L3 Support Engineer

Role Summary:The L3 Support Engineer is responsible for providing high-level technical support and expertise in Windows, VMware, and Linux environments. The role includes handling complex incidents, performing root cause analyses, driving vulnerability remediation, and ensuring seamless operations of IT infrastructure. This position requires experience in automation, patch management, and ITIL process adherence, along with excellent communication skills for interacting with cross-functional teams and stakeholders.Key Responsibilities:1. System Administration and Support: Manage and support Windows Server environments (2012, 2016, 2019). Administer VMware ESXi 7 and vCenter environments, including deployments, upgrades, and troubleshooting. Oversee Linux distributions like RHEL, Ubuntu, and CentOS, including server builds, patching, and performance tuning. 2. Patch Management: Utilize Puppet for automation and configuration management. Administer WSUS for patching Windows servers. Ensure compliance with patching schedules and standards. 3. Hardware Management: Manage and maintain GreenLake hardware, including firmware updates and issue resolution. Monitor and optimize hardware resources for performance and reliability. 4. Vulnerability Management: Conduct vulnerability assessments and remediation for Windows, Linux, and VMware systems. Collaborate with InfoSec teams to align with security compliance standards.5. Process and Documentation: Adhere to ITIL processes for incident, problem, and change management. Create and maintain detailed documentation for systems, processes, and solutions.6. Communication and Collaboration: Work closely with cross-functional teams to resolve issues and deliver projects. Provide mentoring and guidance to junior team members. Communicate technical solutions clearly to non-technical stakeholders.Required Skills and Qualifications:1. Technical Expertise: Advanced knowledge of Windows, VMware, and Linux environments. Proficiency in patching tools like Puppet and WSUS. Familiarity with VMware ESXi 7, vSAN, and vSphere features. Experience managing HPE GreenLake hardware infrastructure. 2. Vulnerability Remediation: Strong understanding of vulnerability management frameworks (e.g., CVSS). Hands-on experience with tools like Nessus or Qualys. 3. ITIL Framework Knowledge: Understanding of ITIL processes for incident, change, and problem management.4. Soft Skills: Exceptional communication and presentation skills. Ability to work effectively in high-pressure environments. 5. Certifications (Preferred): VMware Certified Professional (VCP). Red Hat Certified Engineer (RHCE). Microsoft Certified: Azure Solutions Architect or equivalent (AZ-104). ITIL Foundation Certification.Additional Requirements: Availability for on-call support as required. Proven track record in large-scale enterprise environments. Strong analytical and troubleshooting skills. (1.) To adhere to quality standards, regulatory requirements and company policies (2.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases (3.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans. (4.) To independently resolve tickets & esnure that the agreed SLA of ticket volume and time are met for the team. (5.) To provide support for on call escalations /L3 level support and doing incident & problem management (6.) Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts & conducting interviews/participation in hiring drives.