Job
Description
Exp range - 5- 14 yrs
Location - Bangalore
Key Responsibilities:? Resolve customer's issues via the telephone, email or remote sessions.? Reproduce issues in-house and responding back in a timely manner.? Regular follow ups with customers with recommendations, updates and actionplans.? Identify and escalate issues in a timely manner to vendor according toStandard Operating Procedures.? Leverage internal technical expertise, including peers, mentors, knowledgebase, community forums and other internal tools, to provide the most effectivesolutions to customer issues.? Collaborate with other CoE/HW teams in diagnosing and isolating the causeof complex issues.? Provide consulting support in his/her area of expertise? Maintain quality on case documentation, SLA timeframes and operationalmetrics.? Performs within the Productivity Measure of the team (scorecard)? Incident Management: Resolve single and cross technology incidentsindependently. Lead the team members to resolve complex or crosstechnology incidents.? Escalation Management: Identify, manage, and lead technical escalations.Participate in formal Escalation when required to support escalation especiallyduring crisis.? Problem Management: Proactively and reactively look for solutions to preventproblems from occurring in team/technology area. Perform Trend and Rootcause analysis.? Change Management/Implementation: Independently prepare, review,implement, rollback and test plan for change records. Perform risk and impactanalysis for changes, May lead or participate in a Change Advisory Board.? Patch and Security Management: Apply patch and security changes perpolicy. Proactively monitor the environment for patch compliance. Analyzepatches for compatibility with each customer or internal infrastructureenvironment.? Configuration Management: Ensure Configuration Management Database(CMDB) entries are complete and accurate.Must Have:? Technical knowledge on Object, File & Block storage with cloud datamanagement solutions - Installing, Configuring & Troubleshooting of at least 2of the storage skills Scality, DDN Storage, GPFS, Luster.? Qumulo , object storage with linux? Good Knowledge on Parallel/Distributed file system? Firmware and management experience on above Storage? Basic Operating Systems Knowledge - Install, configure, administration andtroubleshoot RHEL/SUSE (as Bare-Metal OS & as VMs on Hypervisors)? Knowledge on SAN, NAS technologies (Ethernet / iSCSI, FC, FCOE)? Performed routine Performance Analysis, Capacity analysis, security auditanalysis reports to customer for necessary planned changes? Troubleshooting performance related issues on HW and Operating system? Working knowledge on AIX , Redhat , CentOS , SUSE Linux and HP UX? 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 TechnologyTeams.Good to have:? Certification on any of the Scality, DDN Storage, GPFS, Luster.? Operating Systems Knowledge - administration and support on Linux,VMware, Windows HyperV,? Linux/Microsoft/VMware VCP or equivalent experience/certification will be anadded 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 oncomplex issues.? Deliver trainings when required.What you need to bring:? Bachelor's degree in Engineering (or Equivalent).? Experience: Minimum 6-7 years of experience in Storage & Backupadministration support? Should possess strong knowledge of Object, Block, File Storage technologyand good understanding of Parallel & distributed file system. Additionally otherdomains such as storage/SAN/networking/database? Relevant certification on the latest track like Scality, DDN Storage, GPFS,Luster will be an added advantage.? Flexible to work in 24X7 support environment? ITIL certification is an added advantage
