Taggd | Rubrik Expert Engineer

1 week ago

bangalore, India Taggd Full time

Rubrik Expert Engineer


What you’ll do:

Responsibilities:

  • The candidate provides Operate, Admin and Consulting support on Storage & Bakcup infrastructure and the Operating system in accordance with contractually established terms and conditions and established technical standards.
  • Provides technical input, solutions, and recommendations to deal pursuit.
  • Engaged in and provides support for transition/ transformation efforts.
  • Provides IT infrastructure and/ or application infrastructure lifecycle technical support, including planning, project management, installation, on- going management/ monitoring/ troubleshooting, and de- installation, following operational policies and processes that are compliant with industry standards (e.g. Information Technology Infrastructure Library (ITIL)).
  • Manages the technical/ service relationship between the company and the customer, and between the company and subcontractors/ vendors.
  • Works with the key customers and/ or internal businesses/ end user representatives (Infrastructure Support Managers, Client Manager and the Account Delivery Manager) to retain customers and build the business.

What you need to bring:

  • Bachelor’s degree in Engineering (or Equivalent).
  • Experience: Minimum 6-7 years of experience in Storage & Backup administration support
  • Should possess strong knowledge on server/operating system technology and good understanding of other domains such as storage/SAN/networking/database
  • Relevant certification on the latest track like Rubrik will be an added advantage.
  • Flexible to work in 24X7 support environment
  • ITIL certification is an added advantage
  • 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 action plans.
  • Identify and escalate issues in a timely manner to vendor according to Standard Operating Procedures.
  • Leverage internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools, to provide the most effective solutions to customer issues.
  • Collaborate with other CoE/HW teams in diagnosing and isolating the cause of complex issues.
  • Provide consulting support in his/her area of expertise
  • Maintain quality on case documentation, SLA timeframes and operational metrics.
  • Performs within the Productivity Measure of the team (scorecard)
  • Incident Management: Resolve single and cross technology incidents independently. Lead the team members to resolve complex or cross technology incidents.
  • Escalation Management: Identify, manage, and lead technical escalations. Participate in formal Escalation when required to support escalation especially during crisis.
  • Problem Management: Proactively and reactively look for solutions to prevent problems from occurring in team/technology area. Perform Trend and Root cause analysis.
  • Change Management/Implementation: Independently prepare, review, implement, rollback and test plan for change records. Perform risk and impact analysis for changes, May lead or participate in a Change Advisory Board.
  • Patch and Security Management: Apply patch and security changes per policy. Proactively monitor the environment for patch compliance. Analyze patches for compatibility with each customer or internal infrastructure environment.
  • Configuration Management: Ensure Configuration Management Database (CMDB) entries are complete and accurate.
  • Must Have:
  • Broad technical knowledge on ISS solutions – Installing, Configuring & Troubleshooting of at least 2 of the Backup skills Rubrik.
  • Firmware and management experience on above Storage
  • Basic Operating Systems Knowledge – Install, configure, administration and troubleshoot RHEL/SUSE (as Bare-Metal OS & as VMs on Hypervisors)
  • Knowledge on SAN, NAS technologies (Ethernet / iSCSI, FC, FCOE)
  • Disaster Recovery planning and conducting DR tests.
  • Performed routine Performance Analysis, Capacity analysis, security audit analysis reports to customer for necessary planned changes
  • Linux Vulnerability assessment and Mitigation
  • HPE Service Guard cluster on Linux and in Integration with Database and ERP Solution
  • Knowledge on Patch deployment solutions – Redhat Satellite , SuSE Manager
  • 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 Technology Teams.
  • Good to have:
  • Certification on any of the Rubrik.
  • Operating Systems Knowledge – administration and support on VMware, Windows HyperV,
  • Linux/Microsoft/VMware VCP or equivalent experience/certification will be an added 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 on complex issues.
  • Deliver trainings when required.

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