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Description
Job Description: Engineer will be part of a 24/7 IT Storage operations team and will be directly responsible for all Storage related deliverables. The candidate provides Operate, Admin and Consulting support on Storage infrastructure in accordance with contractually established terms and conditions and established technical standards. Engaged in and provides support for transition/ transformation efforts. Provides IT infrastructure and/ or application infrastructure lifecycle technical support, including planning, project management, installation, on- going management/ monitoring/ troubleshooting, and de- installation, following operational policies and processes that are compliant with industry standards (e.g. Information Technology Infrastructure Library (ITIL)). Contribute to the company's technical/service relationships with customers, as well as with subcontractors/vendors. Coordinate with internal stakeholders (MSM, SDM and ASM Etc) Key Responsibilities: Resolve customers issues via the email or remote sessions. Identify and escalate issues in a timely manner to vendor according to Standard Operating Procedures. Leverage internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools, to provide the most effective solutions to customer issues. Collaborate with other internal technologies in diagnosing and isolating the cause of complex issues. Maintain quality on case documentation, SLA timeframes and operational metrics. Performs within the Productivity Measure of the team (KPI) Incident Management: Resolve single and cross technology incidents independently. Lead the team members to resolve complex or cross technology incidents. Escalation Management: Identify, manage, and lead technical escalations. Participate in formal Escalation when required to support escalation especially during crisis. Problem Management: Proactively and reactively look for solutions to prevent problems from occurring in team/technology area. Perform Trend and Root cause analysis. Change Management/Implementation: Independently prepare, review, implement, rollback and test plan for change records. Perform risk and impact analysis for changes, May lead or participate in a Change Advisory Board. Patch and Security Management: Apply patch and security changes per policy. Proactively monitor the environment for patch compliance. Analyze patches for compatibility with each customer or internal infrastructure environment. Configuration Management: Ensure Configuration Management Database (CMDB) entries are complete and accurate. What you need to bring: Eligibility & Qualification : Bachelors degree in Engineering (or Equivalent). Experience: Minimum 4+ years of experience in Storage administration support Should possess strong knowledge of Storage, SAN, Compute, Object/Block/File Storage technology and good understanding of Parallel & distributed file system. Additionally other domains such as networking/database Flexible to work in 24X7 support environment ITIL certification is an added advantage Must Have: Technical knowledge on Object, File & Block storage with cloud data management solutions Installing, Configuring & Troubleshooting. Adequate knowledge on Storage (Cloudian, Alletra MP, XP, StoreOnce, Nimble (AF,HF,CS), 3PAR, Primera, MSA, NetApp (FAS, Storagegrid), Pure (Flash C and X), IBM SVC (2145), EMC Unity (380, 450)) Firmware and management experience on above Storage & Servers Basic Operating Systems Knowledge Install, configure, administration and troubleshoot Linux/Windows/VMware] Knowledge on SAN, NAS technologies (Ethernet / iSCSI, FC, FCOE) Experience on routine Performance Analysis, Capacity analysis, security audit analysis reports to customer for necessary planned changes Troubleshooting performance related issues on HW and Operating system Should be ready to work in 24x7 rotational shifts and on weekends. Good written and verbal communication skills (Mandatory). Zeal for going the extra mile to solve customer issues. Complex troubleshooting experience and Logical Problem-solving approach. Ability to work in a Solution environment, collaborating across Technology Teams. Good to have: Certification on SAN, Storage Linux/Microsoft/VMware VCP or equivalent experience/certification will be an added advantage Tools Knowledge on ServiceNow Must achieve excellent customer satisfaction. Take ownership and work with high productivity and efficiency. Support other team members and seek their advice to make decisions on complex issues. Deliver trainings when required. Interpersonal Skills: Self-Starter - Takes independent action to identify and solve problems. Seeks out relevant information needed to make decisions. Gets involved with new initiatives. Exceptional Customer service skills, mindset & attitude. Be professional in all modes of interaction with our internal & external customers. Success/Achievement Orientation - Delivers quality results consistently. Targets, achieves (or exceeds) measurable results. Sets challenging goals, focuses on critical priorities, and is accountable. Problem Solving - Recognizes problems and responds with a systematic assessment that identifies and addresses cause of issue. Practical, realistic, and resourceful. Innovative - Builds and improves key business processes that enhance the effectiveness of HPE. Generates new ideas, challenges the status quo, and solves problems creatively. The candidate must collaborate with other teams and individuals within the organization. Be capable of making well founded decisions in high pressure situations & exercising diplomacy when operating in politically charged environments. Actively listen and confirm problem details showing empathy for urgent situations. Utilize effective negotiation skills which will lead to satisfactory issue resolutions. Additional Skills: Accountability, Accountability, Action Planning, Active Learning (Inactive), Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Customer Solutions, Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity. storage and (san or nas) and (compute or performance) and (Cloudian or Alletra or StoreOnce or Nimble or Primera or netapp or Storagegrid) and (Ethernet or FCOE or vcp)
