Cloud Wintel Engineer - L2

Incident Management:

. Respond to escalated incidents from L1 support, providing timely and effective resolution.

. Diagnose and troubleshoot complex technical problems across various technologies.

. Perform root cause analysis to prevent recurring incidents.

. Document incident resolution steps and maintain knowledge base articles.

Problem Management:

. Investigate and resolve underlying problems affecting IT services.

. Proactively identify potential issues and implement preventative measures.

. Collaborate with other teams to address complex problems.

Change Management:

. Implement approved changes to IT systems, following established procedures.

. Ensure changes are implemented with minimal disruption to services.

. Validate successful implementation and document changes.

System Monitoring & Maintenance:

. Monitor the health and performance of IT systems.

. Perform routine maintenance tasks to ensure system stability and security.

. Identify and address performance bottlenecks.

Technical Expertise:

. Maintain in-depth knowledge of BMC Control-M, AWS cloud services, Windows and VMS operating systems, and

security technologies.

. Stay current with industry best practices and emerging technologies.. Provide technical guidance and mentorship to L1 support engineers.

Qualifications:

. Bachelor's degree in Computer Science, Information Technology, or a related field.

. 3-5 years of experience in IT support, with a focus on AWS, Windows, VMS, and security. BMC Control-M experience will be an added advantage.

. Strong understanding of ITIL framework and service management principles.

. Excellent analytical, problem-solving, and troubleshooting skills.

. Strong communication and interpersonal skills.

. Ability to work independently and as part of a team.

. Relevant certifications (e.g., AWS certification) is a plus.

Key Skills:

. BMC Control-M administration and troubleshooting

. AWS cloud services management and support

. Windows and VMS operating system administration

. Security best practices and implementation

. Incident and problem management

. Change management

. System monitoring and maintenance

. Communication and collaboration