3 Month RTH opportunity with prestigious financial services firm
2 POSITIONS for LEVEL 2 NETBACKUP
Positions in Columbus, OH and Houston, TX
Key Skills/Selection Criteria
Specific Storage Administration Expertise:
Typically 24 months+ experience in distributed storage environments.
OR
3 Year+ experience in an associated technology (Server, Networks)
24+ months experience with Netbackup v3-v6.5
24+ months problem resolution in large scale production environment
24+ months experience vendor management
24+ months experience in technical operations
It Risk Management best practice experience
Excellent customer service knowledge
AIX/Solaris/HPUX & Windows Netbackup Media server problem management experience
VCS Unix clustered Netbackup Master server problem management experience
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
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:
Knowledgeable in storage products ? Storage Area Networks (SAN), Enterprise Storage Arrays, Network Attached Storage (NAS)
Intermediate knowledge of large scale Enterprise backup solutions
Knowledgeable in Microsoft Windows, Sun Solaris, HP HPUX, IBM AIX
Intermediate knowledge of multiple major vendor platforms
Intermediate business continuity/resiliency knowledge
Articulates the business value and impact of technical and non-technical information and understands when to escalate issues.
Provides effective production support including accurate problem identification, ticket documentation and customer/vendor dialogue.
Delivers project and process documentation for small-to medium-scale projects and drives compliance with structured Project Delivery Process.
Ensures information controls, back-up and recovery strategies are in place across all environments.
Must have a strong technology background to understand change requests and to recommend alternate solutions.
Primary Responsibilities:
Backup Shift members are responsible for monitoring and completion of all incoming backup and restore incident and service request workload to the required SLAs
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