Storage Engineer

What youll do:

• The candidate provides Operate, Admin and Consulting support on Storage

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.

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:

• Technical knowledge on Object, File & Block storage with cloud data

management solutions – Installing, Configuring & Troubleshooting of at least 2 of

the storage skills Storage, SAN, Compute, Java.

• Adequate knowledge on HPE storage (Alletra MP, Nimble, 3PAR, Primera,

MSA)

• Firmware and management experience on above Storage & Servers

• Basic Operating Systems Knowledge – Install, configure, administration and

troubleshoot RHEL/SUSE ]

• Knowledge on SAN, NAS technologies (Ethernet / iSCSI, FC, FCOE)

• Performed routine Performance Analysis, Capacity analysis, security audit

analysis reports to customer for necessary planned changes

• Troubleshooting performance related issues on HW and Operating system

• 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 SAN, Storage

• Operating Systems Knowledge – administration and support on Linux, 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.

Technical Skills:

• S/he will demonstrate an in depth understanding of several products in more than

one functional area involving usage, configuration, and interaction with other

products.

• S/he must possess a balance of very well-developed troubleshooting, technical

communication, and written skills along with extensive product knowledge and

skills.

• Candidate should have excellent technical communication skills both verbal and

written.

Interpersonal Skills:

• Self-Starter - Takes independent action to identify and solve problems. Seeks out

relevant information needed to make decisions. Gets involved with new

initiatives.

What you need to bring:

• Bachelor’s degree in engineering (or Equivalent).

• Experience: Minimum 6-7 years of experience in Storage administration support

• Should possess strong knowledge of Storage, SAN, Compute,

Object/Block/File Storage technology and good understanding of Parallel &

distributed file system.

• Should have knowledge in Linux operating system.

• Additionally, knowledge on Backup software will be an added advantage

• Flexible to work in 24X7 support environment

• ITIL certification is an added advantage