Technical Support Engineer

Role Overview Provide second-level operational support for a containerized OpenStack Private Cloud deployed using Kolla-Ansible. Focus on advanced troubleshooting, service restoration, root cause analysis, platform validation, and coordination with engineering and infrastructure teams to ensure high availability and operational stability. Key Responsibilities • Provide second-level support for incidents and service requests escalated by the L1 Operations team. • Troubleshoot OpenStack services including Nova, Neutron, Keystone, Glance, Cinder, Horizon, Placement, Heat, and Octavia. • Diagnose and resolve issues related to compute, networking, storage, authentication, scheduling, and API services. • Troubleshoot Docker containers deployed through Kolla-Ansible and perform service recovery following operational procedures. • Perform advanced Linux administration, including troubleshooting CPU, memory, disk, filesystem, networking, processes, and service failures. • Analyze applications, containers, and system logs to identify root causes and restore services. • Validate VM lifecycle operations, image management, volume operations, floating IP connectivity, and OpenStack API availability. • Monitor platform health using Grafana, Prometheus, and Alert manager, and investigate infrastructure alerts. • Validate the health of controllers, compute, storage, and network nodes after maintenance activities. • Perform troubleshooting of Cinder and Ceph storage services, validate volume creation, attachment, snapshot operations, storage health, and collect diagnostic information for incident analysis. • Monitor storage capacity and backend storage health, coordinate with Infrastructure teams for storage-related incidents, and validate storage services after maintenance activities. • Perform hardware health validation using server management interfaces such as iDRAC, iLO, or IPMI, and correlate hardware events with platform issues. • Collect hardware diagnostic information and coordinate with Infrastructure, Data Center, and OEM teams for hardware-related incidents. • Support planned maintenance activities, platform validation, and change implementations. • Prepare Root Cause Analysis (RCA) reports and update operational documentation and knowledge base articles. • Mentor L1 engineers and provide technical guidance during incident resolution. Technical Skills • Strong Linux administration (RHEL/Rocky Linux/Ubuntu) • Good understanding of OpenStack architecture and core services • Hands-on experience with Docker container operations • Working knowledge of Kolla-Ansible-based OpenStack environments • Experience with Grafana, Prometheus, and Alert manager • Strong understanding of TCP/IP networking, VLANs, VXLAN, DNS, and SSH • Experience with OpenStack CLI and basic API troubleshooting • Knowledge of virtualization technologies (KVM/QEMU/libvirt) • Basic understanding of HA Proxy, MariaDB/Galera, RabbitMQ, and Ceph • Experience with ITSM tools such as JIRA or ServiceNow • Basic shell scripting (Bash/Python) is an added advantage Soft Skills • Strong analytical and troubleshooting skills • Excellent verbal and written communication • Customer-focused approach • Ability to work independently in a 24×7 rotational shift environment • Good documentation and reporting practices • Strong ownership and accountability • Team collaboration and mentoring skills • Effective incident management and escalation discipline Preferred Certifications • RHCE (Red Hat Certified Engineer) • RHCSA (Red Hat Certified System Administrator) • LFCS (Linux Foundation Certified System Administrator) • OpenStack Foundation Certification (Preferred) • Docker Certified Associate (Preferred)