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: 24x7x365 working environment. Working from Office only. Related Work Experience Experience in Commvault 1 to 3 years- Experience in backup and recovery operations 1 to 3 years
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