Senior Resident Engineer

Experience : 10+

Role: Senior RE(TAM)

Location: Hyderabad

Notice : 1 Month

We are seeking Senior Resident Engineers who familiar with all stacks, not just storage technology. They need to have critical thinking to troubleshoot and very good communication skills for customer facing. They essentially need to function as a TAM (Technical Account Manager) rather than the title in the JD as Resident Engineer. They must have experience in customer facing on-site role.

Role Description

The Resident Storage Engineer’s primary responsibility will be to ensure that the storage infrastructure is running smoothly within the customers’ datacentre operations environment. They are responsible for monitoring and supporting the existing Pure Storage infrastructure at a customer account. The Resident Storage Engineer must be able to operate with direct supervision from our customers and they must be proactive members of the operations teams.

The individual must be well organized and a self-starter with strong follow-through and problem solving skills. This is an enterprise class position and the candidate must be capable of representing Pure Storage in the context of our customer’s operating model.

You will possess a thorough understanding of modern datacentre and hybrid cloud IT architecture, networking and implementation of these solutions. You must have experience across enterprise storage platforms, different data migration technologies for SAN, NAS, Object, CAS, know most enterprise class operating systems, and be comfortable with SAN fabrics and NAS networking solutions. You will also be experienced in delivering large scale and complex data migration projects utilizing all the mentioned offerings and will also be skilled in scripting to enable automation of these processes where appropriate.

Job Responsibilities

• Support and daily administration of storage infrastructure.
• Proactively reviewing/auditing and reporting on the customer’s storage environment for error conditions and efficiency status.
• Becoming a trusted advisor to the customer and account team.
• Staffing augmentation to customers storage team.
• Being a key conduit working with Pure Storage Global Services for support calls.
• Perform operational duties within a customer’s IT Service Management framework.
• Provide support for storage projects and solutions such as data migrations, backup and restore, disaster recovery, storage consolidation, data protection, and storage performance.
• The responsibilities of a Resident Storage Engineer will include:
• Provide daily operational management of Pure Storage estate through the use of management tools ensuring operational response for execution, provision, access and performance.
• Ensure Pure Storage products are suitably configured for maximum storage efficiency. This may include such tasks as product upgrades, performance monitoring, and system audit tasks.
• Create and maintain Pure Storage infrastructure best practice documentation for the customer.
• Create and maintain customer runbooks that formally capture HSBC (and Pure) activities that will be performed in the event of various events.
• Provide guidance and expertise to help deliver a better experience with Pure Technology – act as a subject matter expert for the local customer team, to turn to for advice.
• Play a key role in helping to both Capacity and Performance manage the environment.
• Work with the local team and the Pure account Team to deliver Self Service Upgrades (SSU’s) with a view to streamlining the Purity (software) upgrades.
• Provide support for operational issues, incidents and defects, responding in a timely manner to triage problems and implement fixes or escalate to Pure Storage Global Support.
• Understanding of Service Operations (ITILv4).
• Be an expert in Pure migration methodology. Able to explain how methodology helps to mitigate data migration risks at the customer environment.
• Conduct detailed technical discovery of a customer environment.

• Key functions include interfacing with Operations Management and the Customer Support teams
• Delivering on tasks within the following processes against customer service Levels:
• Service Request Management.
• Event Management.
• Incident Management.
• Problem Management.
• Access Management.
• Understanding of Service Transition (ITILv4).
• Support storage related projects for the customer’s IT and deliver on tasks within the context/use of the following processes as defined by our customers:
• Service Asset and Configuration Management.
• Service Validation and Testing.
• Evaluation.
• Release Management.
• Assisting with the client’s change management process.
• Knowledge Management.

Required Skills

• The Resident Storage Engineer will be expected to be technically proficient in the following areas:
• Full range of Pure FlashArrays with a clear understanding of Purity(including Active Cluster)
• Networking Infrastructure, specifically Ethernet, IP, DNS and NIS associated daemons, FC switches and directors, network architectures including hubs, repeaters, bridges, routers, and switches. Cisco ACI exposure would be a bonus.
• SAN and/or NAS storage, data replication, storage efficiency and manageability software.
• Storage operations management tools technical implementation and operational concepts.
• Knowledge of current and emerging storage architectures (FC, iSCSI, NAS, OSD, SAN.
• Understanding of multipathing configuration and monitoring
• Knowledge of Microsoft Windows Operating Systems. Understand share and NTFS security concept. including domain structures, file systems, disk partitions, mounts, quotas, and general security.
• Knowledge of Unix, Linux, and/or System V Unix system administration (particularly AIX) concepts including disk and network administration, NFS and NIS/NIS+ administration, and Oracle ASM.
• Management or Experience With Technical Solutions For Supporting Data Migration (a plus).
• Data Centre Moves/Migrations/Consolidation.
• Cirrus Data Solutions Appliance (or Appliance based solutions for migrating block data).
• Virtualization Tool - Cisco/Microsoft/VMWare (Cloud solution migrations).

• Knowledge of VMWare
• Proven experience of scripting languages such as Perl, Shell, Powershell, Visual Basic, Ansible & Python.
• Understanding of Containerization and Kubernetes. Exposure to Portworx a bonus
• Interpersonal Skills:
• Strong verbal and written communication skills to exchange information with team members, systems administrators, Pure Storage management, and the customer.
• Able to work with a customer’s technical representatives under a variety of circumstances to understand their requirements.
• Capable of working collaboratively with the customer Storage Operations Team and Pure Account Team
• Able to build strong relationships
• Able to share knowledge with Pure Storage technical team members and managers.
• Able to learn quickly and stay focused on the task at hand.
• Maintain composure and professionalism under challenging circumstances.
• Job Requirements:
• Able to work 40 hours/week with expected 3 days onsite and occasional weekend working.
• Able to accommodate “on call” duties or work after hours if necessary.
• Strong command of ITIL concepts and the ability to operate within an IT Service Management framework.
• Operate against Service Levels and report the associated metrics for Service Levels as required.
• Familiar with ticket management systems and the functions of an IT helpdesk.
• Able to follow strict procedures for implementation, operations and escalations.
• Strong troubleshooting skills.

Min Qualifications (Education & Experience)

• A degree in Electrical Engineering, Computer Science, or equivalent work experience.
• 10+ years’ experience in IT operations (preferably a storage related discipline).
• ITIL V4 foundation certified preferred.