Requirement:

• Minimum 10 years of hands-on experience delivering enterprise-grade hardware break-fix and advanced software resolution, leveraging dual industry certifications across distinct technologies, vendor-certified UNIX expertise (AIX, HP-UX, Solaris, Red Hat), and CCNP-level (or higher) networking proficiency to ensure rapid restoration, system stability, and high availability of mission-critical IT environments.
• Own and resolve complex enterprise-level incident tickets, covering advanced hardware diagnostics (e.g., high-end servers, storage libraries, power systems) and deep software root-cause analysis across UNIX and network environments.
• Deliver expert remote support and incident resolution, analyzing alerts from managed services platforms and ensuring timely restoration of mission critical systems.
• Serve as the primary escalation authority, handling high-severity hardware, software, and managed services cases beyond Level 2, acting as the final resolution point for the GSD team.
• Lead seamless customer communication, providing clear incident updates via email, WebEx, and phone to maintain trust and transparency throughout the resolution process.
• Coordinate end-to-end service execution, including spare parts logistics, field service engineer deployment, remote system administration, and on-site support orchestration.
• Drive operational excellence and knowledge enablement, approving critical deliverables (CRFs, RFQs, RCAs, technical procedures), supporting onboarding activities, and training new Global Support Services Engineers.
• Demonstrates sharp problem-solving and analytical thinking with strong debugging expertise, complemented by clear communication and a highly collaborative team-oriented mindset.
• Proficient in English (spoken & written). A Bachelor’s or Master’s degree in Information Technology, Computer Science, Computer Engineering, Electronics & Communication Engineering or a related field.