Storage Administrator Iii

**PRIMARY RESPONSIBILITY***: A Block Storage Administrator is a key element within the support infrastructure and is expected to provide a high level of technical support to Rackspace-customers.

A Block Storage Administrator creates and maintains customer loyalty by serving customers above and beyond their expectations and will exercise ethical judgment in decision making to routinely deliver FANATICAL customer support.

**KNOWLEDGE/SKILLS/ABILITY***:
o Must have experience working in enforced change and risk control environments.
- o Strong attention to detail, interpersonal and time-management skills.

o Self-motivated; ability to maintain excellence in service with moderate supervision. Strong analytical and problem-solving skills. Ability to successfully work and promote inclusiveness in small groups. Ability to provide FANATICAL support.

o Strong knowledge in technology troubleshooting methodologies, design, and implementation.

o Able to resolve problems in an efficient and timely manner. Able to handle multiple tasks simultaneously without dropping attention to detail or risk eversion.

o Basic knowledge and understanding of troubleshooting, testing, and performance tuning in Storage platforms. Basic knowledge of storage best practices for current VMware, Windows and Linux operation systems, File systems, SQL, MySQL, Oracle, and Exchange.
- o Strong working knowledge of Networking, Fiber Channel concepts, and technologies.
- o Hands on experience of a combination within EMC VMAX, VNX1, VNX2, Unity, Isilon, and NetApp FAS arrays; Cluster mode and 7-mode, FlexClone, Snap Drive, and Brocade Fiber Channel Switches required. Ability to provide FANATICAL support.
- o Basic knowledge of Storage methodologies.

o Excellent time management and organizational skills.

o Able to work well under pressure and under stressful situations while supporting customers.

**JOB COMPLEXITY**:
o Accountable in overseeing team achieve/maintain team level KPIs and Queue health.
- o Work on technical tickets, follows pre-defined processes to plan and execute technical change as requested by customers. Responds to queries from customers regarding performance, process and recommendations based on Rackspace best practices.
- o Coach team members on developing necessary technical skills that get results.
- o Builds new storage configurations via software installation, LUN/Volume provisioning for new requests or expansion requests, host zoning and registration, quality control, and ticket consolidation. Decommission storage devices. Performs host un-zoning and de-registration, and server clean up.
- o Performs troubleshooting for host end-to-end connectivity, host-side storage software, and storage component failures.
- o Escalates critical component failures to engineers. Answers general configuration questions, audits environments, and performs quality control as part of storage fleet management. Provides performance statistics reporting, software reporting, and storage reporting to meet requests by customers and Rackspace leaders.

o Work with Customers/Account Teams, Vendors to schedule maintenance activities.
- o Audits Array and CORE logs, performance, utilization, and validates data accuracy in Rackspace records. Also audits reference tools such as, Wiki, SharePoint, RSS feed, etc.
- o Assists with scheduling and working host-side maintenances including, quality control, HBAs, Re-kicks, LUN expansions and migrations, Cab migrations, and migration cutovers. Upgrades software, firmware, and drivers, and performs regular system health checks.
- o Makes recommendations for process and procedure improvements.

o Consistent regular interaction with both internal and external customers as well as account managers and management.

o Resolve escalated customer issues and manage escalations further to internal support.

**Key Accountabilities**
- o To provide the highest level of Storage Technical support
- o Create and maintain customer loyalty by serving customers above and beyond their expectations.
- o Take ownership of issues until resolution.
- o Responsible for solving customer's technical issues.
- o Support customers primarily via phone and tickets

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**SUPERVISION**:
o Operates under mínimal supervision.
- o Expected to reach out to wider team for assistance to perform more complex duties and on any requests not 100% clear on.

**EXPERIENCE/EDUCATION**:
o Minimum 3 years Storage and Fiber Channel switch experience gained in role with EMC, NetApp, or Brocade experience preferred. Must have at least 4 years’ experience in a customer service-oriented position.

o BE/B Tech

o Must have Storage (EMC/Netapp) related valid certifications.
- o At the hiring manager’s discretion, additional relevant experience may substitute for the degree requirements.

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**PHYSICAL DEMANDS**:
o General office environment. Moderate levels of stress may occur when solving root causes to proactively prevent recurrence. May require long