The Data Centre Engineer (L2) is responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational. Through the proactive monitoring, identifying, investigating, and resolving of technical incidents and problems, the Data Centre Engineer (L2) is able to restore service to clients.Their primary objective is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA). This role focuses on second-line support for incidents and requests with a medium level of complexity.This role focuses across two or more technology domains - Networking, HP servers, Riverbed appliances and VMware compute virtualization.This role may also contribute to / support project work as and when required.Academic Qualifications and Certifications:A+ certificationsHP Proliant support certification (advantageous)ITIL certificationAutomation and orchestration (advantageous)Required ExperienceModerate-level 2 years of relevant managed services experience handling cross-technology infrastructureModerate level knowledge in ticketing tools preferably Service NowModerate level working knowledge of ITIL processesModerate level experience working with vendors and/or 3rd partiesKey Roles and ResponsibilitiesProactively monitors the work queuesPerforms operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLAUpdates tickets with resolution tasks performedIdentifies, investigates, analyses issues and errors prior to or when they occur, and logs all such incidents in a timely mannerCaptures all required and relevant information for immediate resolutionProvides second level support to all incidents, requests and identifies the root cause of incidents and problemsCommunicates with other teams and clients for extending supportExecutes changes with clear identification of risks and mitigation plans to be captured into the change recordFollows the handover process highlighting any key tickets to be focussed on along with a handover of upcoming critical tasks to be carried outEscalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to managementAbility to work across various other resolver groups (internal and external) like Service Provider, TAC, etcIdentifies problems and errors before they impact a clients serviceManages all initial client escalation or operational issuesRiverbed Core and SteelFusionAlways ensure standardization and best practice is followed and adhered toAdding SteelFusion Edges to Cores for Riverbed storage replicationMaintaining list of Riverbed Replicated Virtual Machines for Proxy backupsRunning a script to update VM Storage snapshots on Riverbed ProxyReporting, diagnosing and remediating replication and Edge to Core connectivity with Networking engineersLogisticsBoxing and shipping of servers and componentsArranging and coordinating with remote onsite resources for remote work neededBooking and scheduling an engineer and driving tasks to completion for remote physical support, diagnosis, installations/decommissionsAdministrationChecking and Reporting on physical server, VMware cluster/host and Virtual Machine utilization and performanceMonth-end reporting of tasks performed and cluster capacity and utilization using VMware Operations ManagerDaily morning Reporting and health check on VMware and Riverbed ReplicationDaily morning Reporting and health check on vCenter, Cluster, Host, VM, backup healthKeeping Datacentre and server diagrams and lists up to dateOrchestration and Automation (Advantageous)Identify menial, repetitive, laborious and problematic tasks, that can be automated#J-18808-Ljbffr