Administrator - Storage (St2)

2 weeks ago

Mumbai Maharashtra, India Microland Full time

Storage:
1. Proactive monitoring and investigation of logs:
Initiate Storage 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.

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 and nbsp;
engineer (Shift Handover Report), - Follow-through and execute the various Escalation Matrix (Vendor, Internal and Customer defined),

Ensure tickets are closed post user/customer communication,
- Maintain inventory of Network equipment’s and links,
- Constantly track tickets for SLA adherence and escalate on deviations as defined in the process.

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