Senior Administrator - Wintel & Virtualization (WV1)

System Monitoring and Troubleshooting:

• Proactively monitor logs and identify issues in Windows, VMware, and Hyper-V environments
• Investigate root causes of system malfunctions and troubleshoot devices/services causing issues
• Collaborate with internal teams and third-party vendors for resolution if issues remain unresolved

Issue Resolution and Restoration:

• Troubleshoot and resolve system problems by referencing Knowledge Databases (KEDB) and known issue resolutions
• Implement resolution steps, validate fixes, and document troubleshooting outcomes
• Escalate unresolved issues to L3 SME, providing ongoing support in troubleshooting efforts
• Maintain detailed records of actions taken and updates in ticketing systems

Process Compliance and Documentation:

• Regularly update tickets with troubleshooting details, resolution steps, and status of ongoing issues
• Prepare shift handover reports for the next engineer to ensure continuity of work
• Execute escalations as defined in SLA and escalation matrices, ensuring resolution timelines are met
• Ensure tickets are closed post-user communication and ensure effective follow-ups

System Updates and Maintenance:

• Apply kernel patching, software updates, and configure additional storage as needed per database requirements
• Manage antivirus tools, update virus definitions, and implement signature updates to ensure system security
• Automate certain monitoring tasks using scripting to improve efficiency and reduce manual interventions

Vendor Coordination and Escalation:

• Follow escalation protocols for vendor support when necessary, ensuring all parties are aligned on resolutions
• Track and manage tickets to ensure SLA compliance and minimize delays in incident resolution