capacity, and security audit analysis reports and participate in customer meetings.
• Plan and conduct disaster recovery tests.
• Perform Linux vulnerability assessment and mitigation.
• Support other team members, seek advice on complex decisions, and deliver training when required.

What you'll need

• Bachelor’s degree in Engineering or equivalent.
• Minimum 5 years of experience in an enterprise technical support environment.
• Strong knowledge of installing, configuring, troubleshooting, and administering all flavors of Linux.
• Experience troubleshooting networking issues.
• Strong understanding of Cluster Services.
• Good knowledge of SAN technologies and converged solutions.
• Good knowledge of HP Blade and Rackmount Servers and Virtual Connect OS, patch, security update, and management.
• Knowledge of HPE Service Guard cluster on RHEL.
• Knowledge of patch deployment solutions, including Red Hat Satellite.
• Working knowledge of SUSE Linux and HP UX.
• Excellent written and verbal communication skills.
• Commitment to deliver high-quality product and solution support.
• Must achieve excellent customer satisfaction.
• Take ownership and work with high productivity and efficiency.

Nice to have

• Relevant certification on the latest track, such as CCNA or RHCE.

Details

• Location: Bengaluru, Karnataka, India.
• Hybrid work with an average requirement of 2 days per week from an HPE office.
• Flexible to work in a 24X7 support environment.