Technical Lead - Server Hardware Support

Job Description

As a member of our Infrastructure Support team, your endless curiosity about technology will help you propel innovation and your career. Working in a team of highly motivated people like you, you ll work with customers and be accountable for production incidents, problems, change management, internal and external communications, lifecycle management, and product evolution. You ll help develop functional goals and priorities that align with our overall strategy. You ll collaborate with our talented and dedicated problem-solving technologists across the JPMorgan Chase & Co. global network.This role requires a wide variety of strengths and capabilities, including:

• BS/BA degree or equivalent experience
• Expertise in product and infrastructure support
• Knowledge of risk and controls landscape, ensuring company-wide standards are met
• Ability to execute within a customer-centric environment

Expectations:

• Numbe of Years of Experience 10 - 12.
• Should possess strong Domain knowledge.
• Sr Technical support specialist handles complex product issues.
• Handles second level technical issues and provide guidance to Support Engineers for complex issues.
• Highlights and alerts feature/ roadmap related issues to management and help prioritize Support Requests with Engineering.
• Can be technical point of contact for escalated customers and handle senior level escalations.
• Ability to adapt to a dynamic work environment.
• Effective written and verbal techincal & business communication skills.
• Ability to develop strong vendor and client relationships.
• Ability to work under pressure and should be flexible to work in shifts.

Key responsibilities:

• Must have good knowledge & Understanding of a physical IT infrastructure (Servers, Networking, Storage).
• Good knowledge of Linux, Windows & ESX operating systems with the ability to carry out root cause analysis for Server down and Hardware failure issues.
• Monitor infrastructure using monitoring tools like Netcool or any open source tool and have good knowledge about monitoring tool architecture.
• Manage production support issues from start to finish. Including troubleshooting, providing short and long term solutions and root cause analysis.
• Work closely with related infrastructure organization, technology teams and production management team to resolve critical issues on priority.
• Strong knowledge of Dev Ops, UNIX shell, Perl, Python, or similar scripting languages.
• Good knowledge & Understanding technical skills in server hardware (HP , DELL, Lenovo, Cisco, IBM and Netapp & EMC Storages Data Domains).
• Advanced hardware knowledge on physical DELL Power Edge servers 640/740/730 XD models with all troubleshooting Hardware level.
• Advanced hardware knowledge on HP servers C7000 Enclosures HP ProLiant BL460c Gen 8, BL660c Gen 8, DL360 G7, DL360p Gen8 DL 560 and DL580 Gen 8 (Gen 8, Gen 9 and Gen 10 Models).
• Advanced hardware knowledge on Cisco UCS server 5108 chassis B200 M2/M3/M4 blade and C220/240 Rack mount servers.
• Maintain proper documentation of all the activities carried out during the project/ Incident.
• Good Understanding of Service Now Tool and Incident & Change Management ITIL Process.
• Implementing, measuring, and improving all processes, procedures and activities required to ensure maximum availability, utility, flexibility, and responsiveness of the production environment.
• Will be responsible for training team members and driving key projects.
• Will be responsible for prioritizing tasks, projects, managing SLA s, client relationships.
• Will be part of vendor engagement model.
• Should have very good understanding of security best practices for multi-tiered operating systems.

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Keyskills :
javaenvironmentsql serversqlcustomer relationsroot cause analysiscisco ucshp serversroot causeopen sourcehp proliantproblem solvingtechnical skills