This role is reports to Director Storage operations and is primarily responsible to provide 24/7 operations across multiple storage technologies in both private and public clouds. This role is also responsible for driving key initiatives working with Sr Engineers in the team and proactively drive key initiatives.
Job Responsibilities:
- Manage availability, monitoring, support and maintenance of infrastructure.
- Front end and be the focal for first line of customer support for various servicing channels that includes - Meetings, E-mails, Slack, and various tools-based engagement.
- Improve the overall servicing framework, with tools and automation to deliver SLA measured operational tasks, self-service capabilities, monitoring, as well as new capabilities enhancing customer experience, productivity, and overall availability of infrastructure systems.
- Manage ITSM activities that includes EMIM & incident management, SLA based tickets closure, Change management, Service Requests, Event management, PRB opening, Hardware break-fixes etc.
- Responsible for backups as per schedules, coverage, and success metrics. Handle all customer requests for data restore as per SLAs.
- Manage capacity & performance health-checks, reporting and availability of infrastructure systems, including active system monitoring and management.
- Actively participate in DR exercises to ensure robustness & resiliency of infrastructure.
- Drive infrastructure issue resolution support, including problem analysis and development of problem circumvention solutions. Strong trouble-shooting skills are preferred.
- Ensure infrastructure is managed and operated in accordance with AXP policies and standards, including Security Compliance.
Note: Schedule may be a non-standard work week to ensure 24x7 coverage.
Qualifications:
- Bachelor s degree in computer science or related disciplines; or equivalent bachelor s degree in a related engineering field
- At least 4-8 years of working knowledge in Storage related technologies
- Deeper understanding on Compute/Network technologies will be a benefit.
- Strong working experience on Incident/Problem management processes
- Excellent communication and presentation skills
