Company Name : Convergys (Concentrix)

Job Title : Server Support Engineer - III

Job Id : R1298780

Location : Mumbai, India

Job Description : 

The Server Support Engineer III is responsible for the build out, support, maintenance, and troubleshooting of our rapidly changing infrastructure environment. Success in this position requires a self-starter who understands the dynamics of IT and has an extensive, hands-on background in server support, remote datacenter management and troubleshooting as well as the technical expertise to perform and contribute to new implementations.

Roles & Responsibilities :

• Manage server infrastructure as part of Server team including but not limited to Server, Virtualization, Storage, including Backup.
• Lead and manage technical problem resolution 3rd line support
• Define, execute and deliver operational transformational service strategies for servers and storages, resulting in operational excellence and best in class services
• Ensure Operations and Service Delivery, strives to improve the service, achieve operational excellence, highly customer and process focused
• Drive the efficiency and effectiveness of the outage incident management process
• Produce systems availability management information, including KPIs and reports
• Monitor the effectiveness of outage incident management and making recommendations for process improvement
• Lead escalations and outage bridges, provide technical guidance to ensure timely resolution is provided. Ensure accurate outage status alerts are sent on timely basis.
• Ensure documentation of RCA, corrective actions are defined and carried out as per ITIL standards.
• Ensures that appropriate skilled resources are in place to meet required service levels.
• Direct involvement in incidents or problems (irrespective of priority) that cause service impact and acts as escalation point for incidents not being resolved in a timely manner.
• Document SOPs, KTs etc. to ensure smooth operations.
• Implement policies/standards to improve the quality and efficiency of support services based on ITIL methodology.
• Responsible for overall system and infrastructure availability and develop a resilient infrastructure to reduce failures.
• Ensures that systems, processes and methodologies are maintained, followed to ensure effective monitoring, control and support of service delivery.
• Monitors and evaluates the efficiency and effectiveness of infrastructure service delivery methods and procedures.
• Plan and implement upgrades needed to maintain service levels. Develop and lead the replacement of infrastructure at end of life.
• Review, plan and participate in DR or BCP activities.
• Participate in effort estimation, requirement gathering and propose solution designs in new and existing projects or services.
• Coordinates and prioritizes project tasks, manages timelines, maintains project plans and communicate status to Engagement Managers, Senior Management and other stakeholders as needed.
• Ensuring the project is implemented within contractual obligations and regulatory requirements.
• Lead successful implementations, meeting timelines and budget requirements.
• Responsible for scope management, resource management, change management, estimating impacts of scope change (timeline and cost) as well as managing project resources.
• Assess/evaluate client requirements against scope of project, manage project plan and schedule.
• Responsible for risk identification, detecting potential issues and implementing solutions when issues threaten to delay the timeline or impact budget or business operations.
• Responsible for utilizing (and creating) documents/deliverables necessary for providing exceptional services and ensuring communication of the project plan to the Engagement Manager and/or client.
• Create new deliverables/best practices for implementation services to enhance implementation engagements. Must be able to create new deliverables or follow standards of deliverables already in place.
• Responsible for creating design documents, Standard Operating Procedure (SOP) or other documents as required for all ongoing business and transitioning the project to the Operation Support team.

About Us : 

Concentrix is an American business services company specializing in customer engagement and business performance. Concentrix was a subsidiary of SYNNEX Corporation since 2006 and went public as an independent company on December 1, 2020. Concentrix is headquartered in Fremont, California.

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