Level 2 Function ? Backup Shift Lead

3 Month RTH position with prestigious financial services firm

NETBACK UP LEAD in Houston, TX

Key Skills/Selection Criteria

Specific Storage Administration Expertise:

Typically 36 months+ experience in distributed storage environments with 12 months in supervisory/team lead role

36+ months experience in an associated technology (Server, Networks)

Expert experience with Netbackup v3-v6.5

Advanced experience with problem resolution in large scale production environment

Advanced vendor management experience

Expert production technical operations experience

It Risk Management best practice experience

Excellent customer service knowledge

Advanced AIX/Solaris/HPUX & Windows Netbackup Media server problem management experience

Advanced VCS Unix clustered Netbackup Master server problem management experience

Advanced IBM automated tape library & STK silo problem management experience

Business Skills:

Good understanding of impact and importance of storage services to customers. Sense of urgency around critical issues.

Good positive attitude and helpful approach

Good spoken and written English

Ability to communicate clear and concise information in support of team and firm goals.

Timely escalation of critical and/or complex issues as required.

Ability to solve operational issues with both tactical and long-term solutions

Good problem solving and analytical skills

Excellent time management and personal task prioritisation

Good planning skills and ability to deliver to agreed schedules.

Description and Responsibilities

Role description:

The Level 2 Operations function is the Primary contact point for level 2 Storage service and support activities

The function provides 24 x7 coverage, with 2 shifts running from India

The Shift lead role is a technical and supervisory role, the shift lead will be expected to manage shift members and provide technical mentoring and guidance as well as perform shift duties

On-site attendance is required to work 1 of the 2 India Shifts

The role has customer engagement. Both Customer teams and GTI teams engage storage operations via Incident ticket, service request tools, email, instant messaging and telephone

Skill summary:

Expert in storage products ? Netbackup

Knowledgeable in Microsoft Windows, Sun Solaris, HP HPUX, IBM AIX

Proactively analyze problems searching for ways to mitigate future risk

Capable of acting as business liaison, translating business needs to technical requirements and providing point of contact to business during high impact incidents

Provides management with strategic and tactical recommendations for Netbackup environments

May be responsible for Operations during shift, setting priorities and assigning or adjusting workload

Demonstrates leadership and independent problem solving

Advanced knowledge of multiple major vendor platforms

Advanced business continuity/resiliency knowledge

Primary Responsibilities:

Shift leads are responsible for the shifts performance, requires monitoring and completion of all incoming storage service request workload, includes backup, SAN and NAS to the required SLAs. Shift leads are the first escalation point for customer and GTI teams and management

Shift leads expected to provide day to day tactical guidance to team members and input into strategic plans and objectives

Attendance on technical bridges with technology teams to drive resolution of incidents

Environmental oversight and root cause analysis for stability and reliability issues and timely resolution or escalation

Data recovery from backups as escalated from level 1 and customers

Maintain operational support documentation

Perform scheduled housekeeping activities

Make on-going improvements to event monitoring in agreement with level 3 teams

Ensure environmental testing and SABRE tests are completed successfully as required

Track and report service metrics as defined

Manage Key Relationships

Data Centre Operations and Infrastructure Operations - IOC

Business Aligned support functions

LOB support teams, AD Support teams

Level 2/3 support personnel

Other GTI support organisations

Vendor Level 1/2 support engineers