Systems Engineer I

This position will assist the Catchpoint Operations team in Monitoring, investigate, diagnose, troubleshoot, and fix application, server, network, and infrastructure problems. Catchpoint Operations is responsible for maintaining the highest possible uptime for the Customer & internal network. This individual will be managing the day-to-day operation of the team focused on maintaining the highest possible uptime for all aspects of our global infrastructure & services hosted across multiple third-party datacenters, and be responsible for triaging, providing incident solutions and escalating to L2 engineers keeping SLAs and OLAs in mind. This person will work closely with Operations, Technical services teams, Operations Managers, internal partners, and external customers.

What will success look like in this position?

The SE will we be responsible of maintaining the uptime and availability of Catchpoint Global Infrastructure across multiple third-party datacenters & Cloud providers. They will be leading the efforts to monitor, investigate, diagnose, troubleshoot, and fix application, server, network, and infrastructure problems and escalating to L2 engineers keeping SLAs and OLAs in mind. Work closely with Operations Managers, Technical services teams, internal partners, and external customers.

Responsibilities

• Monitor Catchpoints' node infrastructure and troubleshoot Linux server issues across various third-party data centres & cloud providers (AWS, Azure, GCP etc).
• Perform OS/application upgrades and server migrations to new environment.
• Accept & registers incidents from the Support team.
• Classify incidents according to the specified options/categories.
• Execute 1st attempt to solve the customer incidents and/or escalate to next level based on SLAs.
• Tracks the progress of an owned incident ticket all during entire lifecycle (from start to end, register to close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates tickets. (Note: is responsible that the solution is created but is not necessarily responsible for the solution itself).
• Escalate to the appropriate next level or management when thresholds are violated.
• Drive operational aspects of incident management, ensuring SLAs for time, quality, and customer satisfaction are met in for our global infrastructure.
• Directly manages the workload and priorities of the Operations team triage functions to quickly assess business impact and quickly identify restoration plans.
• Interacts with customers and executive management using written and spoken communication, provide status update on major incidents affecting business or revenue.

Required Skills & Qualifications 

• BE/BTech/MCA Computer Science & Networking, 2022/2023 graduate.
• Experience 0-6 months.
• Thorough knowledge of troubleshooting remote access issues
• Excellent communication skills, (active listening skills)
• Certification in Linux is preferred.
• Basic troubleshooting knowledge in Linux (Red Hat/CentOS) & network troubleshooting using ping, traceroute.
• Basic understanding of Bash/Shell Scripting, Web Server.
• Fundamental understanding of large scale networking, including OSI Model, DNS, SSL/TLS, WINS, TCP/IP, VLANs, DHCP, Routing, ACLs, and switching.
• Good to have Linux virtualization knowledge(KVM).
• Ready to work in a 24/5 rotational shifts.