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As a L2 resource of the Run team, he/she will :
- Take up technical tasks in the ITSM queues to resolve day-to-day BAU / Project Requests and Incidents
- Plan, prepare and execute Change technical tasks in the ITSM queues
- Respond to and resolve alerts from the monitoring management system
- Provision server/cluster build and hardening according to the security standards
- Troubleshoot, configure and resolve requests / incidents linked to Hardware, Operating System, Hypervisor and High-Availability services in the operating environment
- Deploy and operate storage, network and OS/cluster configurable items, and infrastructure management tools
- Plan, prepare and execute servers OS patching and reboot
- Plan, prepare and execute servers hardware movement in Data Center including the setup of racking and cabling requirements
- Perform basic to intermediate root cause analysis in Incident and Problem tasks
- Identify, assess and remediate vulnerabilities reported by security sources (scan report, pen test, audit finding, etc)
- Plan, prepare, execute and support Data Center maintenance activities
- Plan, prepare, execute and support Disaster Recovery / Business Continuity exercises
- Coordinate and deliver with internal clients/partners and external vendors for hardware break/fix cases, software cases, etc
- Respond to and own L1/L2 escalations
- Engage in taskforce resolution squad in priority incident management / crisis management cases
- Document, review, maintain and share technical information and write-up (primarily, SOP) as part of Knowledge Management
- Extract and prepare data needed for reporting and dashboard (capacity planning, health checks, IT controls, compliance, audit, etc)
- Engage in Service Improvement review and actions plan
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Wipro Limited