Resident Storage Engineer

Role Description

The Resident Storage Engineer primary responsibility will be to ensure that the storage infrastructure is running smoothly within the customers’ data center 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 pro-active 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.

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.
• 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 (ITILv3).
• Key functions include interfacing with Operations Management and the Customer Support.
• 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 (ITILv3).
• 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:
• Unix or Windows systems administration functions Networking: Local Area Network technology, specifically Ethernet, IP, DNS and NIS associated daemons, FC switches and directors, network architectures including hubs, repeaters, bridges, routers, and switches.
• 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.
• 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:
• Management or Experience With Technical Solutions For Supporting Data Migration (a plus).
• Data Center Moves/Migrations/Consolidation.
• Cirrus Data Solutions Appliance (or Appliance based solutions for migrating block data).
• Virtualization Tool - Cisco/Microsoft/VMWare (Cloud solution migrations).
• Networking infrastructure.
• Infrastructure migration tools such as Volume Manager, Datadobi, StorageX.
• Data Center Migration Implementations for block and file share data.
• Data center relocation tools and technologies.
• Knowledge of VMWare, Local Area Networking, Ethernet, TCP/IP and general networking.
• 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.
• Able to collaborate and 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 onsite 40 hours/week.
• 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.
• 7+ years’ experience in IT operations (preferably a storage related discipline).
• ITIL V3 foundation certified preferred.