Epicor is a global leaderdelivering innovative, award-winning software solutions to theManufacturing, Distribution, Retail, and Service industries.
With morethan 40 years of experience and customers in over 150 countries, Epicor placedfirmly as Visionary’ by Gartner in the magic quadrant.
Epicor promotes growth on everylevel : for our customers by providing flexible, industry-specific businesssolutions, and for our team members by empowering them to apply theirindividual expertise to shape our company's visionary software.
We offer an open and supportiveenvironment where you can be yourself and develop your career in a creative anddynamic setting where new opportunities are as accessible to you as your leadershipteam is.
Role Summary / Purpose :
The Server Analyst works on serversand storage in the Epicor enterprise. He / She receives incidents and tasks viathe ticketing system as they are entered by other Epicor teams.
These taskswill be comprised of scheduled work (i.e. installing operating system patchesor server firmware updates), as well as break / fix tasks escalated from theService Desk or NOC teams.
He / She takes responsibility for managing tasksin their ticketing queue by either completing the tasks or escalating the tasksto the next tier.
Upon successful resolution, he / she finalizes the taskaccording to Epicor’s policies for incident management. Job duties also includerecording the problems encountered and techniques used to solve it for futurereference.
Server Analysts should be capableof solving a variety of problems, including those that may not have standardresolution methods.
In such cases, Server Analysts should be able to applymethods based on past experience, in-house knowledge bases, or onlineresources.
This position requires a person who can think ahead to implementproactive measures. Ability to grasp information in several formats, includingprint, verbal and pictorial representations, is important.
Essential Role andResponsibilities :
Completes incidents and tasksaccording to established service level agreements in a timely, accurate andprofessional manner.
Responsible for communicating withend-users regarding incident updates, phone calls and / or email notification.
Follows all documented processes andprocedures and logs all work performed in a highly detailed and readilyreviewable manner in the incident tracking system.
Responsible for meeting individualand departmental metric goals with regards to incidents and tasks.
Assists and / or consults with tieredsupport escalation members to achieve company defined Service Level Agreementsor SLAs.
Creates and maintains documentationbased on Epicor standards.
Provision and support various serveroperating systems (primarily Windows Server, but may also include UNIX andLinux distributions).
Provide support and troubleshootingfor production hypervisor platforms (VMware ESXi and Nutanix AHV)
Provide support for Enterpriseapplications (patching software, antivirus, monitoring software)
Support the daily, weekly, andmonthly disaster recovery and backup processes.
Provide support for Microsoft ActiveDirectory and Group Policy.
Provision SAN storage (new andexpansion) for physical servers and virtual datastores.
Participate in the monthly serveroperating system patching cycle.
Additional responsibilities asassigned.
The ideal candidate has
A minimum of three years’ experiencewith enterprise server and storage environments.
Technical proficiency in serveroperating systems, virtualization platforms, and storage infrastructures.
Demonstrate ability to diagnose andtroubleshoot problems in an effective manner.
Be highly motivated.
Must be available to work a flexibleshift schedule.
Excellent interpersonal andcommunications skills (verbal and written).
Ability to effectively multi-task andadapt to a fast pace and continuously changing environment is required.
Demonstrate ability to follow,capture, and document all relevant details pertaining to a support issue.
Ability to think outside the box whendiagnosing and troubleshooting issues where documentation may not readilyexist.
Primary location : Bangalore Karnataka India