Subject Matter Expert – Compute Engine IRC278950

Description

Experienced Tier 2/3 Support Lead with 7+ years of experience, including 3–4 years in team leadership. Strong expertise in cloud and hybrid cloud environments, containerized deployments using Kubernetes, Linux system administration, VMware, backup and disaster recovery, and enterprise databases. Proven problem-solver with excellent troubleshooting, communication, and organizational skills.

Requirements

Should have managed a Team of Tier 2/3 Support
7+ years of experience in Tier 2/3 Support with 3-4 years experience in leading teams
Bachelor’s degree in Computer Science or a related discipline and/or equivalent
industry experience
● 5 -6 years of troubleshooting experience on the following:
o Cloud or hybrid cloud environments
▪ Availability of Services
▪ Deploying of Cloud instances and Application using Containers and Kubernetes
▪ Interconnectivity (VPC Peering) between different Cloud Services
▪ Interconnectivity (Cloud VPN) between Cloud and On-Prem data centers in
Hybrid environments
o Configuration and Administration of any of Linux OS: RHEL, SLES, RHEL for
SAP, SLES for SAP, Oracle Enterprise Linux, CentOS, Ubuntu
o Configuration and Management
▪ VMware , VMware engine
▪ Backup, Recovery and Disaster Recovery Tools.
o Troubleshooting connectivity in different Database Configuration
Types/Deployment Architectures , Backup/Recovery Configuration for below
databases
▪ SAP HANA
▪ SQLServer with below configuration types: Availability Groups, Failover Instance,
Standalone
▪ Oracle with configuration types: Active and Non Active Data Guard, Exadata,
RAC, Standalone
▪ SAP – ASE, IQ
▪ Other Databases like Mysql, MongoDB, PostgreSQL, DB2 and MariaDB
o TCP/IP networking and troubleshooting tools
● Knowledgeable on Enterprise storage arrays, SAN, NAS, DAS and architectures.
● Problem solver with strong troubleshooting skills who can dive into technical issues
and identify technical solutions.
● Strong verbal, written, and interpersonal skills.
● Strong organizational and planning skills

Job responsibilities

Lead a team of 10-15 Engineers
«Own and monitor the performance and calibration on team members
Frequent 1:1s with team members to solicit feedback on process inefficiencies or team-related issues
Deliver performance reviews to team members
Own and create performance improvement plans
Communicate vision and strategic vision changes
Track case handling and time management
Review and improve case handling flow
Create, implement, and follow up on individual, team, and site wide action plans and communicate the initiatives and results with Client
Identify and implement initiatives to drive customer satisfaction, increase case quality, increase efficiency, and boost team productivity — and share the initiatives and results with Client Manage the performance and career development of the technical support team
Manage responsive relationship with Client to build productive, retention-oriented team culture
Report weekly according to the KPI performance code calls Own, prepare content, and present reporting for WBR/MBR/QBR Handle all agent scheduling»

What we offer

Culture of caring. At GlobalLogic, we prioritize a culture of caring. Across every region and department, at every level, we consistently put people first. From day one, you’ll experience an inclusive culture of acceptance and belonging, where you’ll have the chance to build meaningful connections with collaborative teammates, supportive managers, and compassionate leaders. 

Learning and development. We are committed to your continuous learning and development. You’ll learn and grow daily in an environment with many opportunities to try new things, sharpen your skills, and advance your career at GlobalLogic. With our Career Navigator tool as just one example, GlobalLogic offers a rich array of programs, training curricula, and hands-on opportunities to grow personally and professionally.

Interesting & meaningful work. GlobalLogic is known for engineering impact for and with clients around the world. As part of our team, you’ll have the chance to work on projects that matter. Each is a unique opportunity to engage your curiosity and creative problem-solving skills as you help clients reimagine what’s possible and bring new solutions to market. In the process, you’ll have the privilege of working on some of the most cutting-edge and impactful solutions shaping the world today.

Balance and flexibility. We believe in the importance of balance and flexibility. With many functional career areas, roles, and work arrangements, you can explore ways of achieving the perfect balance between your work and life. Your life extends beyond the office, and we always do our best to help you integrate and balance the best of work and life, having fun along the way!

High-trust organization. We are a high-trust organization where integrity is key. By joining GlobalLogic, you’re placing your trust in a safe, reliable, and ethical global company. Integrity and trust are a cornerstone of our value proposition to our employees and clients. You will find truthfulness, candor, and integrity in everything we do.

About GlobalLogic

GlobalLogic, a Hitachi Group Company, is a trusted digital engineering partner to the world’s largest and most forward-thinking companies. Since 2000, we’ve been at the forefront of the digital revolution – helping create some of the most innovative and widely used digital products and experiences. Today we continue to collaborate with clients in transforming businesses and redefining industries through intelligent products, platforms, and services.