Innovations technological

Primary Responsibilities: 

Resolving high priority incident tickets, up to P1S1 

Engaging internal customers 

Attendance on management and technical bridges through incident resolution and preparation and presentation of root cause analysis 

Coordinating and driving both internal and external vendor IT support teams in resolution activities 

Executing assigned Service Request to client standards and controls 

Providing on-going improvements to event monitoring in agreement with level 3 teams 

Ensuring environmental testing and Disaster Recovery/Business Continuity tests are completed successfully as required 

Manage Key Relationships with:

Data Centre Operations and Infrastructure Operations - IOC 

Business Aligned support functions 

LOB support teams, AD Support teams 

Level 2 / 3 support personnel 

Other GTI support organizations 

Vendor Level 1 / 2 support engineers

Mixture of intermediate and advanced knowledge of multiple major vendor platforms - Storage Area Networks (SAN),  Enterprise Storage Arrays.  This includes Symmetrix, Clariion, HDS, XIV, Brocade, Cisco SAN fabrics.  Netapp and Centerra skills a plus. 

Knowledgeable in Microsoft Windows, Sun Solaris, HP-UX, AIX 

Intermediate skills with RDF solutions 

Capable of acting as business liaison, translating business needs to technical requirements and providing point of contact to business during high impact incidents 

Provide Level 2 production support for distributed storage environment including accurate problem identification, ticket documentation and customer/vendor engagement 

Provides management with strategic and tactical recommendations for SAN environments 

Demonstrates leadership and independent problem solving 

Self starter, self motivated, and require minimal supervision 

Intermediate business continuity/resiliency knowledge 

Intermediate knowledge of large scale Enterprise backup solutions 

Specific Storage Administration Expertise:

3+ years experience in distributed storage environments. 

3+ years experience in an associated technology (Server, Networks) 

Intermediate/advanced experience with zoning in a large switched fabric environment. 

Intermediate/advanced experience configuring EMC DMX and/or Intermediate HDS Lighting line of products. 

Intermediate/advanced experience deploying storage with controller based systems such as EMC Clariion or HDS Thunder line of products. 

Intermediate experience installing and configuring host bus adapters. 

Intermediate experience installing and configuring multipathing software (EMC Powerpath, HPUX Pvlinks, Veritas DMP, HDS DLM) 

Intermediate knowledge/experience designing and deploying local/remote mirroring solutions for backup and disaster recovery. Knowledge of SRDF, Truecopy, Timefinder, and Shadowimage. HORCUM knowledge a plus. 

2) Level 3 Backup Support Shift Member, Storage Operations

Global Technology Infrastructure (GTI) Global Service Operations (GSO) is responsible for managing the firm's global storage portfolio and global GTI server portfolio of nearly 10,000 server operating system instances across plan, build and operate. The organization drives product management, engineering standards and productivity initiatives for global storage and GTI led server technologies across the firm, as well as managing selected application services, including web hosting, middleware, source code management and database management. 

The Storage Operate organization is responsible for all global storage operation functions, including global SAN, NAS & Backup operations, Level 1, 2 and 3 support, P1 management, maintenance, tools rollout and support, tech refresh planning and oversight, finance, service management and reporting, operational risk mgmt, and continual service improvement.

Primary Responsibilities:

*          The Level 2 Operations function is the Primary contact point for level 2 Storage service and support activities. The function provides 24 x7 coverage.

*          The role has customer engagement.  Both Customer teams and GTI teams engage storage operations via Incident ticket, service request tools, email, instant messaging and telephone.

*          Backup Shift members are responsible for monitoring and completion of all incoming backup and restore incident and service request workload to the required SLAs

*          Attendance on technical bridges with technology teams to drive resolution of incidents

*          Environmental oversight and root cause analysis for stability and reliability issues and timely resolution or escalation

*          Data recovery from backups as escalated from level 1 and customers

*          Maintain operational support documentation

*          Perform scheduled housekeeping activities

*          Make on-going improvements to event monitoring in agreement with level 3 teams

*          Ensure environmental testing and SABRE tests are completed successfully as required 

*          Track and report service metrics as defined

Manage Key Relationships with:

*          Data Centre Operations and Infrastructure Operations - IOC

*          Business Aligned support functions

*          LOB support teams, AD Support teams

*          Level 1 / 2 / 3 support personnel

*          Other GTI support organisations 

*          Vendor Level 1 / 2 support engineers

Qualifications

*          Advanced knowledge of Netbackup including the command line environment.  Intermediate knowledge of TSM a plus.

*          Experienced with IBM and STK tape libraries and ACSLS. Knowledge of Falconstor technology a plus.  

*          Familiar with storage products - Storage Area Networks (SAN),  Enterprise Storage Arrays, Network Attached Storage (NAS)

*          Intermediate knowledge of large scale Enterprise backup solutions

*          Knowledgeable in Microsoft Windows, Sun Solaris, HP HPUX, IBM AIX

*          Advanced business continuity/resiliency knowledge

*          Articulates the business value and impact of technical and non-technical information and understands when to escalate issues. 

*          Provides effective production support including accurate problem identification, ticket documentation and customer/vendor dialogue. 

*          Delivers project and process documentation for small-to medium-scale projects and drives compliance with structured Project Delivery Process.  

*          Ensures information controls, back-up and recovery strategies are in place across all environments.

*          Must have a strong technology background to understand change requests and to recommend alternate solutions. 

Specific Storage Administration Expertise:

*          5+ years experience with Netbackup v4.5-v7.0

*          Experience with TSM, including command line experience a plus

*          Typically 5+ years experience in distributed storage environments OR 3+ years experience in an associated technology (Server, Networks)

*          3+ years experience with problem resolution in large scale  production environment

*          3+ years experience vendor management

*          3+ years experience in technical operations

*          IT Risk Management best practice experience

*          Excellent customer service knowledge

*          AIX/Solaris/HPUX & Windows Netbackup Media server problem management experience

*          VCS Unix clustered Netbackup Master server problem management experience

*          IBM automated tape library & STK silo problem management experience

*          Experience with SAN a plus (Cisco/Brocade switches, EMC Clariion or Symmetrix, HDS AMS) 

*          Experience with NAS a plus (Netapp, Celerra, ARX).

Rapisource LLC

Direct:  512-430-4553

Email: satya@rapisource.com