Linux Engineer - Gms Job in Teksystems, Inc.

Job Description: As a part of Linux Team support deliverables the engineer is required to possess strong knowledge of Linux products and technologies and provide advanced level technical support to global customers. Apply advanced technical knowledge to operate one or more technology areas (e.g. server administration, technical security management, Database management and performance management) for customers that are critical or high-risk. Integrate technical knowledge and business understanding to create superior solutions for customers. Have a strong customer focus and sensitivity in dealing with diverse cultures and ability to learn and adapt quickly. Key Responsibilities: Resolve customer s issues via the telephone, email or remote sessions. Reproducing issues in-house and responding back in a timely manner. Regular follow ups with customers with recommendations, updates and action plans. Identify and escalate issues in a timely manner to vendor according to Standard Operating Procedures. Leverage internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools, to provide the most effective solutions to customer issues. Collaborate with other CoE/HW teams in diagnosing and isolating the cause of complex issues. Maintain quality on case documentation, SLA timeframes and operational metrics. Performs within the Productivity Measure of the team (scorecard) Incident Management: Resolve single and cross technology incidents independently. Lead the team members to resolve complex or cross technology incidents. Escalation Management: Identify, manage, and lead technical escalations. Participate in formal Escalation when required to support escalation especially during crisis. Problem Management: Proactively and reactively look for solutions to prevent problems from occurring in team/technology area. Perform Trend and Root cause analysis. Change Management/Implementation: Independently prepare, review, implement, rollback and test plan for change records. Perform risk and impact analysis for changes, May lead or participate in a Change Advisory Board. Patch and Security Management: Apply patch and security changes per policy. Proactively monitor the environment for patch compliance. Analyze patches for compatibility with each customer or internal infrastructure environment. Configuration Management: Ensure Configuration Management Database (CMDB) entries are complete and accurate.