Hosting Product Specialist - NY
29 days ago
Dearborn Heights
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).