Job
Description
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 Job Type: Full-time Pay: ₹500,000.00 - ₹600,000.00 per year Benefits: Health insurance Provident Fund Ability to commute/relocate: Alandur, Chennai, Tamil Nadu: Reliably commute or planning to relocate before starting work (Preferred) Language: English (Required) Shift availability: Night Shift (Required) Work Location: In person
