Position: Sr. Systems Engineer

Ref. Code: IIS/AC-C/IN-GD/SSE1122


Job Summary:

  • Configure, deploy, troubleshoot and provide ongoing operations and maintenance support for client and Client’s infrastructures (OS: e.g., Windows, Linux, VMware): primarily post-implementation support. Work as part of a 24/7 team to ensure secure and stable environment and to keep operations running smoothly and effectively for customers.  Serve as escalation for Systems Engineer I and II and provide coaching for team.


Knowledge and Skill Requirements:

  • Monitor emails for incoming issues, updates on issues, or questions from customers/colleagues.
  • Monitor ticket management system (including incoming tickets and ticket updates).
  • Advise and provide information to team regarding tickets in queue.
  • Issue and Incident Management Accountabilities.
  • Manage escalated/assigned/selected tickets to ensure SLA compliance and customer
  • satisfaction (juggling multiple tickets as necessary); respond quickly/effectively to issues and take responsibility for seeing through to complete resolution.
  • Manage complex issues escalated from less experienced engineers or major incidents with little or no guidance.
  • Prioritize tickets based on severity/urgency, breadth of impact, time in queue, and specific customer, providing guidance to others on priorities and what constitutes a major issue.
  • Deliver customer-focused support via phone calls and ticket-based communications.
  • Update tickets.
  • Follow up on assigned/selected tickets/issues that remain open, intervening as needed to direct/guide less experienced engineers.
  • Route issues to appropriate group outside of Systems as needed with high degree of mastery with cross-functional or vendor escalations.
  • Diagnose, trouble shoot and resolve external customer and Systems issues.
  • Research issues using multiple sources as needed; resources include:
  • Ticket history, internet research (e.g., Google), vendor documentation, internal documentation (Knowledge Base articles, Service Now, Wiki, SharePoint), books, web resources (skype groups, on- line forums, etc.), advanced courses, or vendor provided training, etc.
  • Immediate team colleagues, tech leads, colleagues in other (engineering and non-engineering) areas, vendors, managers, external network and/or customers.
  • Follow standard ITIL practices to do the following (demonstrating orderly triaging and mastery of OSI.
  • Identify severity/urgency of issue (discovery).
  • Identify core issue.
  • Identify potential solution(s) to issue and determine any risk.
  • Create plan of action, including any changes, testing, scheduling, and customer coordination required – submit to peer review.
  • Implement/execute solution.
  • Validate solution and issue resolution with customer.
  • Provide updates for major incidents and root cause analysis in required time frame.
  • Close ticket.
  • Work with Management as needed to quickly resolve high severity issues.
  • Projects (sponsored projects, developing solutions, etc. – e.g. infrastructure, major version update, tech refresh, major customer migration).
  • Conduct project scoping with project sponsoring groups (using project plan driver) for increasingly complex projects.
  • Drive project deliverables and meet project timelines.
  • Raise governance issues and overcome obstacles.
  • Maintenance, Updating, and Testing.
  • Proactively monitor environment for issues or opportunities.
  • Plan for maintenance and updates.
  • Determine appropriateness and timing of vendor related upgrades.
  • Plan for functional testing and product evaluation.
  • Compliance and Performance Improvement.
  • Develop strategy and create plans for compliance testing.
  • Proactively identify opportunities to improve procedures and system performance.
  • Attend customer technical review meetings.
  • Identify and act on opportunities to improve overall team efficiency (e.g., provides training to other groups/teams).
  • Provide input into functional goals and objectives.


  • Review and manage increasingly complex team documentation activities, including:
  • Systems documentation/diagrams.
  • MOPs.
  • Run Books.
  • Known issues, solutions, and workarounds.
  • Reports.
  • Write/update Knowledge Base articles.

Coaching and Mentoring

  • Apply broad knowledge to consistently coach and mentor other engineers.
  • Serve as “go to” resource within team and outside areas of responsibility as needed.
  • Communicate (as needed to accomplish job accountabilities) clearly and professionally with technical and non-technical audiences through e-mail, phone conversations, or in person.
  • Convey technical information at the right level, always keeping the customer (internal and external)
  • experience in mind.

Audiences you will exchange information with:

  • Immediate team: Brainstorm, prioritize work, confer on customer issues, clarify plans for scheduled work and ensure smooth handoffs between shifts.
  • Customers:  Respond to questions, clarify issues, provide status updates, inform of changes, and validate solutions.
  • NOC team: Provide assistance/guidance on handling issues, clarify escalated issues, or de-escalate issues.
  • Other engineering  groups (network, storage, backup, E&A): Determine how to handle issues and coordinate action steps.
  • Vendors: Seek information or support regarding product issues.
  • Tech Lead and Managers: Update on day-to-day activities, seek guidance on issues, adjust
  • expectations/timelines.
  • Customer Experience Managers: Address particular customer needs, concerns, or feedback.
  • Cross-functional Operations team: Regarding installations.
  • Security: Ensure adherence to security best practices.
  • Audit and Compliance: Discuss audit and compliance reports to resolve findings.
  • Solutions Sales Engineering:  Confer regarding technology and its supportability, etc. for customers.
  • Product Manager: Look at trends in managed IT service space.

Other Accountabilities

  • Attend meetings as required.
  • Adhere to Clients Engineering and Architecture standards and industry best practices
  • Provide 24x7 support of customers and customer operating system infrastructure, up to and including on-call rotation.
  • Education and Experience Requirements

Must Haves

  • Bachelor’s degree in related field and 7-10 years of system engineering experience or commensurate
  • (at least 10 years) experience
  • Experience with specified OS systems (Linux and/or Windows) and virtualization tools/technologies
  • (VMware)  only OS or systems virtualization technology
  • General Microsoft Office and Visio experience

Other Requirements:

  • Linux/Unix – RHCE / SCSA / SCNA / LPIC
  • Microsoft Certified Solutions Expert (MCSE)
  • Microsoft Certified IT Professional (MCITP)
  • VCP, VCAP certification

Job Location: Bangalore

Email : careers@intuitorit.com