Catchpoint is hiring for the role of Systems Engineer I for the Bangalore location. Please read the complete information carefully and apply if you are eligible for Systems Engineer Job Opening at Catchpoint
Eligibility Criteria:
Education: BE/BTech/MCA Computer Science & Networking
Job Location: Bangalore
Experience: 0-6 months
Skills: Linux, Bash/Shell Scripting, Web Server
Requirements for Systems Engineer Job Opening at Catchpoint:
- BE/BTech/MCA Computer Science & Networking, 2022/2023 graduate.
- Experience 0-6 months.
- Certification in Linux 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.
Knowledge, Skills, and Abilities:
- Customer-focused
- Thorough knowledge of troubleshooting remote access issues
- Excellent communication skills, (active listening skills)
- Able to articulate and speak with clear voice
- Diplomatic and must have interpersonal skills
- Able to understand the business’s objectives
- Able to understand and accept that the Customer’s issues affect the business and that without the Customer there is no support department, and that the Customer is an expert in their own field
- Must have empathy with end users
- Team player
- Professional code of conduct
- Must have a good understanding of the organization
- Must have basic technical knowledge of all technology used for the business processes.
- Good writing techniques (English)
- Good phone techniques (English)
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.
- Ability to quickly understand new tool/process requirements and drive the implementation to further enhance efficiency and service excellence.
- Work closely with other groups and management to define and share best practices across support.
- Demonstrated strategic thinking, quantitative and analytical skills, team player, and collaboration.
- Excellent written and oral communication skills required; special focus on customer/client interaction a must.
About the Company:
Our mission has remained the same from day one: to prioritize monitoring and observability from the end-user perspective. Our constant driving force is to build a better observability platform and help the companies we support deliver on their promises to their end-users. This starts with a direct focus on improving the digital experience and empowering teams to own it.
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