Commvault Level 1

Skills/Abilities and Knowledge

• Communicate in

  Excellent English

  with native English-speaking customers and internal teams.
• Knowledge in backup technologies Commvault or any other backup tool.
• Knowledge of back up technologies, data retention principles and IT fundamentals

Roles & Responsibilities:

Customer facing:

• Communicate with customers confidently, ensuring clear and professional interactions.
• Triage and troubleshoot backup issues for both customers and internal technical teams.
• Assist customers with troubleshooting backup job failures and performance issues.
• Maintain accurate case history, customer configurations, and contribute to the knowledge base.
• Follow ITSM processes, ensuring incidents and requests are properly documented and handled.
• Oversee backup health, escalate complex issues, and assist with routine system tasks.
• Provide first-class support across a diverse range of customers from various industries and sizes

Technical:

• Provide frontline support for Commvault and other backup platforms, ensuring stable operations.
• Triage and troubleshoot backup issues for both customers and internal teams.
• Assist customers with backup job failures, restores, and performance optimization.
• Maintain accurate documentation, case history, and contribute to the knowledge base.
• CommServe Administration: Manage and maintain backup infrastructure.
• Backup Job Management: Schedule new backups, modify existing jobs, and generate metrics reports.
• Backup Monitoring & Restores: Ensure backup health, troubleshoot failures, and perform restores when needed.
• Application Backups: Hands-on experience with SQL, SharePoint, Oracle, Exchange, Active Directory, and VM backups.
• Generate and present backup performance reports to management.
• Follow ITIL processes (Incident, Problem, Request, and Change Management).
• Work in 24/7 high-availability data center environments and participate in on-call rotations.
• Collaborate within a global, virtual, and multi-functional team to provide high-quality service.
• Prepare and review Knowledge Base (KB) articles, share knowledge, and maintain documentation.
• Working knowledge of Unix and Linux platforms.
• Basic understanding of security, networks, or storage platforms is a plus.
• Ability to prioritize tasks and perform effectively under pressure in a fast-paced, international environment.
• Must be a service and customer-oriented team player.
• Flexible, self-motivated, and able to work under pressure

Required Qualification and Experience

• BE/B-Tech/Diploma/Graduate (Essential)
• ITIL certified (added advantage)
• Windows/Unix or Networking certification (added advantage)

Working conditions:

Related Work Experience

• Experience in Commvault 1 to 3 years-
• Experience in backup and recovery operations 1 to 3 years