L3 Support Engineer_Pune,Bangalore,Hyderabad,Chennai,Delhi,Indore

Role & responsibilities

1. Issue Resolution Beyond L2:

• Address issues escalated from L2 that require advanced expertise.
• Regular maintenance activities:
• Hot fixes in SAS.
• Annual license updates (SAS and SSL certificate).
• Annual Disaster Recovery (DR) testing.
• Oversight of automation efforts for service start/stop.

2. Enhancements to L3 Capabilities:

• Expertise in SAMBA configurations and troubleshooting.
• Adherence to standards, such as using ALM for documentation, screenshots, and creating word documents in Veeva.
• AWS and Linux proficiency for advanced troubleshooting (with CloudOps as a backup).
• Preparedness to address unexpected issues during DR testing.
• Enhanced collaboration and issue resolution with SAS support teams.

3. Development of a Governance Model for Support:

4. Regular Monitoring and Maintenance Activities:

• Supervision of automated service start/stop routines.
• Monitors all production servers daily, based on system notifications.
• Log purging and maintenance should be SOP-driven, executed via scripts based on notifications.
• Documentation of processes followed by the L3 team.
• License tracking and management by UAMS, with SAS providing notifications 2-3 months in advance.

5. Cadence and Status Meetings:

• Technical discussions: Bi-weekly with stakeholders.
• Management reviews: With a focus on ticket volume.

Preferred candidate profile

Skills:

Must have experience in L2/L3 support work and good knowledge of support processes, incident management, problem management, change management, major incident management, SLAs, etc.

Must have good knowledge of SAS programming.

Good hands on knowledge in Unix / Linux

Should be able to work independently without much supervision.

Good to have - AWS