Job Description :
This requirement for Technology Restoration and Availability Control Center (TRACC This team is responsible for addressing and restoring all major technology service unavailability or degradation incidents(Priority 1/2/3) and that constitutes about 30% of the overall job. In addition to responding and resolving major outages this team performs root cause analysis followed by working with various teams to plug process & technical gaps. You''ll be expected to work heavily on RCAs, environment review, SPOF reviews, solution identification and planned implementation.
This job requires on call rotation and when scheduled you will be required to work on weekends or other holidays. You are also required to participate in Disaster recovery exercises and planned changes.
Primary scope of this job is hardware support limited to Virtual environment (ESX, Hyper-V You will be expected to consistently enhance environment and technology knowledge as well pick other technologies as per requirements shared by management at a later stage.
SME for virtual hardware support such as ESX, Hyper-V. Key contributor to the support, RCA, fix implementation etc. of our global 16000 server physical and virtual environments (Windows, UNIX, Linux & VMWare
Provide SME support for a large server environment focusing on VM environments (ESX and Hyper-V Other hardware knowledge is great to have but not needed at an SME level. HP blade and rack mount hardware, as well as Cisco UCS.
Participate in 24/7 on-call support
Participate in post incident root-cause analysis meetings and gathering lessons learned. Assist in analyzing data and developing solutions to improve performance and quality.
Work with vendors (mainly HP, VMWare and Cisco) for elevated incident support.
Develop and maintain key relationships with infrastructure and operations teams.
Assume role as subject matter expert on one or more of our internal processes.
Participate in Disaster Recovery and Business Continuity planning and execution; implement disaster recovery processes and procedures in the server virtualization environment.
Adhere to change management policies.
Maintain problem tracking and issue resolution database to speed resolution of future service requests.
Learn additional technologies per organisation''s need and your interest
Create resource backups by training others
QUALIFICATIONS:
Bachelor degree in Computer Science or related technical discipline preferred or equivalent experience.
Must have base knowledge of HP and Cisco UCS server technologies and peripherals. Including rack mount and blade architecture along with chassis, OA''s, RIB''s, fiber cards, system boards, network cards, memory, cpu, etc. (some Dell and IBM
Must have support experience in VMWare and HyperV virtualization, including build outs of physical hosts/farms and virtual server configurations. Along with physical to virtual migrations. (This includes base knowledge around storage and network within a virtualized environment
Requires basic knowledge around SAN storage infrastructure and network troubleshooting. Including the ability to troubleshoot server network and blade chassis switch issues.
Requires knowledge of inventory and data center space management.
Basic knowledge in Windows and Linux preferred.
Experience working with offshore support teams is essential.
Knowledge of ITIL concepts for Help Desk and incident / problem management preferred.
Experience in project management and detailed technical planning strongly preferred.
Knowledge of minor network and storage infrastructure troubleshooting preferred.
All positions require an applicant who has accepted an offer to undergo a background check. The checks run are based on the nature of the position. Background checks may include some or all of the following: SSN/SIN validation, education verification, employment verification, criminal check, search against global sanctions and government watch lists, fingerprint verification, credit check, and/or drug test. By applying for a position with Aon Hewitt, you understand that you will be required to undergo a background check should you be made an offer. You also understand that the offer is contingent upon successful completion of the background check and results consistent with Aon Hewitt''s employment policies. You will be notified during the hiring process which checks are required by the position.