Lead Escalation Engineer

Key Responsibilities

• Troubleshoot and resolve complex issues related to XenServer, VMware, and other virtualization platforms.
• Administer and manage Linux-based systems (RHEL, CentOS, Ubuntu) and provide support for Windows environments when required.
• Configure, monitor, and troubleshoot storage technologies including SAN, NAS, and iSCSI.
• Maintain and troubleshoot networking protocols and tools (TCP/IP, DNS, DHCP, VPN).
• Utilize monitoring and diagnostic tools such as tcpdump, Wireshark, and strace for issue analysis.
• Provide guidance and coaching to junior support staff.
• Collaborate with product engineering teams to identify, report, and resolve bugs.
• Implement strategic operational improvements and contribute to department goals.
• Communicate technical information effectively to both technical and non-technical stakeholders.