SME - Backup & Recovery

(1) Technology Management: Responsible for overall Backup technology management for the business. Responsible for planning and execution of new technology roll outs, scope expansion and readiness of team from technology standpoint. Manage SOPs, Knowledge documents, KB articles. Implement technical methodology improvement from past failures and learnings

(2) Restoration and other responsibilities: Work on resolution of complex or escalated issues from L2 engineer. Preparing RCA for major incidents and problem tickets. DB Server changes, upgrades, performance tuning, patching

(3) Triage: Generally the L3 is the final level of escalation for all Backup related issues. However in the event of an un-resolved incident which is taking longer than expected, the L3 engineer is required to co-ordinate with the Data Center TDU COE team to get expert help and work towards the resolution of incidents. They will also engage and work with the respective TAC teams to resolve any product related issues or software bugs

(4)Process Compliance:

• Prepare RFCs and represent RFC in the change advisory board for approval of changes. Assign approved changes to L2 group to implement them
• Conduct repeat incident analysis to identify proactive problem tickets and work on the premanent fix for the issues
• Gather information from vendor, customer, analysis from the troubleshooting/investigation, resolution steps implemented etc. and update the tickets regularly as per the defined process.
• Prepare a detailed report on the plan of action for the existing tickets for the next shift engineer (Shift Handover Report),
• Follow through and execute the various Escalation Matrix (Vendor, Internal and Customer defined),
• Ensure tickets are closed post user/customer communication,
• Maintain inventory of Network equipments and links,
• Constantly track tickets for SLA adherence and escalate on deviations as defined in the process.