Hosting Product Specialist - NY

What is the job like?

The main focus of this group is to handle L2/L3 customer issues for all of our hosting products (cpanel/plesk/vps/cloud/dedicated). Applicants should have 3-6 years experience in supporting these products.

Experience: 3-6 years

Responsibilities

• Participate in 24×7 shifts
• Monitor the stability of our products with various internal tools.
• L2 Support ownership of all hosting products (cpanel/plesk/vps/cloud/dedicated).
• Handle incident response, troubleshooting and fix for various product/services.
• Handle escalations as per policies/procedures.
• Get different internal/external groups together to resolve production site issues effectively.
• Communicate clearly on tickets, phone calls made to the team about various issues.
• Exhibit a sense of urgency to resolve issues.
• Build advance automation workflows for  automating repeated issues.
• Work with our infrastructure team to deploy and maintain Linux/Windows servers using automated scripts and a predefined runbook.
• Ensure SLA’s and Operational standards are met.
• Raise tickets to different internal groups to resolve recurrent problems, alerts and follow-up on escalated issues.
• Liaison with engineering teams for RCA’s, permanent resolutions on issues affecting production sites.
• Contribute to Operations handbook.
• Ensure smooth hand-offs between shifts.

Requirement Specification

Educational Qualifications

Graduate, preferably in Information Technology or Computer Science

Consistently strong academic performance.

Detailed Requirements

Linux: Good understanding of Linux Systems, Any Shell/Bash, sed/awk/grep/egrep, VI/VIM/Emacs, netstat, lsof, strace, ps/top/atop/dstat, grub boot config & systems rescue, fstab/disk labels, ext3/ext4, IPtables, sysstat (sar/vmstat/iostat etc), run-levels & startup scripts, sudo/chroot/chkrootkit/rkhunter.

Windows: Windows 2000/2003/2008, NTFS chkdisk/acls etc, Troubleshoot system/application

faults using Event logs, Updates via WSUS, Terminal Services, IIS Fundamentals

Scripting: Any of Bash/PERL/Ruby/Python/PHP.

Fundamentals: Basic DNS & Networking, TCP/UDP, IP Routing, HA & Load Balancing Concepts.

Application Protocols: SMTP,HTTP,FTP,IMAP,POP.

Shifts: Must be willing to work in shifts (including at night and on holidays)

Good To Have:

Systems/Hardware: RAID, LOM/IPMI/IP KVMs, Dell Hardware.

Windows: WMI, Powershell/VB scripts, MS-SQL Fundamentals.

Applications: Postfix/qmail/Exim, Database Systems Fundamentals (MySQL/Postgres), Nginx/Apache (mod_php, mod_fcgid, CGI, php-fpm etc), Tomcat.

Tools/Utilities: Nagios, DHCP, Kickstart/Cobbler, Yum, RPM, GIT/SVN

Others: Regular expressions, Rescue Kits like TRK etc..

Certification: Red Hat Certified Engineer (RHCE).