Administrator - Backup & Recovery

Required Skills

Technology | Backup |Basic knowledge of Backup Software

Technology | Storage and Backup Roles| Backup Administrator

Technology | Container Technologies |Storage containers

Technology | Backup | Vendor coordination for any hardware /software related library Hardware Issues

Education Qualification :

Any Graduate (Engineering / Science)

Certification Mandatory / Desirable :

Technology | Respective Product Certification

Delivery Skills:

(1) Proactive monitoring and investigation of logs: Initiate Backup administration, troubleshooting, investigate to identify the possible issues, locate the device/service causing the issue. Record the findings and analysis in to the ticket

(2) Restoration and Resolution: Identify the issue based on troubleshooting and decide on the actions required to be implemented for resolving the issue. Refer to required KEDB or Knowledge bases for known issues/repetitive issues and resolution steps. Implement the resolution steps, execute, validate and update ticket with steps taken and outcome

(3) Triage: Once the resolution steps are completed if the issue is still not resolved or if it s an unknown issue and standard troubleshooting methods did not resolve the issue, escalate the ticket to L3 SME and support the troubleshooting process, if there is a bridge, continue on the bridge along with the SME. This support includes coordination with 3rd party vendor technicians.

(4) Process Compliance:

• Gather information from vendor, customer, analysis from the troubleshooting/investigation, resolution steps implemented etc. and update the tickets regularly as per the defined process.
• Prepare a detailed report on the plan of action for the existing tickets for the next shift engineer (Shift Handover Report),
• Follow through and execute the various Escalation Matrix (Vendor, Internal and Customer defined),
• Ensure tickets are closed post user/customer communication,
• Maintain inventory of Network equipments and links,
• Constantly track tickets for SLA adherence and escalate on deviations as defined in the process.