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 sizesTechnical: 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 ExperienceBE/B-Tech/Diploma/Graduate (Essential)ITIL certified (added advantage)Windows/Unix or Networking certification (added advantage)Skills/Abilities and Knowledge Communicate effectively 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 fundamentalsWorking 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

Roles and Responsibilities Customer facing: Being an escalation point for first lineBeing the primary contact for customers that have been escalated to you and dealing with all their incoming requestsTriaging and solving advanced issues with backups for customer that you manageHelp customers troubleshoot issues with their backup jobs; advise on backup best practicesOnboarding of new customers and providing best practice advisoryEnsure 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 knowledgebaseWork across a range of customers of all industries and sizes providing first-class support to allTechnical: Design, implement, and maintain Commvault backup solutions for clientsDemonstrates 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 infrastructureJoin the on-call rota after approximately 3-4 monthsFollows 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 ExperienceBE/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 serversKnowledge of back up technologies, data retention principles and IT fundamentalsGood level of experience with legacy backup and tape infrastructureAwareness of various cloud and on-premise infrastructureWorking conditions: Office environment Related Work Experience Experience in Commvault 10 yearsExperience in backup and recovery operations – 10 years