Lead Systems Administrator

JOB SUMMARY

This role involves resolving enterprise trouble tickets within agreed Service Level Agreements (SLAs) and raising problem tickets for permanent resolutions. Additionally, the role includes providing mentorship to junior associates, updating Standard Operating Procedures (SOPs) with new troubleshooting instructions, and contributing to the overall efficiency and improvement of IT services. Key focus areas include incident reduction, platform migration, and root cause analysis. Key Responsibilities

• Resolve enterprise trouble tickets within agreed SLAs and raise problem tickets for permanent resolution.
• Provide mentorship (Hierarchical or Lateral) to junior associates.
• Update SOPs with updated troubleshooting instructions and process changes.
• Mentor new team members in understanding customer infrastructure and processes.
• Perform alert analysis for driving incident reduction.
• Escalate high priority incidents to customer and organization stakeholders for quicker resolution.
• Contribute to planning and successful migration of platforms.
• Provide inputs for root cause analysis after major incidents to define preventive and corrective actions.
• Understand Priority and Severity based on ITIL practice and resolve trouble tickets within agreed resolution SLA.
• Execute change control tickets as documented in implementation plans.
• Troubleshoot issues based on available information from previous tickets or by consulting with seniors.
• Participate in online knowledge forums for reference.
• Convert new troubleshooting steps into KB articles.
• Perform logical/analytical troubleshooting.
• Escalate issues within the organization or to customer peers in case of resolution delay.
• Understand and adhere to OLAs between delivery layers (L1, L2, L3 etc.).
• Elevate tickets to the next level and work on elevated tickets from L1.
• Follow up on tickets based on agreed timelines and manage ticket backlogs/last activity as per defined processes.
• Resolve incidents and Service Requests (SRs) within agreed timelines.
• Execute change tickets for infrastructure.
• Install and configure tools, software, and patches.
• Update KB with new findings.
• Document and record troubleshooting steps as knowledge base content.
• Collaborate with different towers of delivery for ticket resolution.
• Collaborate with other team members for timely resolution of tickets.
• Actively participate in team/organization-wide initiatives.
• Coordinate with relevant teams for resolving connectivity related issues.
• Lead customer calls and vendor calls.
• Organize meetings with different stakeholders.
• Take ownership for function's internal communications and related change management.
• Define strategy on data management, policy management, and data retention management.
• Support the definition of IT strategy for the function's relevant scope and ensure it is tracked, benchmarked, and updated.
• Suggest process improvements and Continuous Service Improvement (CSI) ideas.
• Adhere to organization's policies and business conduct.
• Proactively identify opportunities to increase service levels and mitigate issues in service delivery.
• Take accountability for overall productivity efforts within the function, including coordination of function-specific tasks and collaboration with Finance.
• Coordinate and monitor IT process implementation within the function.
• Support information governance activities and audit preparations.
• Act as a function SPOC for IT audits, including preparation, interface to local organization, and mitigation of findings.
• Coordinate overall objective setting preparation and facilitate processes to achieve consistent objective setting.
• Provide coordination support for CSI across all services.
• Ensure timely completion of all mandatory training requirements.
• Provide on-floor training and one-to-one mentorship for new joiners.
• Complete certifications for respective career paths.
• Update FAST Goals, track, report, and seek continuous feedback from peers and managers.
• Set goals for team members and mentees and provide feedback.
• Assist new team members in understanding the customer environment. Required Qualifications
• Good communication skills (Written, verbal, and email etiquette) to interact with different teams and customers.
• Ability to work on an elevated server ticket and solve issues.
• Troubleshooting skills in static and Dynamic routing protocols.
• Capability to run netflow analyzers in different product lines.
• Skills in installing and configuring Active Directory, DNS, DHCP, DFS, IIS, and patch management.
• Excellent troubleshooting skills in various technologies like AD replication, DNS issues.
• Skills in managing high availability solutions, such as failover clustering and Vmware clustering.
• Ability to give recommendations for Storage & backup enhancements and perform change management.
• Skilled in core fabric technology, Storage design, and implementation.
• Hands-on experience on backup and storage Command Line Interfaces.
• Ability to perform Hardware upgrades, firmware upgrades, Vulnerability remediation, storage and backup commissioning and de-commissioning, and replication setup and management.
• Skilled in server, Network, and virtualization technologies.
• Experience with integration of virtualization, storage, and backup technologies.
• Ability to review technical diagrams, architecture diagrams, and modify SOPs and documentation based on business requirements.
• Ability to perform ITSM functions for storage & backup teams and review the quality of ITSM processes followed by the team.
• Skilled in at least one of the cloud technologies: AWS, Azure, GCP.
• Skilled in administration and configuration of monitoring tools like CA UIM, SCOM, Solarwinds, Nagios, ServiceNow.
• Skilled in SQL scripting.
• Skilled in building Custom Reports on Availability and performance of IT infrastructure based on customer requirements.
• Skills in monitoring of infrastructure and application components.
• Data modeling and database design, Database schema creation, and management.
• Ability to identify data integrity violations.
• Expertise in backup and recovery.
• Web-specific tech expertise for e-Biz, Cloud etc., including technologies like XML, CGI, Java, Ruby firewalls, SSL.
• Experience migrating database instances to new hardware and software versions, from on-premise to cloud-based databases and vice versa.
• Understanding of customer infrastructure and related CIs.
• Thorough hardware knowledge.
• Basic understanding of capacity planning.
• Basic understanding of storage and backup.
• Hands-on experience in Routers, switches, and Firewalls.
• Minimum knowledge and hands-on experience with BGP.
• Good understanding of Load balancers and WAN optimizers.
• Advanced back and restore knowledge in backup tools.
• Basic to intermediate PowerShell / BASH/Python scripting knowledge and demonstrated experience in script-based tasks.
• Knowledge of AD group policy management, group policy tools, and troubleshooting GPO alerts.
• Basic knowledge of AD, object creation, DNS concepts, DHCP, DFS.
• Knowledge with tools like

SCCM, SCOM

administration.

• Proficient in the understanding and troubleshooting of Windows and Linux family of operating systems.
• Strong knowledge in ITIL process and functions.
• Knowledge in general database management.
• Knowledge in OS System and networking skills. Preferred Qualifications
• Subject Matter Expert in any of the Storage & Backup technology. Certifications
• ITIL Foundation certification