Technology Support Engineer

Project Role : Technology Support Engineer

Project Role Description : Resolve incidents and problems across multiple business system components and ensure operational stability. Create and implement Requests for Change (RFC) and update knowledge base articles to support effective troubleshooting. Collaborate with vendors and help service management teams with issue analysis and resolution.

Must have skills : Linux Operations

Good to have skills : NA

Minimum 12 year(s) of experience is required

Educational Qualification : 15 years full time education

Summary:

An experienced Operations Manager with 15+ years of overall (hands-on and managerial experience) in Linux infrastructure operations. This role is accountable for end-to-end delivery of L2 and L3 support services across geographically distributed teams of Linux Administrators. The incumbent will manage team performance, drive automation initiatives, ensure RHEL and AWS delivery excellence, and serve as the bridge between technical execution and organizational objectives. The role demands a seasoned professional who can balance operational rigour with a forward-looking automation and cloud strategy mindset.

Roles & Responsibilities:

Team Leadership & Cross-Geography Management

Lead and manage a distributed team of Linux Administrators spanning multiple geographies and time zones.

Establish clear roles, responsibilities, and ownership across regional sub-teams ensure seamless 24 7 follow-the-sun operational coverage.

Conduct regular 1:1s, team reviews, and cross-site alignment meetings to maintain cohesion and consistent delivery standards.

Define onboarding plans and integration frameworks for new team members across geographies.

Foster a culture of accountability, continuous learning, and knowledge sharing across distributed teams.

Manage staffing plans, backfill strategies, and resource deployment across geographies based on demand.

L2 & L3 Operations Oversight

Own the operational health of Linux infrastructure supporting L2 and L3 tiers ensure SLA/OLA adherence across all sites.

Oversee incident lifecycle management: from detection through resolution and post-incident review (PIR).

Review and approve root cause analyses (RCAs) for P1/P2 incidents ensure corrective actions are tracked to closure.

Govern change management: review, approve, and oversee implementation of high-risk changes.

Ensure problem management practices are in place drive chronic incident elimination.

Maintain operational dashboards and present weekly/monthly operational health reports to leadership.

RHEL & AWS Delivery Management

Oversee delivery of Red Hat Enterprise Linux (RHEL) services: lifecycle management, patch governance, Satellite operations, HA cluster health, and compliance.

Manage AWS-based Linux workload operations: EC2 fleet management, patching via SSM, CloudWatch monitoring, IAM governance, and cost optimisation.

Ensure RHEL and AWS environments meet defined SLAs, security baselines (CIS/STIG), and regulatory compliance requirements.

Coordinate with Red Hat and AWS technical account teams for support escalations, roadmap alignment, and best-practice adoption.

Review and sign off on architecture changes impacting RHEL and AWS Linux infrastructure.

Automation Roadmap & Effort Optimisation

Develop and own a multi-year automation roadmap for Linux operations, covering patching, provisioning, monitoring, and self-healing capabilities.

Identify manual effort hotspots and prioritise automation initiatives based on ROI, risk reduction, and team bandwidth impact.

Oversee implementation of automation using Ansible, Ansible Tower/AWX, and shell/Python scripting track automation coverage metrics.

Drive integration of automation into CI/CD pipelines and infrastructure-as-code practices (Terraform, CloudFormation).

Measure and report automation impact: effort saved (FTE hours/month), MTTR reduction, and error rate decline.

Champion AIOps and event-driven automation tools to further reduce manual toil.

Resource Performance & Development

Design and execute a structured performance evaluation framework for all team members conduct mid-year and annual reviews.

Define role-specific KPIs and OKRs aligned to operational targets track and report performance at individual and team levels.

Identify high performers for growth opportunities and succession planning manage underperformance proactively.

Create and maintain individual development plans (IDPs) with clear certification and skill milestones (RHCSA, RHCE, AWS certifications).

Facilitate technical training programmes, certifications sponsorship, and knowledge-sharing forums.

Manage team utilisation, overtime, and workload balance across geographies.

Stakeholder Management & Governance

Act as the primary operational interface with application teams, security, change management, and vendor partners.

Prepare and present operational metrics, SLA scorecards, and quarterly business reviews (QBRs) to senior management.

Manage vendor relationships for managed services, tooling contracts, and Red Hat/AWS support agreements.

Participate in IT governance forums, CAB, and audit reviews ensure team compliance with ITSM policies.

Develop and maintain the operational RACI, escalation matrix, and communication plans.

Professional & Technical Skills:

Technical & Domain Skills Leadership & Management Skills

RHEL 7/8/9 - advanced operational knowledge Cross-geography team management (follow-the-sun model)

Red Hat Satellite - lifecycle & patch governance Structured resource performance evaluation (KPIs/OKRs)

RHEL HA Clusters (Pacemaker/Corosync) - oversight Automation roadmap planning and ROI articulation

AWS: EC2, VPC, S3, EBS, SSM, CloudWatch, IAM, Cost Explorer Stakeholder management and executive communication

Ansible / Ansible Tower / AWX - automation governance Vendor and contract management

Terraform / CloudFormation - IaC strategy Budget planning and workforce optimisation

ITSM: ServiceNow (all modules) - process ownership Change leadership and operational transformation

Performance management tools and reporting Mentoring and talent development

Shell scripting (bash) / Python - review and oversight level Risk identification and mitigation planning

Container awareness: Podman / Docker / OpenShift basics Conflict resolution across distributed teams

Additional Information:

- The candidate should have minimum 12 years of experience in Linux Operations.

- This position is based at our Bengaluru office.

- A 15 years full time education is required.

15 years full time education

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services-creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us atwww.accenture.com

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