About Arctera Arctera keeps the world s IT systems working. We can trust that our credit cards will work at the store, that power will be routed to our homes and that factories will produce our medications because those companies themselves trust Arctera. Arctera is behind the scenes making sure that many of the biggest organizations in the world - and many of the smallest too - can face down ransomware attacks, natural disasters, and compliance challenges without missing a beat. We do this through the power of data and our flagship products, Insight, InfoScale and Backup Exec. Illuminating data also helps our customers maintain personal privacy, reduce the environmental impact of data storage, and defend against illegal or immoral use of information. It s a task that continues to get more complex as data volumes surge. Every day, the world produces more data than it ever has before. And global digital transformation - and the arrival of the age of AI - has set the course for a new explosion in data creation. Joining the Arctera team, you ll be part of a group innovating to harness the opportunity of the latest technologies to protect the world s critical infrastructure and to keep all our data safe. About Arctera Arctera keeps the world s IT systems working. We can trust that our credit cards will work at the store, that power will be routed to our homes and that factories will produce our medications because those companies themselves trust Arctera. Arctera is behind the scenes making sure that many of the biggest organizations in the world - and many of the smallest too - can face down ransomware attacks, natural disasters, and compliance challenges without missing a beat. We do this through the power of data and our flagship products, Insight, InfoScale and Backup Exec. Illuminating data also helps our customers maintain personal privacy, reduce the environmental impact of data storage, and defend against illegal or immoral use of information. It s a task that continues to get more complex as data volumes surge. Every day, the world produces more data than it ever has before. And global digital transformation - and the arrival of the age of AI - has set the course for a new explosion in data creation. Joining the Arctera team, you ll be part of a group innovating to harness the opportunity of the latest technologies to protect the world s critical infrastructure and to keep all our data safe. About Arctera Arctera keeps the world s IT systems working. We can trust that our credit cards will work at the store, that power will be routed to our homes and that factories will produce our medications because those companies themselves trust Arctera. Arctera is behind the scenes making sure that many of the biggest organizations in the world - and many of the smallest too - can face down ransomware attacks, natural disasters, and compliance challenges without missing a beat. We do this through the power of data and our flagship products, Insight, InfoScale and Backup Exec. Illuminating data also helps our customers maintain personal privacy, reduce the environmental impact of data storage, and defend against illegal or immoral use of information. It s a task that continues to get more complex as data volumes surge. Every day, the world produces more data than it ever has before. And global digital transformation - and the arrival of the age of AI - has set the course for a new explosion in data creation. Joining the Arctera team, you ll be part of a group innovating to harness the opportunity of the latest technologies to protect the world s critical infrastructure and to keep all our data safe. Roles Responsibilities: Serve as the first point of contact for Customers and Partners for general queries relating to licensing, entitlement, portal access, and technical support. Quickly respond to customer calls, web cases, emails and chats. Deliver a high level of service and provide prompt resolution to ensure customer satisfaction Support ongoing customer retention activities, including researching what may be the root cause of a customer issue or problem - Assist with queries and end-to-end resolution relating to (but not limited to) product licensing, activation, upgrades, renewals and customer portals; liaise with other Arctera business units as needed Adhere to defined case handling processes and use appropriate reference materials and internal knowledge documents efficiently. Strive to impress customers with exceptional service and continually search for ways to improve processes and deliver additional value to the customer, thereby driving customer loyalty Build and maintain customer relationships in support of Customer Onboarding and Customer retention Facilitate a positive and productive team environment Required Skills, Experience Education Proficiency in Mandarin language - written and oral Minimum of 3 years Customer Service experience (or equivalent experience) Education - Graduation in any discipline is a must Excellent English business communication skills (Read, Write and Speak) Experience in working in 24x7 environment is a must Experience in Software and Technology industry is preferred Experience in customer relationship management tools is preferred Experience in Enterprise Resource Planning tools such as Oracle is preferred Ability to quickly respond, efficiently manage time and multitasking Ability to explain complex ideas in simple terms Problem solving skills and meticulously work across cross function teams to resolve customer issues Proficiency in Microsoft Office Suite.

About Arctera Arctera keeps the world s IT systems working. We can trust that our credit cards will work at the store, that power will be routed to our homes and that factories will produce our medications because those companies themselves trust Arctera. Arctera is behind the scenes making sure that many of the biggest organizations in the world - and many of the smallest too - can face down ransomware attacks, natural disasters, and compliance challenges without missing a beat. We do this through the power of data and our flagship products, Insight, InfoScale and Backup Exec. Illuminating data also helps our customers maintain personal privacy, reduce the environmental impact of data storage, and defend against illegal or immoral use of information. It s a task that continues to get more complex as data volumes surge. Every day, the world produces more data than it ever has before. And global digital transformation - and the arrival of the age of AI - has set the course for a new explosion in data creation. Joining the Arctera team, you ll be part of a group innovating to harness the opportunity of the latest technologies to protect the world s critical infrastructure and to keep all our data safe. About Arctera Arctera keeps the world s IT systems working. We can trust that our credit cards will work at the store, that power will be routed to our homes and that factories will produce our medications because those companies themselves trust Arctera. Arctera is behind the scenes making sure that many of the biggest organizations in the world - and many of the smallest too - can face down ransomware attacks, natural disasters, and compliance challenges without missing a beat. We do this through the power of data and our flagship products, Insight, InfoScale and Backup Exec. Illuminating data also helps our customers maintain personal privacy, reduce the environmental impact of data storage, and defend against illegal or immoral use of information. It s a task that continues to get more complex as data volumes surge. Every day, the world produces more data than it ever has before. And global digital transformation - and the arrival of the age of AI - has set the course for a new explosion in data creation. Joining the Arctera team, you ll be part of a group innovating to harness the opportunity of the latest technologies to protect the world s critical infrastructure and to keep all our data safe. About Arctera Arctera keeps the world s IT systems working. We can trust that our credit cards will work at the store, that power will be routed to our homes and that factories will produce our medications because those companies themselves trust Arctera. Arctera is behind the scenes making sure that many of the biggest organizations in the world - and many of the smallest too - can face down ransomware attacks, natural disasters, and compliance challenges without missing a beat. We do this through the power of data and our flagship products, Insight, InfoScale and Backup Exec. Illuminating data also helps our customers maintain personal privacy, reduce the environmental impact of data storage, and defend against illegal or immoral use of information. It s a task that continues to get more complex as data volumes surge. Every day, the world produces more data than it ever has before. And global digital transformation - and the arrival of the age of AI - has set the course for a new explosion in data creation. Joining the Arctera team, you ll be part of a group innovating to harness the opportunity of the latest technologies to protect the world s critical infrastructure and to keep all our data safe. Roles Responsibilities: Serve as the first point of contact for Customers and Partners for general queries relating to licensing, entitlement, portal access, and technical support. Quickly respond to customer calls, web cases, emails and chats. Deliver a high level of service and provide prompt resolution to ensure customer satisfaction Support ongoing customer retention activities, including researching what may be the root cause of a customer issue or problem - Assist with queries and end-to-end resolution relating to (but not limited to) product licensing, activation, upgrades, renewals and customer portals; liaise with other Arctera business units as needed Adhere to defined case handling processes and use appropriate reference materials and internal knowledge documents efficiently. Strive to impress customers with exceptional service and continually search for ways to improve processes and deliver additional value to the customer, thereby driving customer loyalty Build and maintain customer relationships in support of Customer Onboarding and Customer retention Facilitate a positive and productive team environment Required Skills, Experience Education Proficiency in Korean language - written and oral Minimum of 3 years Customer Service experience (or equivalent experience) Education - Graduation in any discipline is a must Excellent English business communication skills (Read, Write and Speak) Experience in working in 24x7 environment is a must Experience in Software and Technology industry is preferred Experience in customer relationship management tools is preferred Experience in Enterprise Resource Planning tools such as Oracle is preferred Ability to quickly respond, efficiently manage time and multitasking Ability to explain complex ideas in simple terms Problem solving skills and meticulously work across cross function teams to resolve customer issues Proficiency in Microsoft Office Suite.

About Arctera Arctera keeps the world s IT systems working. We can trust that our credit cards will work at the store, that power will be routed to our homes and that factories will produce our medications because those companies themselves trust Arctera. Arctera is behind the scenes making sure that many of the biggest organizations in the world - and many of the smallest too - can face down ransomware attacks, natural disasters, and compliance challenges without missing a beat. We do this through the power of data and our flagship products, Insight, InfoScale and Backup Exec. Illuminating data also helps our customers maintain personal privacy, reduce the environmental impact of data storage, and defend against illegal or immoral use of information. It s a task that continues to get more complex as data volumes surge. Every day, the world produces more data than it ever has before. And global digital transformation - and the arrival of the age of AI - has set the course for a new explosion in data creation. Joining the Arctera team, you ll be part of a group innovating to harness the opportunity of the latest technologies to protect the world s critical infrastructure and to keep all our data safe. About Arctera Arctera keeps the world s IT systems working. We can trust that our credit cards will work at the store, that power will be routed to our homes and that factories will produce our medications because those companies themselves trust Arctera. Arctera is behind the scenes making sure that many of the biggest organizations in the world - and many of the smallest too - can face down ransomware attacks, natural disasters, and compliance challenges without missing a beat. We do this through the power of data and our flagship products, Insight, InfoScale and Backup Exec. Illuminating data also helps our customers maintain personal privacy, reduce the environmental impact of data storage, and defend against illegal or immoral use of information. It s a task that continues to get more complex as data volumes surge. Every day, the world produces more data than it ever has before. And global digital transformation - and the arrival of the age of AI - has set the course for a new explosion in data creation. Joining the Arctera team, you ll be part of a group innovating to harness the opportunity of the latest technologies to protect the world s critical infrastructure and to keep all our data safe. About Arctera Arctera keeps the world s IT systems working. We can trust that our credit cards will work at the store, that power will be routed to our homes and that factories will produce our medications because those companies themselves trust Arctera. Arctera is behind the scenes making sure that many of the biggest organizations in the world - and many of the smallest too - can face down ransomware attacks, natural disasters, and compliance challenges without missing a beat. We do this through the power of data and our flagship products, Insight, InfoScale and Backup Exec. Illuminating data also helps our customers maintain personal privacy, reduce the environmental impact of data storage, and defend against illegal or immoral use of information. It s a task that continues to get more complex as data volumes surge. Every day, the world produces more data than it ever has before. And global digital transformation - and the arrival of the age of AI - has set the course for a new explosion in data creation. Joining the Arctera team, you ll be part of a group innovating to harness the opportunity of the latest technologies to protect the world s critical infrastructure and to keep all our data safe. Roles Responsibilities: Serve as the first point of contact for Customers and Partners for general queries relating to licensing, entitlement, portal access, and technical support. Quickly respond to customer calls, web cases, emails and chats. Deliver a high level of service and provide prompt resolution to ensure customer satisfaction Support ongoing customer retention activities, including researching what may be the root cause of a customer issue or problem - Assist with queries and end-to-end resolution relating to (but not limited to) product licensing, activation, upgrades, renewals and customer portals; liaise with other Arctera business units as needed Adhere to defined case handling processes and use appropriate reference materials and internal knowledge documents efficiently. Strive to impress customers with exceptional service and continually search for ways to improve processes and deliver additional value to the customer, thereby driving customer loyalty Build and maintain customer relationships in support of Customer Onboarding and Customer retention Facilitate a positive and productive team environment Required Skills, Experience Education Proficiency in Japanese language - written and oral Minimum of 3 years Customer Service experience (or equivalent experience) Education - Graduation in any discipline is a must Excellent English business communication skills (Read, Write and Speak) Experience in working in 24x7 environment is a must Experience in Software and Technology industry is preferred Experience in customer relationship management tools is preferred Experience in Enterprise Resource Planning tools such as Oracle is preferred Ability to quickly respond, efficiently manage time and multitasking Ability to explain complex ideas in simple terms Problem solving skills and meticulously work across cross function teams to resolve customer issues Proficiency in Microsoft Office Suite.

About Arctera Arctera keeps the world s IT systems working. We can trust that our credit cards will work at the store, that power will be routed to our homes and that factories will produce our medications because those companies themselves trust Arctera. Arctera is behind the scenes making sure that many of the biggest organizations in the world - and many of the smallest too - can face down ransomware attacks, natural disasters, and compliance challenges without missing a beat. We do this through the power of data and our flagship products, Insight, InfoScale and Backup Exec. Illuminating data also helps our customers maintain personal privacy, reduce the environmental impact of data storage, and defend against illegal or immoral use of information. It s a task that continues to get more complex as data volumes surge. Every day, the world produces more data than it ever has before. And global digital transformation - and the arrival of the age of AI - has set the course for a new explosion in data creation. Joining the Arctera team, you ll be part of a group innovating to harness the opportunity of the latest technologies to protect the world s critical infrastructure and to keep all our data safe. About Arctera Arctera keeps the world s IT systems working. We can trust that our credit cards will work at the store, that power will be routed to our homes and that factories will produce our medications because those companies themselves trust Arctera. Arctera is behind the scenes making sure that many of the biggest organizations in the world - and many of the smallest too - can face down ransomware attacks, natural disasters, and compliance challenges without missing a beat. We do this through the power of data and our flagship products, Insight, InfoScale and Backup Exec. Illuminating data also helps our customers maintain personal privacy, reduce the environmental impact of data storage, and defend against illegal or immoral use of information. It s a task that continues to get more complex as data volumes surge. Every day, the world produces more data than it ever has before. And global digital transformation - and the arrival of the age of AI - has set the course for a new explosion in data creation. Joining the Arctera team, you ll be part of a group innovating to harness the opportunity of the latest technologies to protect the world s critical infrastructure and to keep all our data safe. About Arctera Arctera keeps the world s IT systems working. We can trust that our credit cards will work at the store, that power will be routed to our homes and that factories will produce our medications because those companies themselves trust Arctera. Arctera is behind the scenes making sure that many of the biggest organizations in the world - and many of the smallest too - can face down ransomware attacks, natural disasters, and compliance challenges without missing a beat. We do this through the power of data and our flagship products, Insight, InfoScale and Backup Exec. Illuminating data also helps our customers maintain personal privacy, reduce the environmental impact of data storage, and defend against illegal or immoral use of information. It s a task that continues to get more complex as data volumes surge. Every day, the world produces more data than it ever has before. And global digital transformation - and the arrival of the age of AI - has set the course for a new explosion in data creation. Joining the Arctera team, you ll be part of a group innovating to harness the opportunity of the latest technologies to protect the world s critical infrastructure and to keep all our data safe. Roles & Responsibilities: Serve as the first point of contact for Customers and Partners for general queries relating to licensing, entitlement, portal access, and technical support. Quickly respond to customer calls, web cases, emails and chats. Deliver a high level of service and provide prompt resolution to ensure customer satisfaction Support ongoing customer retention activities, including researching what may be the root cause of a customer issue or problem - Assist with queries and end-to-end resolution relating to (but not limited to) product licensing, activation, upgrades, renewals and customer portals; liaise with other Arctera business units as needed Adhere to defined case handling processes and use appropriate reference materials and internal knowledge documents efficiently. Strive to impress customers with exceptional service and continually search for ways to improve processes and deliver additional value to the customer, thereby driving customer loyalty Build and maintain customer relationships in support of Customer Onboarding and Customer retention Facilitate a positive and productive team environment Required Skills, Experience & Education Proficiency in Japanese Language - written and oral Minimum of 3 years Customer Service experience (or equivalent experience) Education - Graduation in any discipline is a must Excellent English business communication skills (Read, Write and Speak) Experience in working in 24x7 environment is a must Experience in Software and Technology industry is preferred Experience in customer relationship management tools is preferred Experience in Enterprise Resource Planning tools such as Oracle is preferred Ability to quickly respond, efficiently manage time and multitasking Ability to explain complex ideas in simple terms Problem solving skills and meticulously work across cross function teams to resolve customer issues Proficiency in Microsoft Office Suite.

About Arctera Arctera keeps the world s IT systems working. We can trust that our credit cards will work at the store, that power will be routed to our homes and that factories will produce our medications because those companies themselves trust Arctera. Arctera is behind the scenes making sure that many of the biggest organizations in the world - and many of the smallest too - can face down ransomware attacks, natural disasters, and compliance challenges without missing a beat. We do this through the power of data and our flagship products, Insight, InfoScale and Backup Exec. Illuminating data also helps our customers maintain personal privacy, reduce the environmental impact of data storage, and defend against illegal or immoral use of information. It s a task that continues to get more complex as data volumes surge. Every day, the world produces more data than it ever has before. And global digital transformation - and the arrival of the age of AI - has set the course for a new explosion in data creation. Joining the Arctera team, you ll be part of a group innovating to harness the opportunity of the latest technologies to protect the world s critical infrastructure and to keep all our data safe. Responsibilities: We are looking for candidates who have experience with file systems, storage and cloud technology for data protection solution. You should also have an eye for great design and a knack for pushing projects from conception all the way to customers. In this role, you will design and develop data protection solutions using the latest technologies. You will own product quality and overall customer experience. You will also propose technical solutions to product/service problems while refining, designing and implementing software components in line with technical requirements. The Sr. Software Engineer will productively work in a highly collaborative agile team, coach junior team members, actively participate in knowledge sharing all while communicating across teams in a multinational environment. Minimum Required Skills include: MS/BS in Computer Science/Computer Engineering or related field of study with 5+ years of relevant experience Full understanding of file systems, storage and cloud technologies, emerging standards and engineering best practices Strong communication skills, both oral and written Designs, develops and maintains high quality code for product components, focusing on implementation. Solid knowledge of algorithms and design patterns Mastered the fundamentals of programming and/or debugging skills in C++, C #, and/or Java, Javascripts and AngularJS Skills in scripting languages such as Perl, Python or Ruby on Rails Proficient in API fundamentals and best practices Skills with Office Application Suite Microsoft Access, Excel, Word, PowerPoint and Visio, both in use and automation Knowledge of databases and SQL Knowledge of operating Systems: LINUX/UNIX Object Oriented Language Agile Process Strong problem solving and organizational skills Desired Skills include: Knowledge and experience with OpenStack, Hadoop or Cassandra Experience working with tools like Jasmine, Karma, Gulp, Grunt and Protractor Experience in Agile development methodologies including unit testing and TDD (test-driven development) Working knowledge of delivering into cloud based environments using standard CI/CD tools (Jenkins, Artifactory, Spinnaker, SonarQube) and best practices Knowledge of cloud IaaS/PaaS and Microservices design a plus Ability to collaborate with various teams to implement innovative and viable solutions for commercial product and internal tool user interfaces Ability to communicate and collaborate among cross-functional teams in a multinational environment

About Arctera Arctera keeps the world s IT systems working. We can trust that our credit cards will work at the store, that power will be routed to our homes and that factories will produce our medications because those companies themselves trust Arctera. Arctera is behind the scenes making sure that many of the biggest organizations in the world - and many of the smallest too - can face down ransomware attacks, natural disasters, and compliance challenges without missing a beat. We do this through the power of data and our flagship products, Insight, InfoScale and Backup Exec. Illuminating data also helps our customers maintain personal privacy, reduce the environmental impact of data storage, and defend against illegal or immoral use of information. It s a task that continues to get more complex as data volumes surge. Every day, the world produces more data than it ever has before. And global digital transformation - and the arrival of the age of AI - has set the course for a new explosion in data creation. Joining the Arctera team, you ll be part of a group innovating to harness the opportunity of the latest technologies to protect the world s critical infrastructure and to keep all our data safe. This position is with InfoScale (Data Resiliency) offering of the Arctera, which is software-defined storage and availability solution that helps organization manage information resiliency and protection across physical, virtual and cloud environments. It provides high availability and disaster recovery for mission critical applications. Responsibilities: We are looking for candidates who have experience with storage and cloud technology for data resiliency solution. You should also have an eye for great design and a knack for pushing projects from conception all the way to customers. In this role, you will design and develop data protection solutions using the latest technologies. You will own product quality and overall customer experience. You will also propose technical solutions to product/service problems while refining, designing and implementing software components in line with technical requirements. The Sr. Software Engineer will productively work in a highly collaborative agile team, coach junior team members, actively participate in knowledge sharing all while communicating across teams in a multinational environment. Minimum Required Skills include: MS/BS in Computer Science/Computer Engineering or related field of study with 5+ years of relevant experience Full understanding of storage and cloud technologies, emerging standards and engineering best practices Strong communication skills, both oral and written Hands on experience in developing enterprise products with any of the programming language C/C++/Python/Go/RESTful APIs Hands on experience in developing Kubernetes custom controllers/operators and working knowledge of k8s orchestration platforms - OpenShift/EKS/AKS Designs, develops and maintains high quality code for product components, focusing on implementation. Solid knowledge of algorithms and design patterns Solid knowledge of clustering (HA-DR) concepts, systems programming Strong focus on knowledge and application of industry standard SDLC process including design, coding, debugging, and testing practices for large enterprise grade products is absolute must Designs, develops and maintains high quality code for product components, focusing on implementation. Solid knowledge of algorithms and design patterns Desired Skills include: Knowledge of operating Systems: LINUX/UNIX, Object Oriented Language Agile Process Experience in developing CNI/CSI plugins/drivers development Experience with DevOps and tools (Prometheus, EFK, Helm, Red Hat Registry, Tiller, etc) related to Container technology Experience in Agile development methodologies including unit testing and TDD (test-driven development) Extra credit for Open-Source Contributions: active participation in CNCF SIGs, upstream contributions to K8S Ability to communicate and collaborate among cross-functional teams in a multinational environment

About Arctera Arctera keeps the world s IT systems working. We can trust that our credit cards will work at the store, that power will be routed to our homes and that factories will produce our medications because those companies themselves trust Arctera. Arctera is behind the scenes making sure that many of the biggest organizations in the world - and many of the smallest too - can face down ransomware attacks, natural disasters, and compliance challenges without missing a beat. We do this through the power of data and our flagship products, Insight, InfoScale and Backup Exec. Illuminating data also helps our customers maintain personal privacy, reduce the environmental impact of data storage, and defend against illegal or immoral use of information. It s a task that continues to get more complex as data volumes surge. Every day, the world produces more data than it ever has before. And global digital transformation - and the arrival of the age of AI - has set the course for a new explosion in data creation. Joining the Arctera team, you ll be part of a group innovating to harness the opportunity of the latest technologies to protect the world s critical infrastructure and to keep all our data safe. Job Title: Automation Practice Lead / Specialist - Sales Operations Location: Balewadi, Pune, India Arctera s vision is to enable organizations to thrive in this new world of digital business. Did you know that the International Data Corporation (IDC) predicts that data will double every 2 yearsThats more bytes than gallons of water in the ocean and an exponentially growing problem for businesses. Arctera helps organizations harness the power of their data & turn it into actionable insights. We believe information is everything! Data is an organizations digital currency; a critical business asset that is growing in value. We are the only company that provides a data management platform to address the core challenge of accessing, managing, and analyzing all their data, no matter where it is, in real time - allowing organizations to truly maximize the value of their data. The Quote-to-Order Operations (Q2O) team is critical to Arctera s success. The Q2O organization works collaboratively with Sales, Finance, Product, Engineering, IT and Operations teams to maintain a winning, ambitious and putting the customer first culture, enabling sales productivity, and supporting Arctera s top line growth. Q2O is a member of Enterprise Operations group and has been chartered to drive operational advantage for Arctera by improving sales productivity, accelerating top line growth with process standardization, and delivering on internal Arctera operational efficiencies. The organization believes in customer centricity, simplification, and time to value to drive business value and internal change through effective communication. An opportunity has arisen for an Automation Practice Lead / Specialist to be part of the Automation & Web Tools Administration function supporting our Q2O and Enterprise Operations teams. Working alongside the Q2O team, you will support critical areas of the Automation & Web Tools Administration projects and activities from the Pune office. We are looking for someone with techno-functional experience, a proven record in automation and Change management in a fast-paced environment. As an Automation Practice Lead / Specialist, you will need excellent communication skills and willingness to develop knowledge in new areas as we enhance and grow the business. Arctera is currently looking for motivated individuals who not only do but are also leaders who influence change and make a difference. The team is always looking for passionate, dedicated individuals who are self-motivated in their work and careers. Team : The team is responsible for supporting internal sales and operations teams working alongside other cross-functional teams where appropriate to improve customer experience & optimize Q2O and Enterprise Operations business processes. The Automation Practice Lead / Specialist, Sales Operations plays a key role in executing both strategic and tactical projects in the Q2O domain, derive trends and suggest actionable insights while performing key business analysis within the Arctera Global Quote to Order Operations Team. Candidate must have the ability to implement key business concepts like project management, change management and process improvement in her/his day-to-day operational responsibilities. This opportunity requires experience in Sales Operations or Business Operations and is an extremely analytical role that requires you to articulate and develop plans for automation and process improvements in the Q2O domain. Interested applicants should be highly energetic, display strong analytical capabilities, goal oriented and can thrive in a fast-paced sales environment. Candidates should begin to develop a strong knowledge base on multiple operational activities and products across the organization. An individual who can manage his / her duties and responsibilities with little guidance and is good at getting the work done through effective prioritization and delegation. The candidate should be willing to adapt to flexible shifts and extended work hours in line with business requirements. Responsibilities may include some or all the following: Drive high impact automation & process improvement projects including: Robotics Process Automations (RPA) - Python / Selenium, UIPath etc. SharePoint designing - Online and Power Platforms MS-Office automations - Advanced MS-Excel Database Management - SQL Server / MS-Access etc. Kaizen, Lean Six Sigma Projects Web technologies Change Management Facilitate open two-way communications with team members during team meetings & 1x1s Manage projects to ensure that all deliverables are managed effectively within agreed timelines Ensure the project review cadence is followed Own and drive improvements to increase efficiency across CAO / CFO teams Involve in Benchmarking market practices to create best in class benchmarks for operations process, SPOC for entire operations automations process Develop team competencies on QMS, transformation techniques and lean / six sigma by conducting enablement sessions Responsible for maintaining technical documentation and communication of any changes to impacted audience Participating in project meetings from requirements gathering to successful deployment Identify and mitigate risks by driving effective operations governance framework Act as an escalation point for Team members to resolve issues Qualifications and Experience: Graduation - Bachelor s degree - Computer Applications or Equivalent. MBA will be an added advantage. ~3 - 6 years of experience in implementing automation solutions including RPA and SharePoint solutions [Online and Power Platforms] Strong expertise in Python Scripting, using Selenium libraries, UIPath, SharePoint Designing, Power Platforms & MS-Office Automations Strong stakeholder management & presentation skills Effective interpersonal and communication skills (written and verbal) Understanding of project management fundamentals Good logical reasoning & problem-solving abilities A keen eye for detail & action orientated Self-starter and a proactive can-do innovative attitude Willingness to work in shifts supporting global teams Critical Skills: Excellent communication skills, both oral and written form A curious mind that thrives on critical thinking and problem solving Attention to Detail, High degree of accuracy Results oriented with the ability to manage conflicting priorities effectively Ability to adopt frequent process changes Work with a virtual team Advanced Microsoft Excel Working knowledge of SharePoint designing, and Web Technologies Mastery of Microsoft PPT, able to craft decks for effective executive communication Ability to design and implement processes Fair understanding of SDLC knowledge and extensive general automation experience NOTE : To all recruitment firms: Arctera does not accept agency/search firm referrals for this posting, or other postings, without prior written permission from Arctera s Staffing organization. Arctera is not responsible for any fees related to unsolicited resumes.

About Arctera Arctera keeps the world s IT systems working. We can trust that our credit cards will work at the store, that power will be routed to our homes and that factories will produce our medications because those companies themselves trust Arctera. Arctera is behind the scenes making sure that many of the biggest organizations in the world - and many of the smallest too - can face down ransomware attacks, natural disasters, and compliance challenges without missing a beat. We do this through the power of data and our flagship products, Insight, InfoScale and Backup Exec. Illuminating data also helps our customers maintain personal privacy, reduce the environmental impact of data storage, and defend against illegal or immoral use of information. It s a task that continues to get more complex as data volumes surge. Every day, the world produces more data than it ever has before. And global digital transformation - and the arrival of the age of AI - has set the course for a new explosion in data creation. Joining the Arctera team, you ll be part of a group innovating to harness the opportunity of the latest technologies to protect the world s critical infrastructure and to keep all our data safe. Are you passionate about creating an extraordinary workplace where employees thrive and feel valued? As the Director of Culture and Experience for Pune, you will be the driving force and activator behind our vibrant, inclusive, and engaging company culture. You ll serve as a key partner to the global lead for culture and experience to drive innovative initiatives that inspire growth, high performance, foster innovation, and enhance the overall employee journey with our largest Arctera audience in Pune, India. Join us and make a lasting impact on our organization! Key Responsibilities: Culture Activation: Drive dynamic programs that embody our core values and elevate our workplace culture - and resonate within your location Spearhead initiatives to boost employee engagement and satisfaction Be the ultimate culture champion, ensuring our values resonate throughout the organization by inspiring others to join you Coaching: A core responsibility of this role is to coach and support leaders and teams to strengthen performance, resilience, and inclusion while embodying our shared values Build leadership capability across the region Learning and Development: Implement and manage cutting-edge learning and development programs that empower employees to reach their full potential; special focus of leadership development Partner with leaders to identify training needs and create impactful development plans. Continuously assess and refine training programs to ensure they deliver exceptional results. Performance Management: Build new performance management capabilities with people leaders that align performance with business objectives, ensure real-time feedback, and empower individuals to reach their full potential Program Management: Oversee the planning, execution, and evaluation of innovative employee experience programs Efficiently manage Pune budgets and resources to deliver outstanding results. Employee Experience: Create and implement strategies that enhance every stage of the employee experience, from onboarding to offboarding Conduct regular surveys and feedback sessions to uncover opportunities for improvement Qualifications: Bachelor s degree At least 10 years of experience in HR and change management, focusing on culture, learning and development, and employee experience. Proven success in leading transformative change, culture and employee experience initiatives. Exceptional project management skills with the ability to juggle multiple priorities Outstanding communication and interpersonal skills Ability to influence and build strong relationships at all levels of the organization. Key Competencies: Strategic Thinking Stellar Communication Emotional Intelligence Project Management Excellence Change Management Analytical Prowess Why Join Us: Be part of a forward-thinking team dedicated to making a positive impact Play a pivotal role in shaping and enhancing our company s culture and employee experience

About Arctera Arctera keeps the world s IT systems working. We can trust that our credit cards will work at the store, that power will be routed to our homes and that factories will produce our medications because those companies themselves trust Arctera. Arctera is behind the scenes making sure that many of the biggest organizations in the world - and many of the smallest too - can face down ransomware attacks, natural disasters, and compliance challenges without missing a beat. We do this through the power of data and our flagship products, Insight, InfoScale and Backup Exec. Illuminating data also helps our customers maintain personal privacy, reduce the environmental impact of data storage, and defend against illegal or immoral use of information. It s a task that continues to get more complex as data volumes surge. Every day, the world produces more data than it ever has before. And global digital transformation - and the arrival of the age of AI - has set the course for a new explosion in data creation. Joining the Arctera team, you ll be part of a group innovating to harness the opportunity of the latest technologies to protect the world s critical infrastructure and to keep all our data safe. Role Details As a SQA Engineer, you will play a critical role in ensuring the reliability, security, and performance of our enterprise-grade data compliance solutions. You will work closely with product managers, developers, DevOps, customers and support team to implement both manual and automated testing strategies that guarantee product quality and regulatory adherence. You will be a member of a Product Engineering team delivering on the strategic roadmap of an enterprise scale product. The team imbibes Agile values and principles. It is the responsibility of the engineer to ensure that the products and their features run reliably and optimally at enterprise scale. You will be responsible for designing test cases, test automation and execution for feature requirements. Youll have the opportunity to develop thorough understanding of Data Compliance domain and influence product roadmap. Responsibilities Review requirements specifications, and technical documents. Collaborate with development engineers and participate in technical discussions Design, develop, and execute comprehensive manual test cases and test plans. Perform functional, upgrade & regression testing using manual and automated methods Report software defects in a defect management system Create and maintain robust automated test scripts using Selenium WebDriver, Java, Maven and TestNG Conduct API testing using tools like Postman and automated REST API frameworks. Own quality metrics and advocate for quality throughout the SDLC Participate in improving test engineering best practices, tools and processes in Agile environment Educational Qualification and Experience Bachelor s degree in computer science or equivalent Engineering streams Experience: 4 to 7 years in software testing and automation for enterprise applications Essential Skills: Working knowledge of Windows and Linux operating systems Experience in testing enterprise software application with a mix of manual and automation testing. Experience working in Agile/Lean environment Developing automation and test frameworks with strong hands-on expertise in: Selenium WebDriver for UI automation Java, Maven, Cucumber, TestNG frameworks API testing with Postman, REST API automation Designing functional/non-functional test scenarios, test plans, test cases and test execution Understanding & configuration of Virtualization (e.g. VMWare ESX) Excellent analytical, debugging, and communication skills. Proficiency in creating and maintaining test automation suites. Solid understanding of software testing principles, SDLC, STLC, and bug life cycle. Experience with CI/CD tools (e.g., Jenkins, GitLab CI) Familiarity with version control systems like Git and Atlassian products(Bitbucket, JIRA, confluence) Excellent communication and interpersonal skills Good to have Skills: Knowledge of diagnostic tools for Microsoft Windows (e.g. PerfMon), JMETER, AI/ML testing tools Knowledge of scripting languages like PowerShell, Python, Groovy Prior experience of working in or knowledge of Data compliance domain

About Arctera Arctera keeps the world s IT systems working. We can trust that our credit cards will work at the store, that power will be routed to our homes and that factories will produce our medications because those companies themselves trust Arctera. Arctera is behind the scenes making sure that many of the biggest organizations in the world - and many of the smallest too - can face down ransomware attacks, natural disasters, and compliance challenges without missing a beat. We do this through the power of data and our flagship products, Insight, InfoScale and Backup Exec. Illuminating data also helps our customers maintain personal privacy, reduce the environmental impact of data storage, and defend against illegal or immoral use of information. It s a task that continues to get more complex as data volumes surge. Every day, the world produces more data than it ever has before. And global digital transformation - and the arrival of the age of AI - has set the course for a new explosion in data creation. Joining the Arctera team, you ll be part of a group innovating to harness the opportunity of the latest technologies to protect the world s critical infrastructure and to keep all our data safe. About Arctera Arctera keeps the world s IT systems working. We can trust that our credit cards will work at the store, that power will be routed to our homes and that factories will produce our medications because those companies themselves trust Arctera. Arctera is behind the scenes making sure that many of the biggest organizations in the world - and many of the smallest too - can face down ransomware attacks, natural disasters, and compliance challenges without missing a beat. We do this through the power of data and our flagship products, Insight, InfoScale and Backup Exec. Illuminating data also helps our customers maintain personal privacy, reduce the environmental impact of data storage, and defend against illegal or immoral use of information. It s a task that continues to get more complex as data volumes surge. Every day, the world produces more data than it ever has before. And global digital transformation - and the arrival of the age of AI - has set the course for a new explosion in data creation. Joining the Arctera team, you ll be part of a group innovating to harness the opportunity of the latest technologies to protect the world s critical infrastructure and to keep all our data safe. Roles & Responsibilities: Serve as the first point of contact for Customers and Partners for general queries relating to licensing, entitlement, portal access, and technical support. Quickly respond to customer calls, web cases, emails and chats. Deliver a high level of service and provide prompt resolution to ensure customer satisfaction Support ongoing customer retention activities, including researching what may be the root cause of a customer issue or problem - Assist with queries and end-to-end resolution relating to (but not limited to) product licensing, activation, upgrades, renewals and customer portals; liaise with other Arctera business units as needed Adhere to defined case handling processes and use appropriate reference materials and internal knowledge documents efficiently. Strive to impress customers with exceptional service and continually search for ways to improve processes and deliver additional value to the customer, thereby driving customer loyalty Build and maintain customer relationships in support of Customer Onboarding and Customer retention Facilitate a positive and productive team environment Basic Qualifications: Minimum of 3 years Customer Service experience (or equivalent experience) Education - Graduation in any discipline is a must Excellent English business communication skills (Read, Write and Speak) Experience in working in 24x7 environment is a must Additional Qualifications: Experience in Software and Technology industry is preferred Experience in customer relationship management tools is preferred Experience in Enterprise Resource Planning tools such as Oracle is preferred Ability to quickly respond, efficiently manage time and multitasking Ability to explain complex ideas in simple terms Problem solving skills and meticulously work across cross function teams to resolve customer issues Proficiency in Microsoft Office Suite.

About Arctera Arctera keeps the world s IT systems working. We can trust that our credit cards will work at the store, that power will be routed to our homes and that factories will produce our medications because those companies themselves trust Arctera. Arctera is behind the scenes making sure that many of the biggest organizations in the world - and many of the smallest too - can face down ransomware attacks, natural disasters, and compliance challenges without missing a beat. We do this through the power of data and our flagship products, Insight, InfoScale and Backup Exec. Illuminating data also helps our customers maintain personal privacy, reduce the environmental impact of data storage, and defend against illegal or immoral use of information. It s a task that continues to get more complex as data volumes surge. Every day, the world produces more data than it ever has before. And global digital transformation - and the arrival of the age of AI - has set the course for a new explosion in data creation. Joining the Arctera team, you ll be part of a group innovating to harness the opportunity of the latest technologies to protect the world s critical infrastructure and to keep all our data safe. Job Title: Associate Sales Operations Specialist - Global Sales Operations Location: Balewadi Tech Park, Balewadi high street, Pune, India Team: COE CRM Operations ARCTERA is currently looking for motivated individuals who are responsible for assisting sales organization throughout the transaction lifecycle as well as partnering directly with colleagues internally to deliver operational, reporting and analytical support to the organization and highlight key trends, outline operational challenges and propose process improvement philosophies to increase our operational efficiency and success. The team is always looking for influencers who are passionate, dedicated and self-motivated in their work and career. Role Overview The CRM Operations Associate is responsible for managing CRM admin functions, maintaining territory assignment model, and improving the quality of customer data for sales teams. The individual will work closely with Sales/Sales Operations teams & be the first point of contact to address queries related to territory assignment and resolve data related queries on accounts and opportunities in CRM. The successful candidate will be responsible for providing support to the Sales Teams and will have a broad range of responsibilities. Responsibilities: Responsible for managing the CRM operations seamlessly and timely SLA delivery along with maintaining high levels of customer satisfaction Improve CRM process through simplification, standardization, and automation of manual activities Work as an owner for the Sales Territory assignment process to manage end to end activities for Account & opportunity Territory assignment Maintain accurate forecasting model for opportunities in CRM system, to ensure accurate current and future pipeline visibility for Reps Maintain data hygiene in customer accounts including account ownership, segmentation, and clean address information Maintain customer relationship in CRM by creating/maintaining the account hierarchies Create periodic analysis and reports to improve data quality Coordinate and facilitate meetings with diverse business and technical stakeholders Facilitate change management by developing and executing communications plans, assigning roles, and defining accountabilities, conduct user training and creating training documentation, provide ongoing user support, implement reports and dashboards, etc. Ability to draw data insights, identifying gaps and highlighting the same for resolutions Qualifications: Proficiency and previous experience with SFDC/Oracle Sales Cloud as CRM expert Proficiency and previous experience with MS-Excel (Advance level incl. macros and fuzzy logic) Good understanding of sales territories, account hierarchy & customer data management Experience in managing, extracting, and cleansing high volumes of transactional data Results and detail oriented with the ability to manage conflicting priorities effectively Excellent communication skills, cross functional experience, and strong interpersonal skills Strong written and verbal communication skills Strong analytical background with the ability to understand complex data and resolve difficult problems Flexible and adaptable to an evolving and dynamic business environment Knowledge of sales cycle and its basic requirements Flexible working in any shifts Technologies: Oracle Sales Cloud, SFDC or any other CRM system Microsoft Excel, Access, PowerPoint Experience: Should have 3 to 5 Year of experience in CRM support role (SFDC, Sales Cloud or any other CRM) Should have hands on experience working in excel Hands-on experience in advanced Excel Self-starter and a proactive can-do innovative attitude, result-oriented Flexible and adaptable to an evolving and dynamic business environment Knowledge of Sales Cycle and its basic requirements Good understanding of Sales Territories, account hierarchy & Customer Data Education details Candidate should have bachelor s degree

About Arctera Arctera keeps the world s IT systems working. We can trust that our credit cards will work at the store, that power will be routed to our homes and that factories will produce our medications because those companies themselves trust Arctera. Arctera is behind the scenes making sure that many of the biggest organizations in the world - and many of the smallest too - can face down ransomware attacks, natural disasters, and compliance challenges without missing a beat. We do this through the power of data and our flagship products, Insight, InfoScale and Backup Exec. Illuminating data also helps our customers maintain personal privacy, reduce the environmental impact of data storage, and defend against illegal or immoral use of information. It s a task that continues to get more complex as data volumes surge. Every day, the world produces more data than it ever has before. And global digital transformation - and the arrival of the age of AI - has set the course for a new explosion in data creation. Joining the Arctera team, you ll be part of a group innovating to harness the opportunity of the latest technologies to protect the world s critical infrastructure and to keep all our data safe. Overview As a Principal Site Reliability Engineer, you will set the technical vision and drive architecture for platform reliability, cloud automation, and infrastructure security. You will design solutions and influence engineering culture to ensure the scalability, availability, and security of our services across Windows Server, Linux, Microsoft Azure, SQL Server, Terraform, Puppet, and Elasticsearch, operating in a large-scale production environment. Key Responsibilities Architect and own the reliability strategy across hybrid cloud environments primarily Azure with an emphasis on automation, scalability, and fault tolerance. Lead the design and implementation of Infrastructure as Code (IaC) with Terraform for provisioning and lifecycle management. Develop and oversee configuration management strategy using Puppet, ensuring consistency, security, and compliance at scale. Guide high-level operational architecture for Windows Server and Linux platforms, identifying opportunities for simplification and modernization. Drive cloud security and compliance by embedding controls into infrastructure, including access management, network hardening, vulnerability scanning, and encryption strategies. Lead SQL Server infrastructure strategy, performance optimization, and database availability for mission-critical workloads. Architect and scale Elasticsearch clusters for logs, telemetry, and analytics, ensuring high availability and performance under production workloads. Champion observability and monitoring strategy, ensuring actionable insights from metrics, logs, and traces across all environments. Mentor and elevate senior engineers, influence cross-team technical decisions, and act as a technical authority across the organization. Represent SRE in technical architecture reviews, leadership forums, and cross-functional planning. Lead incident response at the executive level when necessary, and drive company-wide learning through blameless postmortems and root cause analysis. Preferred Qualifications 7+ years of experience in SRE, infrastructure engineering, or DevOps roles, including time in high-scale production environments. Proven experience with both Windows Server (2016/2019/2022) and Linux (Ubuntu, RHEL/CentOS) administration and automation. Deep hands-on expertise with Microsoft Azure, including resource provisioning, networking, security, and cost management. Expert in Terraform for enterprise IaC practices, including module development and state management. Extensive experience with Puppet or Ansible for automated configuration and policy enforcement. Strong SQL Server experience including HA/DR, performance optimization, and database security. Real-world experience deploying and maintaining Elasticsearch clusters under production load. Expert-level scripting in PowerShell, Bash, or Python for automation and tooling. Deep knowledge of cloud security, identity management, and compliance frameworks (SOC 2, ISO 27001, HIPAA, etc.). Exceptional communication, collaboration, and leadership skills. Experience with containerization (Docker) and Kubernetes in production environments. Familiarity with GitOps, CI/CD, and modern release engineering workflows.

About Arctera Arctera keeps the world s IT systems working. We can trust that our credit cards will work at the store, that power will be routed to our homes and that factories will produce our medications because those companies themselves trust Arctera. Arctera is behind the scenes making sure that many of the biggest organizations in the world and many of the smallest too can face down ransomware attacks, natural disasters, and compliance challenges without missing a beat. We do this through the power of data and our flagship products, Insight, InfoScale and Backup Exec. Illuminating data also helps our customers maintain personal privacy, reduce the environmental impact of data storage, and defend against illegal or immoral use of information. It s a task that continues to get more complex as data volumes surge. Every day, the world produces more data than it ever has before. And global digital transformation and the arrival of the age of AI has set the course for a new explosion in data creation. Joining the Arctera team, you ll be part of a group innovating to harness the opportunity of the latest technologies to protect the world s critical infrastructure and to keep all our data safe. Responsibilities: We are looking for candidates who have experience with file systems, storage and cloud technology for data protection solution. You should also have an eye for great design and a knack for pushing projects from conception all the way to customers. In this role, you will design and develop data protection solutions using the latest technologies. You will own product quality and overall customer experience. You will productively work in a highly collaborative agile team, actively participate in knowledge sharing all while communicating across teams in a multinational environment. Minimum Required Skills include: MS/BS in Computer Science/Computer Engineering or related field of study with 2+ years of relevant experience Knowledge of file systems, storage and cloud technologies, emerging standards and engineering best practices Strong communication skills, both oral and written Designs, develops and maintains high quality code for product components, focusing on implementation. Solid knowledge of algorithms and design patterns Mastered the fundamentals of programming and/or debugging skills in Java, and Angular Skills in scripting languages such as Perl, Python is a plus Working knowledge of API fundamentals and best practices Knowledge of databases and SQL Knowledge of operating Systems: LINUX/UNIX is a plus Strong problem solving and organizational skills Ability to communicate and collaborate among cross-functional teams in a multinational environment Desired skills include: Experience in Agile development methodologies including unit testing and TDD (test-driven development) Experience delivering into cloud-based environments using standard CI/CD tools (Jenkins, Artifactory) and best practices Experience with cloud SaaS and Microservices design a plus

About Arctera Arctera keeps the world s IT systems working. We can trust that our credit cards will work at the store, that power will be routed to our homes and that factories will produce our medications because those companies themselves trust Arctera. Arctera is behind the scenes making sure that many of the biggest organizations in the world and many of the smallest too can face down ransomware attacks, natural disasters, and compliance challenges without missing a beat. We do this through the power of data and our flagship products, Insight, InfoScale and Backup Exec. Illuminating data also helps our customers maintain personal privacy, reduce the environmental impact of data storage, and defend against illegal or immoral use of information. It s a task that continues to get more complex as data volumes surge. Every day, the world produces more data than it ever has before. And global digital transformation and the arrival of the age of AI has set the course for a new explosion in data creation. Joining the Arctera team, you ll be part of a group innovating to harness the opportunity of the latest technologies to protect the world s critical infrastructure and to keep all our data safe. Job Summary Respond to customer inquiries (voice or other digital communications) for an assigned product(s) within a Technical Support Engineer environment. Provide technical support to Arctera customers, partners, and field support staff with varying levels of support maintenance entitlements i.e., entry level, through to premier level entitlements, with focus on diagnosing, troubleshooting, and debugging Arctera software and hardware, including cloud infrastructures. Position provides an opportunity to continuously develop technical skills through learning and supporting a platform that brings together availability, protection, and insights for our customers. Position requires a motivated, self-starter and self-learner with a customer-first attitude. Primary Accountabilities Take ownership and resolve less complex assigned cases, technical questions, and inquiries from Arctera customers, including cloud infrastructures. Resolve cases per productivity, performance and SLA standards and support goals. Answer technical questions/problems; creating appropriate workarounds or solutions to these problems. Research, document, and assess when it is necessary to engage with team members to enable timely case resolution. Contribute to Knowledge Management (KM), via case documentation and suggest new/modify existing KM articles. Knowledge Core Technologies: Knowledge of one or more of the following Operating Systems: Linux (Red Hat), Microsoft Windows. System Administration: Server Hardware, Software, maintenance, and troubleshooting. Arctera product offerings. Additional Knowledge: Basic knowledge in one or more of the following. Enterprise Information Systems, Application Servers, and Hardware Infrastructure. Databases: Microsoft SQL Server / MySQL / PostgreSQL. Oracle Database. IBM DB2. Microsoft Exchange / Microsoft 365. Experience in with Shell, Perl, and Python is beneficial. Skills & Competencies Customer Service Positive attitude and customer centric mindset. Commitment to delivering customer value. Assist customers on live calls via remote assistance. Collaboration Engagement with peers in an open and collaborative environment. Ability to work with multiple stakeholders: Sales, Engineering, Development. Demonstrate b sense of willingness to learn, share, and work together as team. Communication skills Effective customer relationship management. Capable of navigating customer expectations with empathy. Active and reflective listening, problem solving and troubleshooting techniques. Clear and concise technical documentation: Problem Statement, Case Notes, Knowledge Articles. Ability to simplify technical topics in common terms. Time management Plan and prioritize activities effectively. Ability to pivot swiftly to meet customer needs. Apply flexibility and adapt to changing priorities in a dynamic working environment. Maximize engagement with team members to effectively drive case resolution. Troubleshooting Apply decision making and problem-solving techniques. Use systems knowledge to formulate a clear problem statement. Ability to trace application faults at a process level in distributed system environments. Think quickly and react to situations with customer impact. Ability to break down complex problems into simple components. Preferred Certifications CompTIA: Linux+, Network+, Server+. Red Hat: RHCSA, RHCE. Cisco: CCNA, CCNP. Cloud Certifications: Amazon, Microsoft, Google. Job Complexity Works on problems of limited scope. Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained. Builds stable working relationships internally. Supervision Normally receives general instructions on routine work, detailed instructions on new assignments under general supervision. Follows established directions. Work is reviewed for accuracy and overall adequacy. Experience / Education / Qualifications 1+yrs of Sys Admin or related enterprise Technical Support experience preferred.

About Arctera Arctera keeps the world s IT systems working. We can trust that our credit cards will work at the store, that power will be routed to our homes and that factories will produce our medications because those companies themselves trust Arctera. Arctera is behind the scenes making sure that many of the biggest organizations in the world and many of the smallest too can face down ransomware attacks, natural disasters, and compliance challenges without missing a beat. We do this through the power of data and our flagship products, Insight, InfoScale and Backup Exec. Illuminating data also helps our customers maintain personal privacy, reduce the environmental impact of data storage, and defend against illegal or immoral use of information. It s a task that continues to get more complex as data volumes surge. Every day, the world produces more data than it ever has before. And global digital transformation and the arrival of the age of AI has set the course for a new explosion in data creation. Joining the Arctera team, you ll be part of a group innovating to harness the opportunity of the latest technologies to protect the world s critical infrastructure and to keep all our data safe. Arctera is seeking a motivated and results-driven Manager of IT Operations to join our global team, based in the Pune office. This position plays a key role in supporting and enhancing IT services across the organization, engaging with multiple facets of a dynamic, fast-paced environment and leveraging modern technologies to meet the evolving needs of users and the business . The ideal candidate will lead IT service management, take ownership of ITSM tools (Jira Service Management), and oversee the offshore-managed Service Desk and daily IT operations at the Pune site. This role ensures the efficient performance of core systems and SaaS applications, proactively monitors operations, and resolves technical issues promptly. Additional responsibilities include vendor coordination, IT asset management, and ensuring compliance with security policies, standards, and procedures Responsibilities: User Experience and Support: Prioritize end-user experience by ensuring the highest quality of IT support and services. Continuously gather feedback from users to identify areas for improvement and implement changes to enhance their experience. Effectively triage and prioritize service desk incidents and provide regular status reporting to stakeholders and leadership. Be an escalation point of contact for 1st and 2nd level support. Ensure rapid resolution of high-priority incidents, minimizing system downtime and impact on business operations. Own global communications as incident commander for high-priority tickets and outages. Oversee IT support offshore desk side support specialists to provide exceptional support globally as well as worldwide remote office workers. Serve as the site owner for Pune Office (site operation, moves, adds , and changes). Develop and maintain knowledge center materials to support service desk staff and end-users. Operations and Performance: Provide technical leadership and expertise to ensure the smooth operation of IT systems and infrastructure at the designated site. Manage incident , problem , and change management processes to maintain application/infrastructure availability, stability, and performance. Drive process improvements to optimize efficiency, reduce incident response times, and enhance application performance. Escalation point monitoring of critical applications to ensure they meet service level agreements (SLAs) and performance targets. Produce weekly metrics reports covering key KPIs like response/resolution time SLAs, backlog reduction, monthly and annual ticket reduction targets, etc. Plan, communicate, and manage quarter-end support coverage. Oversee managed Service Desk team, driving all issues to resolution with a strong focus on customer satisfaction and efficient task execution. Manage Jira SM operational efficiency and the IT Service management process with a focus on excellent user experience. Technology and Innovation: Partner with internal service leaders of Front Office/Back Office applications and core Infrastructure teams to evaluate operational issues, provide recommendations, plan, and execute support enhancements. Identify and recommend new solutions to improve the Service Desk environment through self-service and automation, implementing shift-left opportunities for service improvement, cost optimization, and increased efficiency. Manage in-region IT purchases workflow for end-user compute and software. Qualifications: Overall 10 + years of experience and 6+ years of experience working in ServiceDesk/ IT Support Operations. Proven experience managing and working in a multi-region, multi-cultural environment. Strong understanding of IT Infrastructure and enterprise application lifecycle management and support processes. Experience in incident management, problem management, and change management frameworks (e.g., ITIL). Experience supporting and troubleshooting site-related infrastructure. BS Degree in Computer Science, Computer Engineering, or equivalent. Strong understanding of ITIL Foundations and prior administration of ITSM tools. Expertise in IT Service management tools, Jira SM preferred. Excellent technical documentation skills are a must . Strong reporting ( Power BI ) , analytical, troubleshooting, and problem-solving skills. Must be a quick learner with exceptional communication skills.

About Arctera Arctera keeps the world s IT systems working. We can trust that our credit cards will work at the store, that power will be routed to our homes and that factories will produce our medications because those companies themselves trust Arctera. Arctera is behind the scenes making sure that many of the biggest organizations in the world and many of the smallest too can face down ransomware attacks, natural disasters, and compliance challenges without missing a beat. We do this through the power of data and our flagship products, Insight, InfoScale and Backup Exec. Illuminating data also helps our customers maintain personal privacy, reduce the environmental impact of data storage, and defend against illegal or immoral use of information. It s a task that continues to get more complex as data volumes surge. Every day, the world produces more data than it ever has before. And global digital transformation and the arrival of the age of AI has set the course for a new explosion in data creation. Joining the Arctera team, you ll be part of a group innovating to harness the opportunity of the latest technologies to protect the world s critical infrastructure and to keep all our data safe. Position Overview As a Trusted Advisor, you will serve as a strategic partner to our clients, leveraging your expertise to guide them in maximizing the value of our solutions. Your role will involve understanding client needs, aligning solutions with their goals, and ensuring compliance with regional certifications and industry-specific requirements. This position is ideal for a domain expert with knowledge in Healthcare, Financial Services, and Banking who is passionate about driving client success through innovative solutions, including Machine Learning (ML) and Artificial Intelligence (AI). Key Responsibilities Policy Guidance and Customization Create and customize classification policies to address specific requirements. Assist and guide clients in Classification policy adoption. Advise on usage analysis and provide strategic recommendations. Product Adoption Provide expertise and guidance in solution implementation, optimization, and drive adoption to maximize value. Assist clients with ML and AI adoption strategies to improve processes and outcomes. Leverage AI-based predictive analytics and trend analysis to provide actionable insights. Stay abreast of product changes and new features to recommend product capabilities that lead to adoption. Deliver Product training to new onboarding customers and on-demand training to existing customers. Proactive Monitoring and Reporting Conduct health checks and proactive monitoring to ensure system optimization. Build and deliver custom reports leveraging the Report API. Monitor Content collection queues and Migration dashboards. Content and Data Management Create custom content sources (e.g., JSON, text-delimited, voice data). Manage SaaS SLAs, overage alerts, subscription renewals, and retention policies. Configure audio/video capture settings and customize stop words. Security and Compliance Oversee customer trust and security assurance reviews. Perform certification reviews, including annual SOC2 Type 2 and penetration testing. Customize immutable policies to meet security and compliance needs. Manage security protocols, encryption, and policy creation. Customize Classification policies to assist customers meet data management requirements Client Engagement Serve as a strategic partner and advisor, understanding and addressing client business challenges. Develop and maintain relationships with key stakeholders to ensure satisfaction and trust. Facilitate knowledge sharing through quarterly training sessions and best practice workshops. Act as a liaison between clients and internal teams, ensuring alignment on goals and deliverables. Analyze client feedback and metrics to identify opportunities for improvement and growth. SaaS Subscription Management Provision tenant for clients in alignment with their requirements Oversee the entire lifecycle, including activation, renewal, upgrades, downgrades, and cancellations. Ensure compliance with SLAs, including uptime, performance, and support commitments. Monitor and report on SLA adherence and address any breaches. Provide transparent reporting on overage charges and suggest optimization strategies. Ensure accurate invoicing and handle disputes promptly. Identify at-risk accounts and implement strategies to reduce churn. Generate detailed reports on subscription performance, growth, and revenue metrics. Use insights to make data-driven decisions for strategic planning. Nice to Have Domain Expertise Deep understanding of the Healthcare, Financial Services, and Banking sectors. Regulatory Knowledge Familiarity with regional certifications and compliance standards like Helios, APRA, CSSF, FINRA, and MiFIDII. Technical Acumen Strong grasp of Machine Learning and Artificial Intelligence technologies and their practical applications. Required Skills and Attributes Proven experience as a strategic partner or trusted advisor in a client-facing role. Strong technical knowledge in policy management, ML/AI adoption, and system optimization. Excellent communication and relationship-building skills. Ability to analyze and interpret data to provide actionable insights. Commitment to delivering exceptional client experiences and driving business outcomes. Excellent understanding of SaaS Subscription Management. This role offers an opportunity to make a meaningful impact on client success and innovation by combining domain expertise, technology adoption, and strategic advisory capabilities.