Support on Storage Backup With Zerto

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.

Good to have:

• Certification on any of the
  Zerto/Vault, CommVault, Veeam, Cohesity
  .
  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.

Must Have:

• Broad technical knowledge on ISS solutions
  – Installing, Configuring & Troubleshooting of at least 2 of the Backup skills
  Zerto/Vault, Veeam, Commvault.
• 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.

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 & relevant certification on the latest track like
Zerto/Vault, Commvault
is preferable.
- Relevant certification on the latest track like will be an added advantage.
- Should also possess knowledge on server/operating system technology and good understanding of other domains such as
storage/SAN/networking/database
- Flexible to work in 24X7 support environment
- ITIL certification is an added advantage