Roles & Responsibilities : Resolve critical and complex technical issues in a 24x7x365 global support delivery team. Combine technical expertise and customer requirements to solve complex business challenges. Provisioning & Managing Operating System, Azure IaaS & PaaS Service. Ability to quickly identify customer issues and being able to conduct in-depth diagnostics on Linux platform and services. Work with Architects to deliver solutions and deploy new capabilities in customer environment. Analyse and eliminate top issues impacting customer experience. Build automation to solve customer problems and develop scripts to automate troubleshooting and diagnostics activities. Create documentation (SOP's & TSG's) to help L1 / L2 teams to support operations. Work on critical, highly complex customer scenarios that span across multiple Linux flavours Act as a technical escalation point within the team Work with leadership on process improvement and strategic initiatives (1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases