Job Description for DDN & NETAPP (DataDirect Networks) Storage AMS Engineer (INT)
Position: M17 and above
Responsibilities for this role include but are not limited to:
. Engineer will be part of a 24/7 IT Storage operations team and will be directly responsible for storage and backups related processes.
. The position involves taking a leadership role with customer teams and internal teams to resolve Storage problems, maintain managedbackupoperations and, when necessary, to return systems to operational status.
. The job also involves leading communication between technical teams, customer and internal organization to fulfill customer needs and accomplish customer satisfaction.
. Providing remote technical support & troubleshooting (via e-mail, remote access, phone) on complex Storage Solutions primarily DDN & NETAPP Storage hardware and software . Knowledge on Backup software, backup & recovery concepts will be added advantage.
. Demonstrate a thorough technical and business understanding of clients needs, including how those pertain to DDN & NETAPP products and services.
. Write, proofread and submit knowledge-base articles.
. Provide status and progress reports forStorage & backupenvironment related activities and tasks on regular / periodic basis.
. Clearly communicate complex technical topics to the varied knowledge levels of external customers.
. Develop positive and trustworthy relationships with customers and Account Teams.
. Ability to multi-task and manage competing priorities, ensuring all objectives are accomplished.
. Provide reliable information: Builds credibility in a resource role by remaining factual and timely in providing information maintains his sources for quick access to time-sensitive information and to stay abreast of new developments proactively educates customers or shares information as part of the service they deserve.
. Constantly seeks information that will be useful but is not readily available to colleagues enjoys being sought for advice and instruction spends the time to build a base of knowledge that ultimately helps others to be more effective.
. Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment. Maintains a closed-loop communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status. Responsible for sharing all acquired knowledge concerning problem resolution.
. Develop and implement resolutions to identified problems and follow standard practices and procedures.
. Plan and implement best practices forStorage & backupsolutions.
. Proactive measures to ensure adequate storage capacity is available.
. Create and update documentation forbackupprocedures, solutions, licensing and applicable project artifacts.
. Perform configuration changes as per design and build.
Professional degree or equivalent experience and 2+ years related IT experience.
Hands on experience in Operations and Support on Enterprise Storage from any leading vendor in industry
Aptitude towards problem solving and troubleshooting skills on Enterprise storage, Replication, de-duplication, compression, Thin-Provisioning, virtualization, including log analysis.
SAN connectivity, SAN fundamentals, zoning etc.
General knowledge of networking concepts and iSCSI protocol.
Basic knowledge & understanding of Storage arrays.
Administration of DDN & NETAPP Storage preferred - local & remote replication, performance etc.
Must have considerable knowledge of storage, operating system, networking, enterprise servers, monitoring tool, email, and internet technology
Minimum 3 years of experience preferred in Administration and Implementation of DDN & NETAPP Storage .
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.
Able to work a flexible weekly schedule that includes weekends and after-hour shifts.
Does not wait for guidance, pro-actively identifies and delivers value to customers.
Well versed with traditional and virtualized storage systems based on DDN & NETAPP Storage
Strong experience with DDN & NETAPP Storage administration, troubleshooting, backup, recovery, DR & replication technologies preferred .
Good understanding of the technical fundamentals of the system infrastructure including open system platforms (Linux, VMware, Windows, UNIX,) and networking ((TCP/IP, VLAN, DWDM)
Experience in Implementing, configuring and troubleshooting Data Replication technologies.
S/he must possess a balance of very well-developed troubleshooting, technical communication and written skillsalong withextensive product knowledge andskills.
Experience in upgrading DDN & NETAPP OS versions preferred.
In-depth knowledge on troubleshooting CIFS and NFS share issues
Troubleshooting and managing of ISCSI and FC SAN environment.
Good knowledge on Clustering and High Availability.
Hands on experience in storage systems utilization & performance with storage efficiency technologies, storage provisioning/re-claiming, deploying new storage systems, adding/removing disk shelves, schedule & perform firmware upgrades, troubleshooting SAN/NAS/performance issues/outages, connectivity problems, and assessing storage needs.
Experience with enterprise level DDN & NETAPP Storage environment, monitoring, networking, configuration, capacity management & performance optimization preferred.
Good knowledge on at least one Operating system, connectivity to Storage on SAN, iSCSI, end to end logical troubleshooting approach in a Storage environment.
Candidate should have excellent technical communication skills both verbal and written.
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.
Knowledge of Remote Support and Remote monitoring processes and concepts
Tools Knowledge on Service Now
Ideal candidate will be trained & certified in at least 01 Enterprise Storage Product.
Administration and Implementation of DDN & NETAPP Storage .
. Overall - 5+ years experience
. DDN - minimum 1 year on DataDirect Networks
. NetApp - FAS, Clustering
. HPC - environment knowledge
. For L2 team for managed support team
. 24x7 and rotational shift
. Location - Bangalore only
. Migration is over only upgrade is in scope along with BAU activities
. Network connectivity should be good
. Softskill is must,
. Backup solutions - Commvault and MFDP- good to have
. Shared services team
. Train & deploy - Netapp+HPC
. Position - 4 FTE
Commvault Escalation engineers -
. Positions - 2 FTE