Administrator - Backup & Recovery (Br5)

4 days ago

Bengaluru Karnataka, India Microland Full time

**Required Skills**:
Technology | Backup|Basic knowledge of Backup Software
Technology | Storage and Backup Roles|Backup Administrator
Technology | Container Technologies|Storage containers
Technology | Backup | Vendor coordination for any hardware /software related library Hardware Issues

**Education Qualification**:
Any Graduate (Engineering / Science)

**Certification Mandatory / Desirable**:
Technology | Respective Product Certification

Delivery Skills:
(1) Proactive monitoring and investigation of logs: Initiate Backup administration, troubleshooting, investigate to identify the possible issues, locate the device/service causing the issue. Record the findings and analysis in to the ticket
(2) Restoration and Resolution: Identify the issue based on troubleshooting and decide on the actions required to be implemented for resolving the issue. Refer to required KEDB or Knowledge bases for known issues/repetitive issues and resolution steps. Implement the resolution steps, execute, validate and update ticket with steps taken and outcome
(3) Triage: Once the resolution steps are completed if the issue is still not resolved or if it s an unknown issue and standard troubleshooting methods did not resolve the issue, escalate the ticket to L3 SME and support the troubleshooting process, if there is a bridge, continue on the bridge along with the SME. This support includes coordination with 3rd party vendor technicians.
(4) Process Compliance:

- Gather information from vendor, customer, analysis from the troubleshooting/investigation, resolution steps implemented etc. and update the tickets regularly as per the defined process.
- Prepare a detailed report on the plan of action for the existing tickets for the next shift engineer (Shift Handover Report),
- Followthrough and execute the various Escalation Matrix (Vendor, Internal and Customer defined),
- Ensure tickets are closed post user/customer communication,
- Maintain inventory of Network equipments and links,
- Constantly track tickets for SLA adherence and escalate on deviations as defined in the process.

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