Cloud Compute | DGM Level | Location Pune

Responsibilities

• Own end-to-end L3 incident resolution for managed services customers on Windows and Linux within defined SLAs

• Perform deep-dive troubleshooting on OS, network, and cloud infrastructure issues including kernel panics, boot failures, storage faults, and performance degradation

• Execute RHEL 7.x to 8.x/9.x and Ubuntu OS upgrades including pre-upgrade assessment, execution, and rollback

• Conduct root cause analysis on P1/P2 incidents and deliver structured RCA reports to customers

• Manage patching cycles for Windows and Linux servers and maintain patch compliance reporting for managed customers

• Drive infrastructure automation using Ansible for provisioning, configuration management, and routine operations

• Plan and implement disaster recovery between primary and secondary sites and conduct periodic DR drills

• Implement and audit security hardening on Windows and Linux as per CIS benchmarks and customer security policies

• Manage and troubleshoot DNS, SMTP, and LDAP services for managed customers

• Develop operational scripts and utilities using Shell, Python, PowerShell, SED, and AWK

• Lead change management activities including hotfix deployments, platform upgrades, and emergency changes

• Mentor L1/L2 engineers and own runbooks, SOPs, and operational playbooks