Scalability Engineer
Location: Bangalore
Mode of interview : Virtual
Job Description:
- The candidate provides Operate, Admin and Consulting support on Storage infrastructure and the Operating system in accordance with contractually established terms and conditions and established technical standards.
- Provides technical input, solutions, and recommendations to deal pursuit.
- 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)).
- Manages the technical/ service relationship between the company and the customer, and between the company and subcontractors/ vendors.
- Works with the key customers and/ or internal businesses/ end user representatives (Infrastructure Support Managers, Client Manager and the Account Delivery Manager) to retain customers and build the business.
Key Responsibilities:
- Resolve customer's issues via the telephone, email or remote sessions.
- Reproduce issues in-house and responding back in a timely manner.
- Regular follow ups with customers with recommendations, updates and action plans.
- 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 CoE/HW teams in diagnosing and isolating the cause of complex issues.
- Provide consulting support in his/her area of expertise
- Maintain quality on case documentation, SLA timeframes and operational metrics.
- Performs within the Productivity Measure of the team (scorecard)
- 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 6-7 years of experience in Storage & Backup administration support
- Should possess strong knowledge of Object, Block, File Storage technology and good understanding of Parallel & distributed file system. Additionally other domains such as storage/SAN/networking/database
- Relevant certification on the latest track like Scality, DDN Storage, GPFS, Luster will be an added advantage.
- 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 of at least 2 of the storage skills Scality, DDN Storage, GPFS, Luster.
- Good Knowledge on Parallel/Distributed file system
- Firmware and management experience on above Storage
- Basic Operating Systems Knowledge – Install, configure, administration and troubleshoot RHEL/SUSE (as Bare-Metal OS & as VMs on Hypervisors)
- Knowledge on SAN, NAS technologies (Ethernet / iSCSI, FC, FCOE)
- Performed routine Performance Analysis, Capacity analysis, security audit analysis reports to customer for necessary planned changes
- Troubleshooting performance related issues on HW and Operating system
- Working knowledge on AIX , Redhat , CentOS , SUSE Linux and HP UX
- 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 any of the Scality, DDN Storage, GPFS, Luster.
- Operating Systems Knowledge – administration and support on Linux, VMware, Windows HyperV,
- 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.
