Rubrik

Servicedesk Analyst - II (24/7 Rotational Shift)

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Bangalore, India

2h ago

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Job Description

Hybrid

About The Team:

The Information Technology team at Rubrik influences business processes, employee experience, and technologies to scale our organization to $1B+. This team creates operational efficiency across the company by centralizing the management of Infrastructure, Technology, and Data. The IT team ensures all stages of the software development lifecycle in a secured environment and scrutinizes the deployment of proper processes along with governance. They champion Rubrik on Rubrik and are the first customers of the Engineering teams at Rubrik.

Rubrik Corp IT is constructed of 100% SaaS and 0% on-premises. The IT team caters to accelerated enhancement of business value and multiple day-to-day business processes through our varied SaaS applications like Salesforce.com, Oracle Netsuite, Workday, Snowflake, Etrade, jitterbit, Allocadia, etc. This team also delivers high-paced business outcomes with 100% system uptime backed by agile, nimble, simple, but cohesive Cloud architectures.

About the Role:

The Systems Engineer role reports to the Senior Manager – Corp IT and is responsible for the end-user facing set of services and forms part of the onsite management team. The role is focused on delivering the onsite desktop managed service outcomes including Tech-lounge, ticketing system, emails, and Slack channels, and is responsible for customer engagement, reporting escalations, and proactive continuous improvement
The infrastructure environment is diverse in nature with a distribution of Windows, MAC, and Linux endpoints and multiple applications from various third-party vendors and open source. The role is based full-time at the Rubrik India Pvt. Ltd Bangalore Office.
Shift Timings: 24/7 Monthly Rotational Shifts:
- APAC: 7:30 AM to 4:30 PM
- EMEA: 2:30 PM to 10:30 PM
- US: 10:30 PM to 7:30 AM

What You’ll Do:

Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
Receiving, logging, and managing end-user calls via ticketing system, telephone, and email.
Managing Employee Onboarding & Off-boardings
Maintaining an Asset Inventory and tracking changes.
1st and 2nd line support - troubleshooting of IT related problems from in-house Network, software to hardware, such as Laptops, PCs, and Printers
Experience with administration of Google Workspace, Office 365 systems
Experience in managing Okta SSO Directory
Basic User Access Management knowledge. Creating users, password reset, creating groups, etc.
Experience with any MDM tools like JAMF, VMWare Workspace One
Escalate/redirect unresolved calls to the concerned support team
Take ownership of user problems and follow up on the status of problems on behalf of the user and communicate progress promptly
To maintain a high degree of customer service for all support queries and adhere to all service management principles within defined SLA.
Publishing support documentation to assist staff with requests for information.
To arrange for external technical support where problems cannot be resolved in house
May be required to work a flexible schedule, including nights, weekends, and holidays.
Should have OS knowledge on installation, configuration, troubleshooting on Windows, Mac OS, Unix.
Automation of operational activities/tasks through scripts seven simple apps
Experience in any automation scripts like Python, PowerShell, Javascript, etc, is advantageous.
Should have basic knowledge of Cloud Infrastructure and SAAS-based applications.
Organize and lead planning activities resulting in creating a release/program roadmap. Ensure all teams align with enterprise planning expectations.
Define launch strategy for new product capabilities, including geographic scope and rollouts, detailed timing, ramp, and analytics plan.
Proactively manage across stakeholder groups to establish interdependencies, identify risks and resource constraints, and eliminate significant roadblocks quickly.
Exercise intelligent decision-making and effectively collaborate with other leaders and stakeholders to address critical issues and roadblocks aggressively and in a timely fashion.
Ensure measurable KPIs are developed for the program and align with the product's overall KPIs.
Flexibility to work in rotational shifts

Experience you’ll need:

Bachelor’s degree or equivalent work experience in Computer Science or Engineering
5+ years experience with end-user IT support including desktops, laptops, and mobile devices
Advanced working knowledge of AV equipment and devices including web technologies, communications protocols, and a demonstrated ability to troubleshoot complex technical problems
Strong analytical, problem-solving, and organizational skills
Basic scripting ability through Python, PERL, JScript, or Powershell
Must possess outstanding communication skills
Experience and demonstrated ability in conflict resolution and customer service techniques
Working knowledge of Windows OS (Version 11), Mac OS & Linux
Outstanding MS Outlook, MS Word, PowerPoint, and Excel skills
Broad knowledge of basic networking concepts
Ability to handle multiple projects and deadlines

Join Us in Securing the World's Data

Rubrik (NYSE: RBRK) is on a mission to secure the world’s data. With Zero Trust Data Security™, we help organizations achieve business resilience against cyberattacks, malicious insiders, and operational disruptions. Rubrik Security Cloud, powered by machine learning, secures data across enterprise, cloud, and SaaS applications. We help organizations uphold data integrity, deliver data availability that withstands adverse conditions, continuously monitor data risks and threats, and restore businesses with their data when infrastructure is attacked.

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Diversity, Equity & Inclusion @ Rubrik

At Rubrik we are committed to building and sustaining a culture where people of all backgrounds are valued, know they belong, and believe they can succeed here.

Rubrik's goal is to hire and promote the best person for the job, no matter their background. In doing so, Rubrik is committed to correcting systemic processes and cultural norms that have prevented equal representation. This means we review our current efforts with the intent to offer fair hiring, promotion, and compensation opportunities to people from historically underrepresented communities, and strive to create a company culture where all employees feel they can bring their authentic selves to work and be successful.

Our DEI strategy focuses on three core areas of our business and culture:

Our Company: Build a diverse company that provides equitable access to growth and success for all employees globally.
Our Culture: Create an inclusive environment where authenticity thrives and people of all backgrounds feel like they belong.
Our Communities: Expand our commitment to diversity, equity, & inclusion within and beyond our company walls to invest in future generations of underrepresented talent and bring innovation to our clients.

Equal Opportunity Employer/Veterans/Disabled

Rubrik is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Rubrik provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Rubrik complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please contact us at hr@rubrik.com if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

EEO IS THE LAW

EEO IS THE LAW - POSTER SUPPLEMENT

PAY TRANSPARENCY NONDISCRIMINATION PROVISION

NOTIFICATION OF EMPLOYEE RIGHTS UNDER FEDERAL LABOR LAWS

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