The Managed Services Cross TechnologyEngineer (L2/L3) – Systems Automation is a developing or seasoned engineeringrole, responsible for providing a managed service to clients to ensure thattheir IT infrastructure and systems remain operational.
Through the proactive monitoring,identifying, investigating, and resolving of technical incidents and problems,the Managed Services Cross Technology Engineer (L2/L3) is able to restoreservice to clients.
This role is the core moderninfrastructure engineer automating the entire system delivery and operationslifecycle. The primary objective of this role is to proactively work onautomation aspects of work focusing on Systems relating to the operations. Alsoto work on client requests or tickets and apply technical/process knowledge toresolve them without breaching service level agreement (SLA).
The Managed Services Cross TechnologyEngineer (L2/L3) focuses on automation, infrastructure management, continuousdelivery, and system reliability. Also as a second-line support for incidentsand requests with a medium level of complexity and focusses across two or moretechnology domains - Cloud, Security, Networking, Applications and / orCollaboration etc.
This role may also contribute to /support on project work as and when required.
Key Responsibilities:
· Automate the continuous integration, delivery, and deployment(CI/CD) pipelines (e.g., using Jenkins, GitLab CI).
· Manageinfrastructure provisioning using Infrastructure as Code (IaC) toolslike Terraform across cloud platforms.
· Orchestrate andmanage application deployment using Docker and Kubernetes (K8s).
· Implementconfiguration management (e.g., Ansible) for server hardening, patching,and maintaining system state.
· Design andmaintain robust Observability solutions (monitoring, logging, tracing)for production systems.
· Ensure system reliability,scalability, and performance through automation and proactive tuning.
· Develop automationscripts (e.g., Python, Bash) to reduce manual operational toil.
- Proactively monitors the work queues.
- Performs operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA.
- Updates tickets with resolution tasks performed.
- Identifies, investigates, analyses issues and errors prior to or when they occur, and logs all such incidents in a timely manner.
- Captures all required and relevant information for immediate resolution.
- Provides second level support to all incidents, requests and identifies the root cause of incidents and problems.
- Communicates with other teams and clients for extending support.
- Executes changes with clear identification of risks and mitigation plans to be captured into the change record.
- Follows the shift handover process highlighting any key tickets to be focussed on along with a handover of upcoming critical tasks to be carried out in the next shift.
- Escalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management.
- Works with automation teams for effort optimization and automating routine tasks.
- Ability to work across various other resolver group (internal and external) like Service Provider, TAC, etc.
- Identifies problems and errors before they impact a client’s service.
- Provides Assistance to L1 Engineers for better initial triage or troubleshooting.
- Leads and manages all initial client escalation for operational issues.
- Contributes to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items.
- Ensures all changes are carried out with proper change approvals.
- Plans and executes approved maintenance activities.
- Audits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articles.
- Produces trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort.
- May also contribute to / support on project work as and when required.
- May work on implementing and delivering disaster recovery functions and tests.
- Performs any other related task as required.
Knowledge and Attributes:
- Ability to communicate and work across different cultures and social groups.
- Ability to plan activities and projects well in advance, and takes into account possible changing circumstances.
- Ability to maintain a positive outlook at work.
- Ability to work well in a pressurized environment.
- Ability to work hard and put in longer hours when it is necessary.
- Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting.
- Ability to adapt to changing circumstances.
- Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey.
Certifications and tools:
- Certifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role).
- Relevant certifications include (but not limited to) -
- Microsoft Certified: Azure Administrator Associate
- AWS Certified: Solutions Architect Associate
- Veeam Certified Engineer
- VMware certified Professional: DATA Centre Virtualization
· Git, GitHub,GitLab CI/CD, Jenkins, GitHub Actions
· Terraform
· Ansible
· Docker
· Kubernetes(K8s)
· Helm
· Chef
· Puppet
· AWSCloudFormation
· Prometheus
· Grafana
· ELK Stack(Elasticsearch, Logstash, Kibana)
· Datadog
· Splunk
· New Relic
· HashiCorpVault (Secrets Management)
· Python
· Bash
VMWare
vRealize Automation (vRA)
NetApp
NetApp Storage
VEEAM
Veeam Backup
Veeam Backup & Replication
Veeam Backup Enterprise Manager
VMWare
VMware Horizon (VDI)
Servers routine operation
Virtual Desktop Pool
Virtual Application maintenance
DEM configuration.
Server Management
vCenter
ESXi
vSphere
CyberArk
Privileged Access Services
Enterprise Password Vault (EPV)
Central Policy Manager (CPM)
Privileged Session Manager (PSM)
Password Vault Web Access (PVWA)
HTML5 Gateway
PAReplicate
Microsoft
Windows Server Update Services (WSUS)
Active Directory (AD)
OpenGear
Console
Linux
Operating System
Ubuntu
RHL
Hitachi
Storage
HCP
HCPCS
SUSE
Container Management Platform
Rancher Prime
Container Security Platform
NeuVector Prime
Gitlab
CICD
Grafana
Dashboarding
OPSWAT
OPSWAT Central Management
RSA
Authentication Manager (AM)
RSA SecurID Token
Solarwinds
Enterprise Monitoring Services
Network Performance Monitor (NPM)
Network Configuration Management (NCM)
Server and Application Monitor (SAM)
Additional Polling Engine (APE)
Server Configuration Monitor (SCM)
Server and Application Monitor (SAM)
Storage Resource Monitor (SRM)
Splunk
Splunk Enterprise
Splunk Deployment Server
Splunk License Manager
Splunk Monitoring Console
Splunk Cluster Manager
Splunk Search Head
Splunk Heavy Forwarders
Tenable
Vulnerability Management Services
Tenable Security Centre (SC)
Nessus Manager (NM)
Nessus Scanner (NS)
Trend Micro
Endpoint Protection Services
Deep Security Manager
Smart Protection Server
