Job Description

Roles and Responsibilities Customer facing: Being an escalation point for first line Being the primary contact for customers that have been escalated to you and dealing with all their incoming requests Triaging and solving advanced issues with backups for customer that you manage Help customers troubleshoot issues with their backup jobs; advise on backup best practices Onboarding of new customers and providing best practice advisory Ensure that all customer-related information including case history, contact information, and configuration are kept accurate and contribute to the ongoing upkeep and expansion of our knowledgebase Work across a range of customers of all industries and sizes providing first-class support to all Technical: Design, implement, and maintain Commvault backup solutions for clients Demonstrates the ability to build and design backup infrastructure and manage multiple tape libraries. Possesses exceptional knowledge and skills to troubleshoot backup, tape, and storage issues. Manage the Databarracks tape infrastructure Join the on-call rota after approximately 3-4 months Follows established company processes, including change management, incident management, and problem management. Possesses excellent communication skills, with the ability to articulate situations and issues clearly to cross-functional teams and clients. Has a good understanding of RAID concepts, storage performance analysis, array-based replication, tape storage and backup, VTL, and replication. Knowledgeable in de-duplication and log analysis for troubleshooting. Participates in disaster recovery (DR) tests and has a good understanding of media management. Experienced in 24/7 high-availability data center environments and on-call support responsibilities. Skilled in performance tuning, capacity planning, and root cause analysis. A service and customer-oriented team player, capable of working as part of a virtual, global, and/or multi-functional team. Experienced in knowledge base (KB) preparation and review, knowledge sharing (training/mentoring), and documentation Required Qualification and Experience BE/B-Tech/Diploma/Graduate (Essential) Commvault Expert certification (Essential) ITIL certified (added advantage) Windows/Unix or Networking certification (added advantage) Skills/Abilities and Knowledge Advanced knowledge in backup technologies Commvault. Commvault experience in a large, mixed environment of both Windows and Linux servers Knowledge of back up technologies, data retention principles and IT fundamentals Good level of experience with legacy backup and tape infrastructure Awareness of various cloud and on-premise infrastructure Working conditions: Office environment Related Work Experience Experience in Commvault 10 years Experience in backup and recovery operations – 10 years