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
Roles & 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 Job Type: Full-time Pay: ₹2,500,000.00 - ₹2,800,000.00 per year Benefits: Health insurance Provident Fund Ability to commute/relocate: Alandur, Chennai, Tamil Nadu: Reliably commute or planning to relocate before starting work (Required) Experience: Commvault: 8 years (Required) Language: English (Required) Work Location: In person