Associate @ Incedo

Incedo is a US-based consulting, data science and technology services firm with over 3000 people helping clients
from our six offices across US, Mexico and India. We help our clients achieve competitive advantage through
end-to-end digital transformation. Our uniqueness lies in bringing together strong engineering, data science, and
design capabilities coupled with deep domain understanding. We combine services and products to maximize
business impact for our clients in telecom, Banking, Wealth Management, product engineering and life science
& healthcare industries.
Working at Incedo will provide you an opportunity to work with industry leading client organizations, deep
technology and domain experts, and global teams. Incedo University, our learning platform, provides ample
learning opportunities starting with a structured onboarding program and carrying throughout various stages of
your career. A variety of fun activities is also an integral part of our friendly work environment. Our flexible
career paths allow you to grow into a program manager, a technical architect or a domain expert based on your
skills and interests.
Our Mission is to enable our clients to maximize business impact from technology by

• Harnessing the transformational impact of emerging technologies
• Bridging the gap between business and technology

Technical support for A10 Cloud Product and Services, in Pune location

? Provide 24/7 support operation, and guide and set example for support levels on building customer responses and knowledge base

? Flexible to work on US hours and weekends

? Troubleshoot, resolve, and document customer reported issues via phone and/or e-mail while utilizing following technologies: ? Unix flavors CentOS, RHEL, Ubuntu etc.

? Hypervisors Openstack and VMWare ESXi

? Applications like Apache, Kafka, Cassandra, Elasticsearch etc.

? Supporting Opensource and Devops tools like Ansible & scripting.

? Supporting RESTapi, SaaS monitoring, log analysis, Backup/DR

? Public Cloud like AWS and Azure

? Technologies like Kubernetes, Docker etc.

? Layer 4 Protocol and concepts like TCP & UDP

? Layer 7 Protocols and concepts like HTTP, SSL, DNS, DHCP etc.

? Analyze data traces using protocol analyzers to identify anomalies and provide solutions

? Recreate reported issues in the lab with customers configuration

? Work with escalation and sustained engineering teams to investigate and resolve software and configuration defects

? Perform patch verification related tasks on customer reported defects

? Individual contributor role reporting to Head Cloud Operations.

1+ years of relevant technical support and customer interaction experience.

? Any graduation in CS or related engineering or equivalent field.

? Hands on experience with Linux, Application Servers and Database systems with production traffic. Installation, Upgrade, Configuration & troubleshooting

? Hands on experience on setting up and administrating SaaS, monitoring systems, log analyzers, Security scanning & Vulnerability Management.

? Hands on experience with Public/Private Cloud with APIs on production systems. Onboarding, Configuration & troubleshooting.

? Experience on working with in-line systems like Load Balancers, Firewall, Traffic shaping systems. Configuration & troubleshooting.

? Advanced trouble shooting skills and working closely with customers to resolve the problems with remote access and log analysis.

? Good knowledge on Networking - TCP/IP, Routing and Switching, Load Balancers, Firewalls, L7 protocols.

? Good knowledge on technologies like Kubernetes, Docker, Weave, Nginx/HA Proxy, Ansible etc.

? At least basic level of scripting on Bash and Python.

? Excellent verbal and written communication skills, exhibiting fluency working with customers from different geography

? Process oriented and should have worked with ticketing system, escalation management and building knowledge base for technical support organization

? Open-source enthusiast, should exhibit knowledge on open source tools

? Certification on Linux/Networking is a plus.

? Attention to details, openness to constructively critique and a great team player