Catchpoint Job hiring for Systems Engineer

 

Catchpoint Job hiring for Systems Engineer

This position will assist the Catchpoint Operations team in Monitoring, investigate, diagnose, troubleshoot, and fix application, server, network, and infrastructure problems. Catchpoint Operations is responsible for maintaining the highest possible uptime for the Customer & internal network. This individual will be managing the day-to-day operation of the team focused on maintaining the highest possible uptime for all aspects of our global infrastructure & services hosted across multiple third-party datacenters, and be responsible for triaging, providing incident solutions and escalating to L2 engineers keeping SLAs and OLAs in mind. This person will work closely with Operations, Technical services teams, Operations Managers, internal partners, and external customers.

Roles & Responsibilities:

Monitor Catchpoints' node infrastructure and troubleshoot Linux server issues across various third-party data centres & cloud providers (AWS, Azure, GCP etc).

Perform OS/application upgrades and server migrations to new environment.

Accept & registers incidents from the Support team.

Classify incidents according to the specified options/categories.

Execute 1st attempt to solve the customer incidents and/or escalate to next level based on SLAs.

Tracks the progress of an owned incident ticket all during entire lifecycle (from start to end, register to close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates tickets. (Note: is responsible that the solution is created but is not necessarily responsible for the solution itself).

Escalate to the appropriate next level or management when thresholds are violated.

Drive operational aspects of incident management, ensuring SLAs for time, quality, and customer satisfaction are met in for our global infrastructure.

Directly manages the workload and priorities of the Operations team triage functions to quickly assess business impact and quickly identify restoration plans.

Interacts with customers and executive management using written and spoken communication, provide status update on major incidents affecting business or revenue.

Ability to quickly understand new tool/process requirements and drive the implementation to further enhance efficiency and service excellence.

Work closely with other groups and management to define and share best practices across support.

Demonstrated strategic thinking, quantitative and analytical skills, team player, and collaboration.

Excellent written and oral communication skills required; special focus on customer/client interaction a must.

Requirements:

BE/BTech/MCA Computer Science & Networking, 2022/2023 graduate.

Experience 0-6 months.

Certification in Linux preferred.

Basic troubleshooting knowledge in Linux (Red Hat/CentOS) & network troubleshooting using ping, traceroute.

Basic understanding of Bash/Shell Scripting, Web Server.

Fundamental understanding of large scale networking, including OSI Model, DNS, SSL/TLS, WINS, TCP/IP, VLANs, DHCP, Routing, ACLs, and switching.

Good to have Linux virtualization knowledge(KVM).

Ready to work in a 24|5 rotational shifts.

Soft Skills:

Customer-focused

Thorough knowledge of troubleshooting remote access issues

Excellent communication skills, (active listening skills)

Able to articulate and speak with clear voice

Diplomatic and must have interpersonal skills

Able to understand the business’s objectives

Able to understand and accept that the Customer’s issues affect the business and that without the Customer there is no support department, and that the Customer is an expert in their own field

Must have empathy with end users

Team player

Professional code of conduct

Must have a good understanding of the organization

Must have basic technical knowledge of all technology used for the business processes.

Good writing techniques (English)

Good phone techniques (English)

OVERVIEW:

Catchpoint is the Internet Resilience Company™.  The top online retailers, Global2000, CDNs, cloud service providers, and xSPs in the world rely on Catchpoint to increase their resilience by catching any issues in the Internet stack before they impact their business. The Catchpoint platform offers synthetics, RUM, performance optimization, high fidelity data and flexible visualizations with advanced analytics. It leverages thousands of global vantage points (including inside wireless networks, BGP, backbone, last mile, endpoint, enterprise, ISPs and more) to provide unparalleled observability into anything that impacts your customers, workforce, networks, website performance, applications and APIs.

Catchpoint is an equal opportunity employer that strongly prohibits Discrimination and Harassment of any kind. We celebrate diversity and are committed to creating an inclusive and engaging environment for all employees. We welcome applications from all candidates and look forward to receiving yours!

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