Wintel L3

Experience

• To manage technical team of 10-15 people and to provide L3 level support.
• To train Wintel L1-L2 resources on processes and technologies
• Team Roster & leave management.
  

• Hardening documents creation and management. Ensure hardening guidelines are followed before releasing into production Customer to provide existing hardening document.
• Migration of server OS from existing version to latest recommended version.
• Daily server checklist to be maintained every day and all errors related with services to be checked & appropriate actions to be taken.
• Provide monthly reports with the service uptime and calls status.
• System health check by tool provided by Customer.
• Vendor Coordination services for Hardware break fix for all servers as per the severity levels defined for equipment.
• Orderly system start-up and shutdown as per predefined procedures.
• User Account Administration.
• Monitor CPU utilization, disk space usage, services and server logs etc. using daily checklists.
• Coordination of installation of new servers / services as per business requirements.
• Configuring the print servers and resolving printing problems of the users. To ensure that all services (e.g., Domain / DNS / DHCP / Mail / VPN / FTP services are up and running). Ensure the uptime of these services as per SLA.
• Incident management for server incidents. Root cause analysis for problem management to be carried out.
• Third party vendor management.
• Adhere to the security standards and policies of Customer.
• Manage availability (measure uptime, monitor service, report)
• Performance monitoring of servers on daily\weekly basis & actions for non-performance will be analysed.
• Performance analysis of servers.
• Scripts for ease of operations management.
• Coordinate for installation of any remote software or hardware required to secure remote connectivity to servers.
• OS installation and up gradation, including firmware up gradation, Patch installation & management of software's.
• Review and recommend software patch and/or service pack implementation.
• Schedule required downtime for maintenance, and patch installation.
• Test and verify OS software patches, fixes or enhancements for in-scope servers
• Check that appropriate version of all appropriate patches, and all appropriate device drivers
• Patch installation of software's beyond the baseline will be done based on the SOP's provided by Customer (However this would be routed through the change management process and might attract a PCR based on volume and timelines, to be discussed and agreed during such implementation)
• Escalate disk, file and share incidents as needed in accordance with the incident management
• Monitor storage devices associated with in-scope systems
• Install and configure DAS (Disks, Volumes and Partitions) under the guidelines of the ITSM change process. (Customer to provide necessary guidelines and policies)
• Check that server backup requirements are appropriate, as impacted by any change management activities involving direct-attached or shared storage moves, adds, or changes.
• Troubleshoot the logical and physical disk configurations when an error condition or event is detected, as escalated via the incident management process.
• Monitor and manage share ownership and privileges and communication to end-users of normal
• Management of DNS servers, along with synchronization between primary secondary and DR DNS.
• Provide regular reports detailing storage changes, exceptions, or incidents.
• Run/monitor native operating system or Customer-provided defragmentation utilities and procedures.
• Respond to user requests for share creation
• Provide data owner with the information on share creation or modification.
• Will take reasonable measures to confirm that only authorized users have access to Customer's environment.
• Refrain from using privileged accounts without authorization.
• Work with Customer to implement the outcome of Customer's system classification.
• Provide appropriate network and system access to allow proper operation of
• Adhere to, at a minimum, Customer's security standards and policies
• Provide auditing and reporting on account usage, monitoring and violations as per the Customer policy.
• Work with Customer to implement the agreed quality password standards.
• Use available tools to enforce quality passwords.
• Remove or change default passwords within scope.
• Granting Roles to the users
• Troubleshoot and resolve resource-access issues.
• Manage password maintenance based on Customer's policies.
• Configure user access to desired resources via configuration of users and user related attributes (such as groups) within the supported Customer environment.
• Associate end users with specific, predefined access and capability characteristics of resources.
• Reconfigure user access to a resource due to a change in the server environment (such as the domain structure, logon servers, etc.) in accordance with Customer's change policies and Change Management Process. of Users through SR.
• Add access and capability characteristics of resources to existing groups.
• Associate access and capability characteristics of resources with defined groups.
• Document user accounts added or deleted from the domains or groups.
• Change all default passwords and perform password changes to all Vendor owner user and administration passwords and will change these passwords on a periodic basis.
• Check systems within its sphere of control adhere to the agreed password standards and procedures.
• Take reasonable measures to confirm that only authorized users have access to Customer's environment.
• Verify user performance issues reported by Customer or detected via the event monitoring process.
• Temporarily adjust monitoring criteria and/or events on affected resources during performance resolution activities.
• Work with Customer and third-party Vendors to whom Vendor is an agent for Customer to isolate and relieve performance bottlenecks.
• Isolate operating system performance issues and resolve or refer them in accordance with the escalation procedures.
• Review the general release, patch, or service pack list for potential resolutions for performance problems.
• Use the standard data center tool-set for system performance data collection and reporting provided by Customer.
• Recommend the server resource data to be collected and reported.
• Collect data for each monitored resource based on agreed performance data collection requirements.
• Generate standard reports and deliver to Customer.
• Provide Customer with an estimate of disk space needed for performance data.
• Proactively identify performance bottlenecks, where possible, during the monthly account reviews
• Recommend changes to remedy or prevent performance bottlenecks.
• Review with Customer recommendations based on historical trend analysis by resource.
• Schedule downtime, as necessary, to resolve performance problem
• Maintenance and execution of documented technical procedures
• Email alert configuration for production servers
• Closure of monthly Microsoft RAP activity for various windows environment i.e. - AD, SQL, IIS etc.
• Closure of VA-PT points raised by internal team and updating hardening document accordingly