Systems Engineer III

Client Reference Code: 194775-2
Essential Job Functions:

• Responsible for receiving customer support requests via Service Now, phone and email from Charter Communications employees and contractors located worldwide in a fast paced environment of 24x7 tech support
• Will leverage troubleshooting skills and documentation to resolve or escalate support requests for numerous Operating systems (UNIX (Solaris, AIX, Red Hat Linux, Oracle Enterprise Linux) and services.
• Use basic and advanced troubleshooting techniques to resolve or route issues pertaining to Unix (Solaris, AIX) & Linux (Red Hat Enterprise Linux) operating system, Veritas Cluster services, Veritas Volume Management services.
• Use Service Now tools to document and route support case to the appropriate group(s) who can assist in resolving the issue. Outstanding communication and relationship building skills are required as the position will interact with multiple teams on regular basis.
• Perform other technical duties as required by management.

Job Requirements:

• The position requires high level of technical competence in the following areas: Unix / Linux OS for AIX 5x / higher, Red Hat Enterprise 5x / higher, Solaris 10/higher.PCI/SOX compliance, remediation efforts, Operational project support, Storage (Volume Management), SAN & NAS configurations from hosts perspectives including migrations. Incident Bridge support, Tech Designs, Change Management Support. Understanding of Active Directory / Access Management, Power Broker, Centrify, BladeLogic tools.
• Provides technical support and serves on the front line as technical personnel on the Unix System Administration team.
• Provides administrative, technical support of UNIX (Solaris, AIX), Red Hat Linux, Oracle Enterprise Linux systems. Duties include managing the configurations, managing the ACLs, troubleshooting, monitoring the status of all systems and applications, Performance management & tuning, hardware fault diagnosis, patching, provisioning, automations, upgrades etc.
• Provides technical & administrative support for Veritas Cluster services & Veritas Volume Management
• Prior experience with System/cluster Monitoring (queues, Log files, Processes, CPU utilization, Error logs, Crash Dump, Memory utilization, Disks fragmentation level etc)
• Understanding of standards such as LDAP, DNS, SFTP, SSL, XML, IPSEC, SSH, SNMP, HTTP and other protocols
• Good understanding of Networking, Load Balancers, Storage Area Networks, Multipath solutions, Virtualization and Cloud technologies
• Good understanding of virtualization technologies and Cloud computing models (Hyper-V, VMware, etc.)
• Familiarity with IBM, Oracle, Cisco UCS, HP, Dell computing hardware
• Familiarity with IBM and Oracle Engineered systems (Oracle Virtualized platform, Oracle Database appliance, Exadata etc.)
• Prior experience with Splunk as Log analysis tool, Xymon, Solarwind, BMC Bladelogic, Beyondtrust Powerbroker platforms
• Experience with the tasks involved in day to day operations, maintenance and troubleshooting of Enterprise Datacenter servers and services
• Maintain the team’s operational processes and procedures, meeting the company’s objectives.
• Manage, maintain the site maintenance schedule and operational communications to 3rd party partners and service providers.
• Evaluate, plan and execute changes to the infrastructure resulting from projects or operational changes.
• 24X7 availability for escalation for critical site impacting issues
• Proven interpersonal communication skills and ability to manage vendor, support personnel relationship
• Ability to effectively perform and communicate under high-pressure and high-stress circumstances
• Ability to contribute as a technical resource for others
• Experienced, Skilled with incident management and conducting post mortems
• Log all testing, troubleshooting and research done in process of resolution
• Trouble-shoot/qualify cases before escalating into higher level of support
• Determine cause of failure and correctly categorize the failure in a report with recommended steps for remediation for customer.
• Track vendor cases regarding customer initiated issues and create / maintain knowledge base on customer issues for future reference / customer run book.
• Provide daily, weekly and monthly reports as required.
• Builds and maintains constructive relationships with colleagues at all levels, internal customers and other internal departments.
• Establishing effective lines of communication with senior team and management to ensure cases are flagged that require immediate attention
• Provide on-call support
• Willing to work on shifts

Preferred Qualifications:

• B.S/B.E. in Computer Science or related field
• 5 or more years of hands on experience preferable in an Information Technology field
• Strong understanding of Operating Systems such as Unix (Solaris, AIX and Red Hat Linux), Veritas Cluster & Volume Management
• Certifications / Trainings Preferred on Platforms: Oracle Solaris 10/11, Red Hat Linux, IBM AIX, Veritas Cluster Services, Veritas Volume Management

Supervisory/Managerial Responsibilities:
No Supervisory responsibilities with this position.


EOE Race/Sex/Vet/Disability
Charter is an equal opportunity employer that complies with the laws and regulations set forth in the following EEO Is the Law poster:
Charter is committed to diversity, and values the ways in which we are different.




Job Code : TWCISY340 Systems Engineer II Exempt

194775BR