Hosting Product Specialist - NY

Job Description

Job Description

What is the job like?

The main focus of this group is to handle L2 / L3 customer issues for all of our hosting products (cpanel / plesk / vps / cloud / dedicated). Applicants should have 3-6 years experience in supporting these products.

Experience : 3-6 years

Responsibilities

• Participate in 24×7 shifts
• Monitor the stability of our products with various internal tools.
• L2 Support ownership of all hosting products (cpanel / plesk / vps / cloud / dedicated).
• Handle incident response, troubleshooting and fix for various product / services.
• Handle escalations as per policies / procedures.
• Get different internal / external groups together to resolve production site issues effectively.
• Communicate clearly on tickets, phone calls made to the team about various issues.
• Exhibit a sense of urgency to resolve issues.
• Build advance automation workflows for  automating repeated issues.
• Work with our infrastructure team to deploy and maintain Linux / Windows servers using automated scripts and a predefined runbook.
• Ensure SLA’s and Operational standards are met.
• Raise tickets to different internal groups to resolve recurrent problems, alerts and follow-up on escalated issues.
• Liaison with engineering teams for RCA’s, permanent resolutions on issues affecting production sites.
• Contribute to Operations handbook.
• Ensure smooth hand-offs between shifts.

Requirement Specification

Educational Qualifications

Graduate, preferably in Information Technology or Computer Science

Consistently strong academic performance.

Detailed Requirements

Linux :   Good understanding of Linux Systems, Any Shell / Bash, sed / awk / grep / egrep, VI / VIM / Emacs, netstat, lsof, strace, ps / top / atop / dstat, grub boot config & systems rescue, fstab / disk labels, ext3 / ext4, IPtables, sysstat (sar / vmstat / iostat etc), run-levels & startup scripts, sudo / chroot / chkrootkit / rkhunter.

Windows :   Windows 2000 / 2003 / 2008, NTFS chkdisk / acls etc, Troubleshoot system / application

faults using Event logs, Updates via WSUS, Terminal Services, IIS Fundamentals

Scripting : Any of Bash / PERL / Ruby / Python / PHP.

Fundamentals :   Basic DNS & Networking, TCP / UDP, IP Routing, HA & Load Balancing Concepts.

Application Protocols : SMTP,HTTP,FTP,IMAP,POP.

Shifts :   Must be willing to work in shifts (including at night and on holidays)

Good To Have :

Systems / Hardware : RAID, LOM / IPMI / IP KVMs, Dell Hardware.

Windows :   WMI, Powershell / VB scripts, MS-SQL Fundamentals.

Applications :   Postfix / qmail / Exim, Database Systems Fundamentals (MySQL / Postgres), Nginx / Apache (mod_php, mod_fcgid, CGI, php-fpm etc), Tomcat.

Tools / Utilities : Nagios, DHCP, Kickstart / Cobbler, Yum, RPM, GIT / SVN

Others :   Regular expressions, Rescue Kits like TRK etc..

Certification : Red Hat Certified Engineer (RHCE).