Manager Third Level Support - Unix/Linux
Belo Horizonte Area, Brazil
Led Unix/Linux and Windows teams composed of 28 systems engineers in total. Both teams were dedicated to our customer Oi/TELEMAR. Those teams were responsible for developing new solutions, implementations, and problem solving using ITIL methodology. The company used BMC Remedy as its ITSM solution together with BMC Patrol as the monitoring system. On average, 3,600 tickets were resolved on a monthly basis in a variety of SLAs. The environment had around 12,000 servers and an extensive set of products and solutions such as Windows 2008R2, Windows 2012R2, Linux Red Hat, Oracle Linux, HPUX, Solaris, AIX, Active Directory, Citrix 6.5, VMWare, Hyper V, Exchange, Lotus Notes, ISA Server, TMG, Cisco, Oracle WebLogic, Oracle OSB, WebSphere, Veritas Cluster. Regarding this role I was also responsible for coordinating the recruitment processes for both teams. I was also responsible for team evaluation and project and task management in addition to on-call set up and management for both teams and building a close relationship with the company’s HR. I acted as a Linux Solutions Architect delivering and implementing solutions such as Load Balance with Keepalive and Haproxy, Storage replication with DRBD, Firewall Cluster Solutions with PfSense and OPNSense, MariaDB Multi-Master cluster, OpenLDAP and Replication. I also implemented monitoring, performance and capacity planning with Grafana.