SAN Switches and Storage Array - EMC IBM NetApp Pure HPE - L2

exp= 5 to 7 yrs

Engineer will be part of a 24 / 7 IT Storage operations team and will be directly responsible for

all Storage related deliverables.

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

infrastructure in accordance with contractually established terms and conditions and

established technical standards.

 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)).

 Contribute to the company's technical / service relationships with customers, as well

as with subcontractors / vendors.

 Coordinate with internal stakeholders (MSM, SDM and ASM Etc)

Key Responsibilities :

 Resolve customer’s issues via the email or remote sessions.

 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 internal technologies in diagnosing and isolating the cause of

complex issues.

 Maintain quality on case documentation, SLA timeframes and operational metrics.

 Performs within the Productivity Measure of the team (KPI)

 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.

What you need to bring :

Eligibility & Qualification :

 Bachelor’s degree in Engineering (or Equivalent).

 Experience : Minimum 5+ 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.

Additionally other domains such as networking / database

 Flexible to work in 24X7 support environment

 ITIL certification is an added advantage

Must Have :

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

solutions – Installing, Configuring & Troubleshooting.

 Adequate knowledge on Storage (Cloudian, Alletra MP, XP, StoreOnce, Nimble

(AF,HF,CS), 3PAR, Primera, MSA, NetApp (FAS, Storagegrid), Pure (Flash C and X),

IBM SVC (2145), EMC Unity (380, 450))

 Experience on SAN, NAS technologies (Ethernet / iSCSI, FC, FCOE)

 Firmware and management experience on above Storage & Servers

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

troubleshoot Linux / Windows / VMware]

 Experience on 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

 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.

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.

 Exceptional Customer service skills, mindset & attitude.

 Be professional in all modes of interaction with our internal & external customers.

 Success / Achievement Orientation - Delivers quality results consistently. Targets,

achieves (or exceeds) measurable results. Sets challenging goals, focuses on critical

priorities, and is accountable.

 Problem Solving - Recognizes problems and responds with a systematic assessment

that identifies and addresses cause of issue. Practical, realistic, and resourceful.

 Innovative - Builds and improves key business processes that enhance the

effectiveness of HPE. Generates new ideas, challenges the status quo, and solves

problems creatively.

 The candidate must collaborate with other teams and individuals within the

organization.

 Be capable of making well founded decisions in high pressure situations & exercising

diplomacy when operating in politically charged environments.

 Actively listen and confirm problem details showing empathy for urgent situations.

 Utilize effective negotiation skills which will lead to satisfactory issue resolutions.

Additional Skills :

Accountability, Accountability, Action Planning, Active Learning (Inactive), Active Listening,

Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity,

Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Customer

Solutions, Data Analysis Management, Data Collection Management (Inactive), Data

Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity

(Inactive), Long Term Planning, Managing Ambiguity.

Requirements