Storage Administrator

2 months ago

Bengaluru, India Sureworks Infotech Pvt Ltd Full time

Designation: Sr. Storage Support Executive - Netapp

Experiences: 7 Years to 11 years

Qualification: Any Degree/Diploma

Location: Bangalore

Roles & Responsibilities:
1. Technical Expertise:

- Serve as the highest level of technical escalation for NetApp storage-related issues, leveraging your comprehensive understanding of NetApp technologies, features, and integrations.
- Analyse and resolve complex and critical technical problems reported by customers, providing thorough root cause analysis and implementing effective solutions.

2. Collaboration and Leadership:

- Collaborate closely with L1 and L2 support engineers, engineering teams, and product management to drive the resolution of intricate technical challenges.
- Provide mentorship, guidance, and technical leadership to junior support team members, helping them enhance their skills and knowledge.

3. Problem Resolution:

- Lead and facilitate deep-dive technical investigations into complex issues, working directly with customers, partners, and internal stakeholders.
- Design and implement advanced solutions to prevent recurring issues, optimize performance, and improve overall customer satisfaction.

4. Escalation Management:

- Own and manage critical customer escalations, ensuring timely updates, effective communication, and resolution in alignment with service-level agreements.
- Act as a primary point of contact for L3 escalations, maintaining ownership until the successful resolution of the issue.

5. Knowledge Management:

- Contribute to the development and enhancement of the knowledge base by documenting detailed troubleshooting steps, resolutions, and best practices.
- Drive initiatives to share knowledge and best practices across the support organization, fostering a culture of continuous learning.

6. Continuous Improvement:

- Stay at the forefront of NetApp technologies and industry trends, continually enhancing your technical expertise.
- Identify areas for process improvement, automation, and tool development to streamline support operations.

**Salary**: ₹12,569.45 - ₹70,941.92 per month

Ability to commute/relocate:

- Bangalore City, Karnataka: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- total work: 1 year (preferred)

Work Location: In person

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